Shipping + Returns Policy.

Home / Shipping + Returns Policy.
Shipping + Returns Policy. 2016-11-10T18:15:26+00:00

1. Shipping

Delivery.

Urban Couture orders are delivered during standard business hours. For Sydney Metro* customers, we also offer a Saturday two person delivery and assembly service (“white glove service”.)

Upon arrival of your package, please note any damage to the box as well as any damage to the item itself. If you feel that the damage to an item or a box is too severe please refuse the package. There is no need to refuse all delivered packages if most are in good condition.

Depending on the size of the items in your order, we utilise the following shipping and delivery methods:

Small and medium sized packages.

For small to medium sized packages we partner with Shippit utilising their network of freight carriers. As soon as your item has left the Urban Couture warehouse you will be notified via email and SMS of the tracking status and expected time of delivery.  Our standard shipping arrangement will also require a signature upon delivery. Please note that delivery dates shown by Shippit are only estimates and we cannot take any liability for late deliveries.

Items will be sent to the shipping address you provide when placing your order. We cannot accept a PO box for these items as shipping address because our shipping partners are unable to deliver to a PO box. We suggest you provide a street address for delivery if you are purchasing furniture items.

Usually, our freight deliveries are sent straight to your doorstep and require a signature upon delivery to acknowledge that the items have been received in a reasonable order. Due to security and liability restriction of our carriers, the customer is responsible for bringing any of such merchandise into their home, so we recommend that you have someone available to help you carry the items into your home, unpack and install your small to medium sized packages.

If, for any reason, our shipping partner is not able to successfully deliver your order they should leave a card with further delivery instructions. In these situations, Urban Couture reserves the right to charge you for any additional costs incurred (e.g. shipping and storage) or to cancel the sale contract, in which case, we will fully refund you the net amount (i.e. the amount you paid minus shipping or storage costs).

Larger and more fragile furniture items.

Large furniture items are mostly shipped using a two men delivery service. Once your order has left the warehouse you will be notified via email. Unfortunately, at this point in time online tracking is not available for such deliveries. However, the carrier will typically contact you in order to arrange a delivery time that suits you best.  

If you live outside Sydney Metropolitan areas, and require our White Glove assembly service you must request this at the checkout and a member of our Sales team can arrange this for you. This may incur an additional fee, based upon your location and the quantity of the goods.  Upon delivery the drivers will carry your item/s into your room of choice, and unpack, assemble and remove any associated packages. The White Glove service may not be guaranteed where the item cannot safely be brought through doorways, elevators or other entrance spaces.

Items will be sent to the shipping address you provide when placing your order. We cannot accept a PO box for these items as the shipping address because our shipping partners are unable to deliver to a PO box. We suggest you provide a street address for delivery if you are purchasing furniture items.

If, for any reason, our shipping partner is not able to successfully deliver your order they should leave a card with further delivery instructions. In these situations, Urban Couture reserves the right to charge you for any additional costs incurred (e.g. shipping and storage) or to cancel the sale contract, in which case, we will fully refund you the net amount (i.e. the amount you paid minus shipping or storage costs).

In very exceptional cases where delivery may result in unusually high freight charges (including, but not limited to, remote delivery locations, inner city deliveries, island deliveries, etc.), Urban Couture reserves the right to cancel an order. Please contact us first if you’d like to check if your location may be subject to unusually high freight charges.

Shipping Charges.

The final postage cost for your order can be viewed during checkout and may change depending on additional items that you have added to your cart.

Free shipping is available only on selected products to selected areas.

Store Pickups.

When you complete your Order you have the option to select whether you wish to collect your Order from the Urban Couture store or warehouse, or to have the Order delivered to an address specified by you.

When you choose a store/warehouse pickup, you will be contacted by a member of our Sales team to arrange a suitable collection date. When you arrive at one of our locations, please provide your Tax Invoice and a valid form of ID to collect the goods. You will also be required to sign a proof of pickup form.

2. Change of mind returns.

We want you to feel confident when buying on urbancouture.com.au. Should you change your mind about a purchase you have made with us, you have the option of returning the item within 30 days of having received it and can opt for a store credit or a full refund. We will require the item to be unused and in its original packaging for these returns.

Please contact our Customer Care Team by submitting a ticket and a member of the team will contact you to assist with organising your return. For urgent enquiries you can always contact our showroom during business hours on (02) 9698 0736.

Once we receive the returned items, we will fully refund you the amount you paid for the order less any cost for shipping the items to you and the return shipping cost.

For in store purchases, we give you the option to return any unopened, unused item in its original packaging, that you bought from us in store for any reason within 7 days of purchase. For in store purchases we only offer a store credit.

3. Damaged or faulty returns.

In the unlikely event that your item arrives damaged or faulty, please notify Urban Couture within 5 business days so we can arrange a replacement (if available), store credit or a full refund. Please contact our Customer Care Team by submitting a ticket at and a member of the team will contact you to assist with organising your Product/s return. For urgent enquiries you can always contact our showroom during business hours on (02) 9698 0736.

You may be required to send us images of the damage for further assessment. Urban Couture will give you the option to arrange a replacement for part/whole of the item, or provide you with a store credit or a full refund. Any refund is made back to the payment option you chose with your original order. Please do not attempt to return the items before speaking to one of our specialists (you may be responsible for any associate expenses if you do so).

We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer’s instructions; using it in an abnormal way; or failure to take reasonable care.

4. Warranty Claim

Urban Couture works closely with suppliers and manufacturers to ensure all products have appropriate warranties. Please contact our Customer Care Team by submitting a ticket and a member of the team will contact you to assist with your warranty claim. You may be required to send us images of the damage to aid in our assessments. We will then contact the supplier and/or manufacturer to finalise your warranty claim. Please do not attempt to return an item before speaking to one of our specialists (you may be responsible for any associated expenses).

We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer’s instructions; using it in an abnormal way; or failure to take reasonable care.

 

* The following postcodes are considered as metro areas. Sydney: 2000 – 2234, 2564 – 2566, 2745 – 2757, 2759 – 2770, 2890 – 2914.

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