Frequently Asked Questions

WHERE IS URBAN BASED?

Urban is based in Australia. We do regular shipments to New Zealand once a month. Once your order is processed, we will send you a confirmation email of what shipment your order will be on, based on available dates of products.

ORDERING

Payment Terms & Min order req

New customers are required to pay first orders by credit or debit card only. Once your first order payment has been received, you can be placed onto a 20 day EOM account with the return of our Account Form.

Minimum order must be equal to $400 pre-GST.

Christmas must be placed separately as stock arrives late September and must reach the relevant minimum order amount. To avoid disappointment, we recommend ordering Christmas as early as possible as we release Christmas early in the year.

Sales Stock Order and Backorders

Sale stock orders and backorders must equal $400 pre-GST.
Sale stock orders are required to be paid via credit card.

SHIPPING

Freight charges are based on a percentage of your pre-GST order subtotal. Please note that for sale items, the freight will be 1.5 times the percentage quoted belowSale stock orders and backorders must equal $400 pre-GST.
7% - Auckland
10% - North Island
12% South Island

WHEN WILL MY ORDER SHIP?

Once your order is processed, the office will advise shipping times. We dispatch from Australia to New Zealand once monthly.

Your order will be dispatched based on when majority of stock is available, and the order minimum requirements will be taken into account.

RETURNS – CHANGE TO ‘CREDIT CLAIMS’

Although we pack your order as carefully as possible, sometimes breakages and mistakes can occur. If you have any issues with your order please email accounts@urbanproducts.com.au within 7 days of receiving your order so that we can rectify this for you.

For your claim to be successful please ensure to include the code of the broken, faulty or missing items along with photos of breakages or faults. We are unable to provide credit notes without this information.