Delivery & Returns
What Are the Freight Charges for Orders Within Australia?
Wholesale orders will be shipped out commencing Monday 8th January 2024.
At Urban Rituelle, we want to make your shopping experience as convenient as possible. Here's how our freight charges work for orders within Australia:
- FREE Shipping & FREE Gift: Enjoy FREE shipping and receive a FREE gift on all orders over $100rrp within Australia.
- Flat Rate for Orders Under $100rrp: For orders under $100rrp, we offer a flat rate shipping charge of just $12.95, available Australia wide.
- Standard Shipping Time: Our standard shipping within Australia typically takes approximately 1-5 business days.
- Express Shipping: Need your order sooner? We offer second-day and overnight delivery options for an additional charge. Contact Website Customer Service at 02 9531 1244 during business hours, or email info@urbanrituelle.com.au to receive a quote for express shipping.
Terms & Conditions:
- Free shipping & free gift applies to retail consumer orders over $100rrp for Australian delivery only.
- Please note that free shipping & free gift is not applicable for wholesale orders.
Who Do We Ship Your Orders With?
Urban Rituelle is committed to delivering a seamless shopping experience, from selecting your favourite products to receiving them at your doorstep. To ensure the swift and reliable delivery of your orders, we have partnered with Australia Post.
Australia Post is renowned for its extensive network and commitment to timely and secure deliveries across the country. With their dedication to excellence, you can rest assured that your Urban Rituelle orders will be in safe hands from our warehouse to your doorstep.
By shipping with Australia Post, we aim to provide you with:
- Reliability: Australia Post's extensive experience ensures that your orders reach you safely and on time.
- Convenience: You can track your deliveries and receive updates on the status of your orders, giving you peace of mind.
- Nationwide Coverage: No matter where you are in Australia, we've got you covered. Our partnership with Australia Post means we can reach you wherever you are.
- Quality Assurance: Just as we take pride in crafting our products, we take pride in delivering them to you with the same care and attention.
Can I Click & Collect?
We are very excited to offer you the opportunity to order online and click & collect from our Caringbah boutique, located just 25 minutes south of Sydney CBD. This is a free service.
Collecting Your Urban Rituelle Order
We're delighted that you've chosen to shop with us at Urban Rituelle, and we want to make the process of collecting your order from our Boutique as smooth as possible. Here's what you need to know:
Order Processing Time
Once you've placed your order online, please allow our dedicated dispatch team 24-48 hours to carefully pick and prepare your order for collection.
Confirmation Email
Before making your way to our Boutique, keep an eye on your inbox. You'll receive an email notifying you when your order is ready for pick-up. Look for the status change to "Awaiting Pick-up" in your email notification.
Our Boutique is located at:
Unit 17, 59-63 Captain Cook Drive, Caringbah, NSW 2229
Collection Hours
You're welcome to collect your order during our Boutique's opening hours, Monday to Friday, from 9 am to 4:30 pm. Please ring the door buzzer when you arrive at our Boutique. One of our friendly team members will meet you for collection of your order.
Timely Collection
Please ensure you collect your order within 7 business days after receiving the email confirming its readiness and availability for pick-up.
What to Bring
When you visit our Boutique, please have your order number ready, along with a form of identification (an electronic copy of your email confirmation on your phone is sufficient).
Need Delivery Instead?
If you prefer to have your order delivered to your doorstep, no worries! Contact our office on 02 9531 1244 or info@urbanrituelle.com.au, and we'll be happy to assist you. Please note that additional shipping fees may apply.
How Long Will It Take to Receive My Order?
At Urban Rituelle, we strive to provide you with the best service possible. Here's what you can expect for the processing times of your orders:
Order Processing Times:
Our current order processing time is between 1-2 business days from the receipt of your order to the dispatch, excluding shipping time. Please note that this processing time can vary depending on the volume of orders we receive.
Our dedicated team understands the importance of quick deliveries, and we're working diligently to complete every order in the shortest possible timeframe.
Can I track my parcel?
Absolutely! We make tracking your parcel a breeze. Here's how:
- Order Confirmation: After placing your order on our website, you'll promptly receive a confirmation email. This email will include essential details about your purchase, including your unique order number.
- Dispatch Notification: Australia Post will keep you in the loop by sending you an email notification when your order has been dispatched. This email will contain your tracking number, a crucial piece of information.
- Easy Tracking: Once your order is dispatched, head over to http://auspost.com.au/track/ to effortlessly track its journey. Enter your tracking number, and you'll have real-time updates at your fingertips.
- Need Assistance? For any questions about the status of your order or if you require assistance with tracking, please don't hesitate to reach out. You can contact us via email at info@urbanrituelle.com.au or simply give our website customer service team a call at 02 9531 1244.
Can I Ship to a PO Box or hotel?
Yes, we can ship to a PO Box. If wishing to ship to a hotel please call us on (02) 9531 1244.
Do I Need to Be at Home to Receive the Items? Can I Ship to a PO Box or hotel?
You don't need to be at home to receive your order. Here's how it works:
- Safe Delivery: If no one is home when Australia Post attempts delivery, they will securely leave your package in a safe place.
- Calling Card: Alternatively, if a delivery cannot be made, Australia Post will leave a calling card with instructions.
- Collection Convenience: With the calling card, your item becomes available for collection at your nearby Australia Post retail outlet. This ensures you can retrieve your order at your convenience.
Does Urban Rituelle ship orders to international destinations?
At the current time, unfortunately Urban Rituelle is not shipping to international destinations.
What do I do if my order hasn't arrived?
Once we've dispatched your order, you'll receive a confirmation email from Australia Post with a parcel tracking number. If your parcel hasn't reached you within three days of dispatch, here's what to do:
- Track Your Order: Head to http://auspost.com.au/track/ and enter your tracking number for real-time updates on your parcel's whereabouts.
- Local Post Office: You can also check with your local Post Office for any information on your delivery.
- Contact Us: For assistance and support, please don't hesitate to contact our team at (02) 9531 1244 or send us an email at info@urbanrituelle.com.au.
What Is Our Return to Sender (RTS) Policy?
At Urban Rituelle, we strive for seamless deliveries, but occasionally, items may be returned to us. Here's how we handle RTS situations:
- Our Error: If we've made an error resulting in the parcel not reaching the correct address, we will promptly re-ship it to you at our expense to ensure it reaches the correct destination.
- Responsibility for Additional Charges: However, if the parcel is returned to us due to an error or inaction on your part, and we incur extra charges for its return and subsequent reshipment, we reserve the right to pass these additional charges onto you as a condition of re-sending the parcel.
- Examples of Errors or Inaction: Examples include entering an incorrect or incomplete address (including omitting a company name for business addresses) or failing to claim the parcel for over two weeks after the delivery driver leaves a notification card in your mailbox.
- Cancellation Option: If you choose to cancel the order when an item is returned to us, we will process a refund to you, minus shipping costs incurred.
Our Returns Policy
At Urban Rituelle, your satisfaction is important to us. If you believe there is an error or fault with your order, we are happy to facilitate a return or exchange for full-priced items, subject to the following conditions:
Return Conditions:
- The item must be returned within 7 days of the invoice date and accompanied by the original proof of purchase.
- The item must be returned in its original, unopened, and unaltered condition. Returns cannot be accepted if there are visible signs of usage.
Exceptions:
Due to health & safety, Urban Rituelle is not accepting returns to the Urban Rituelle Warehouse for bath and body care products.
Please note that we do not accept returns or exchanges for sale items, items received as free gifts with purchases, or for 'change of mind' reasons.
Purchase Source:
Urban Rituelle accepts returns exclusively for goods purchased from the www.urbanrituelle.com.au website or from our Urban Rituelle Caringbah Boutique. If you purchased an Urban Rituelle product from another retailer, please contact that retailer directly for assistance.
How to Request a Return or Exchange:
To initiate a return or exchange request, please contact us by emailing info@urbanrituelle.com.au or calling our friendly team at (02) 9531 1244 within 7 days of the invoice date. We will provide you with a Returns Authorisation Form, which is required to accompany your returned goods. Please note that returns cannot be accepted without this form. As we use an external delivery service (Australia Post E-Parcel), all shipping costs are the responsibility of the buyer, and we are unable to refund these charges.
Return Packaging:
Ensure that all items are returned in their original packaging and in the exact condition as received. If any item is not received in the exact condition as dispatched, a refund or exchange cannot be offered. Any damage incurred during transit to Urban Rituelle is the responsibility of the sender, and we cannot refund or exchange damaged items. Please note that Urban Rituelle is not responsible for customer returns that are not received.
Processing Time:
Refunds and exchanges are typically processed within 48 hours of receipt. For refunds we will credit your original method of payment.
What happens if the product I ordered is not what I receive?
If the product doesn't align with your original purchase order we'll gladly provide a replacement of the correct item you ordered and cover associated shipping costs. It's crucial to return the incorrect product within a 10-day window from the receipt of goods date. We'll send you a dispatch label to affix to the parcel and you can conveniently drop it off at any Australia Post retail outlet. You'll receive a Proof of Posting receipt complete with a unique barcode number for parcel tracking.
What if the items you receive are damaged in shipping?
If your package sustains damage during shipment, please contact our Website Customer Service at 02 9531 1244 or email us atinfo@urbanrituelle.com.au. Keep in mind that we may request photographs of the damaged goods. Once approved, you can proceed to return the damaged product, and we will happily replace it for you at no cost.
We're Here to Help
If you have any questions or require further assistance, don't hesitate to contact us. We're here to make your shopping experience with Urban Rituelle exceptional.