FAQ

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 bag, so we’ll exchange of 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.

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 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.

DISCOUNT CODES

Only one discount code/voucher may be used per order.

LOYALTY PROGRAM FAQ's

How do I sign up?
You can sign up by clicking on this link: https://uo.com.au/account/register

Does it cost anything to join?
No, it is completely free to join the program.

What details do I need to provide to sign up?
You will need to provide your Full Name, DOB and email address.

Can I sign up without giving my email address?
Your account is linked to your email address, so you need a valid email address to join our program. This is how we will contact you to let you know of any special rewards, gifts or exclusive offers we are offering.

I have two accounts. Can I transfer my rewards from one to the other?
Unfortunately it isn’t possible to transfer points between accounts.

How do I find out how many rewards I’ve earned?
This information can be found by logging into your store account on our website www.uo.com.au

Can I transfer my gift or discount to someone else?
No, sorry. The gifts and discounts are our reward for you, so they cannot be transferred.

How do I contact the customer service helpdesk?
You can contact Customer Service by sending an email to customerservice@uo.com.au.

Can I earn rewards on sale items?
You certainly can. You can both earn and redeem rewards on these items.

Can I earn rewards when I buy a gift card?
No, points cannot be earned on gift cards

Does my rewards balance go down if I return my purchase?
Yes. If you return an item, those reward points are taken off the balance.

Can I return a purchase made using my reward points?
Yes, purchases made using rewards points are treated as regular sales.

How do I get my voucher?
Your vouchers will be emailed to you and can also be found in your rewards centre home page on your store account.

Can I use my voucher with other promotions?
No, unfortunately only one code can be used at a time on our website. This includes discount codes.

I can’t find my voucher, how can I redeem it?
If you can’t find your voucher, please contact customerservice@uo.com.au and we would be happy to help you out.

My voucher has expired. Can I still use it?
You cannot redeem your voucher once it's expired. We make an effort to send email reminders along the way, and the rewards from your next purchase will go towards your next voucher.

Do I get change from my voucher if I don’t spend the entire amount?
You will need to spend the entire voucher in one transaction as the voucher is not redeemable for cash.

Why isn’t my voucher working?
If your voucher isn’t working, please contact us at customerservice@uo.com.au and we would be happy to help you out.

I have two vouchers. Can I use them both in one purchase?
Unfortunately only one voucher can be used per transaction.