FAQs

DO YOU SHIP WORLDWIDE?

We ship all over the world, please see the shipping and delivery page for detailed shipping costs and delivery timeframes. Our USA and Canadian orders ship from our Los Angeles Warehouse. Australian orders ship from Sydney.

HOW CAN I PAY FOR MY ORDER?

We accept payments in multiple currencies via Visa, MasterCard, PayPal and Direct Bank Deposit via POLI.

I HAVE JUST PAID FOR MY ORDER, WHAT HAPPENS NEXT?

You'll receive an email confirming your order has been completed and a second email once your order has been shipped. Finally an email from our shipping partner with your parcel tracking information will come through just after dispatch. All orders placed before 1pm AEST (Monday-Friday) will ship that day. All orders placed after 1pm AEST (Monday-Friday) and on weekends will be dispatched the next business day.

CAN I TRACK MY ORDER?

All orders are shipped with tracking and the details for your package will be emailed to you on dispatch so you can keep an eye on it in transit.

WHAT IS THE RETURN POLICY?

We want you to love your product, so we’ll exchange or refund your purchase so long as it's returned to us within 30 days of ordering. Please see the refunds and exchanges page for full details.

WILL I NEED TO BE HOME TO ACCEPT DELIVERY?

Within Australia all orders are shipped with Australia Post so you won’t need to be home to accept delivery. If your order won't fit within a secure letterbox then the delivery agent will leave a card for collection at your local Post Office. If you are overseas, the shipping method you select when purchasing as well as your local courier practices will govern the delivery procedure of your order. Our USA and Canada orders do not require you to be home to accept delivery.

WHEN WILL MY ORDER BE DISPATCHED

Orders placed before 1:00pm AEST (Monday-Friday) will ship that same day. Orders placed after 1:00pm AEST (Monday-Friday) and on weekends/Public Holidays will be dispatched the next business day.

DELIVERY TIMEFRAMES

The above timeframes are to be used as a guide only and commence from the date of dispatch. Urban Originals will do its utmost to meet the indicated delivery times but is not held responsible for any delay caused by the postal service or customs clearance. If delivery is attempted and nobody is available to accept the parcel, in most cases it should be held at your local postal facility for a period of time. If you are not contactable and your parcel is unable to be delivered, it will be returned to us and we’ll then contact you to arrange alternate delivery.