SHIPPING POLICY & PRE-ORDERS
Urban Rose would like to thank our amazing customers for choosing our store. Your support means the world to us and our small family-owned business. We are so lucky to have customers like you!
Please read the below Shipping, Returns, and Pre-order Policies carefully as when you place an order, it constitutes your agreement with Urban Rose.
SHIPPING TERMS
All our items are shipped directly from Urban Rose Kootingal, NSW, Australia. We aim to process all orders within 1-2 business days of receipt of payment and provided your order is complete and does not contain a Pre-ordered item. Once an order is processed, we’ll do our best to dispatch orders on the same business day or the next business day. If you require your order urgently, please contact us and we will do our best to dispatch it as quickly as we can.
We ask for your patience as this handling period may vary, for example, if we have a high volume of orders or during sale periods.
Our preferred carrier is Australia Post and once an order is paid in full and then fulfilled, you will receive an email from Willow and Wolf Label with your tracking details. Shipping rates are automatically calculated and applied at checkout by weight and destination by Australia Post shipping calculator.
**Bulky items; additional costs may incur. We’ll contact you before processing your order to discuss options (such as paying any additional costs or to amend your order).**
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DELIVERY TIMEFRAMES
Delivery times will vary between orders – we’ll do our best to let you know when to expect your delivery, however this is largely dependent on the delivery service provider. As a guide, your orders should arrive within 3-10 business days, unless advised otherwise.
** THESE ESTIMATES ARE BASED ON GENERAL DELIVERY PERFORMANCE AND DO NOT TAKE INTO ACCOUNT ANY NETWORK DISRUPTIONS THAT MAY CAUSE DELAYS, SUCH AS THE CURRENT COVID-19 PANDEMIC. DUE TO THE PANDEMIC SHIPPING MAY INCUR DELAYS OUT OF OUR CONTROL. WE APPRECIATE YOUR PATIENCE AND SUPPORT DURING THIS TIME.**
INTERNATIONAL SHIPPING
We also ship worldwide to countries within reach of our preferred carrier for International Shipping which is DHL. Shipping Costs for all international orders are calculated and applied to orders at checkout by weight and destination and are sent via DHL or Australia Post using their tracked services when available. Not all countries are serviceable. If you are not seeing a shipping rate at checkout, please contact us and we can obtain a shipping quote for you with other carriers that will service your area.
Duties, taxes and importing fees are the sole responsibility of the customer. Please contact your local authority/customs agency for more information.
Once a parcel has left Australia, the delivery phase is handed over to the postal service of your country that is a part of the Universal Postal Union. We cannot accept responsibility for any delays or any tracking discrepancies as you can appreciate, we have no control over the reliability of your countries postal service. No postal service is perfect. Although rare, parcels can go missing or encounter damage whilst in transit. Should we experience the unfortunate circumstance of making a claim for damages, we may request detailed photo's to provide evidence and to substantiate such claim.
International customers requesting refunds due to delays in shipping will only be honoured once we can confirm the parcel is being returned to sender. We will only process refunds once the parcel has been scanned and tracking is updated to reflect the parcel is on its way back to us.
Some countries do not accept or process any return to sender requests whilst the parcel is in transit. In this case the parcel will be delivered to you and if you wish to proceed with obtaining a refund, you must refuse delivery and instruct the delivery person to return the parcel to sender. Should you accept and take delivery of the parcel, you will be responsible for any return shipping charges if you wish to proceed with obtaining a refund.
*All shipping charges are subject to change without notice. *
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DELIVERY ADDRESS
It’s your responsibility to make sure that your postal address details are correct - we won’t be responsible for any incorrect or failed delivery if you don’t supply current, accurate postal address details. If your order is undelivered due to your error and returned to us, we reserve the right to require you to pay further postage fees or terminate this agreement and issue a refund in accordance with this agreement.
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ORDERS LOST IN TRANSIT
When we dispatch your order, we will give you a tracking number for you to track the progress of your order.
If you’re concerned that your order has been lost or misdelivered, we ask that you contact us as soon as possible, so that we can investigate. You understand that while we’ll investigate your missing order, we make no representations as to responsibility or liability for any lost or misdelivered order. In the event of items lost or damaged in transit, you acknowledge that our liability is limited to the amount of any compensation we are able to recover from the delivery service provider, less our reasonable costs of investigating and applying for any compensation, unless otherwise required by law.
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PRE-ORDERES
A pre-order is an order placed for an item that is not in yet in stock. We often open pre-orders for popular items that sell out quickly. This also guarantees an immediate dispatch when the product arrives in stock.
Pre-orders that include other items in stock will not be shipped until the pre-order item is available. All items will be sent as one delivery to economise on shipping charges. You can request to have the stock items shipped separately and is subject to additional shipping charges.
*All shipping charges are subject to change without notice. *
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