Frequently Asked Questions

Below are some frequently asked questions that may assist you with your online order.

1. Is it safe to order online?

Ordering from Urban Rituelle online is safe and secure. Our PCI DSS Compliant Payment Gateway Provider - eWAY ensures your credit card and contact details are safe and secure.
By being PCI DSS compliant, eWAY has been certified as a trusted partner by the major credit card schemes. The security standards in place ensure that all credit card data is encrypted and secured.

For more information please visit http://www.eway.com.au/about-eway-payment-service-provider/.

 

2. Can I purchase Urban Rituelle products from outside of Australia?

Yes, absolutely! 

Simply enter your country and postal code at the checkout. Freight to your shipping destination will then be automatically calculated. Easy!


**INTERNATIONAL CUSTOMERS PLEASE NOTE**
Due to customs restrictions, Perfumes are NOT available for international shipment. Consequently, you may see these items on our Australian site, but unfortunately we are unable to supply them to our international customers. Please remove these items from your shopping bag if the shipping destination is outside of Australia.

Urban Rituelle does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country. International customers will need to check with their local customs office in regard to what, if any, duty you may be liable for when the order arrives. By confirming a purchase you are accepting responsibility for all Customs Charges incurred.

 

3. Can I purchase your products from retail stores?

Yes, we have over 1000 stockists in Australia as well as retailers in New Zealand, Japan, Phillipines, Hong Kong, Korea and Taiwan. For Australian stockists, simply go to the "Stockists" page to view your nearest store. For international retailers, please email info@urbanrituelle.com.au


4. How will my orders come packaged?

All items will be carefully protected with wrapping and placed inside a post satchel or cardboard box to protect them during delivery.

 

5. Can I sell Urban Rituelle products in my store?

Yes. To request information on becoming an Urban Rituelle wholesale customer, please email info@urbanrituelle.com.au or phone 02 9531 1244.

 

6. Does Urban Rituelle test their products on animals?

No, absolutely not. We do not conduct product or ingredient tests of any kind on animals, nor do we accept animal testing of any kind along our supply chain. However, we do test all of our products on the Urban Rituelle staff who are happily obliging!

 

7. Colour on the Internet

Please keep in mind that colour monitors display colours differently. Urban Rituelle endeavours to accurately display the colours of the products you see on the website. However, there may be slight variations from colours displayed on screen to real product that are beyond our control.

 

ORDERING

1. How will I know if my order has been received?

You will receive an order confirmation number at the conclusion of your order process as well as a confirmation email including order number and the total amount (AUD) to be charged.

 

2. How do I check the status of my order?

Once you have placed your order through this site, you will receive a confirmation email with information about your purchase and an order number. You will also be notified by Australia Post via email when your order has been dispatched, along with your tracking number. Once dispatched, your order can be tracked via www.auspost.com.au/parcels-mail/track.html#/track. To check on the status of any other order please email shop@urbanrituelle.com.au or phone our website customer service on 02 9531 1244.

 

3. What are the promo codes at the checkout?

Urban Rituelle frequently gives you the opportunity to take advantage of special offers by entering promo codes upon checkout. These promo codes are available for online orders only and cannot be applied to previous purchases. Only one promo code may be used per order.

 

4. What if the item I order is out of stock?

Occasionally a product may be unavailable. If you email shop@urbanrituelle.com.au we will be happy to contact you via email when the item you want is back in stock.

If you order a product that is currently out of stock, you will receive an email to let you know about it. We will advise you of the date it will be available or provide you with the opportunity to exchange or cancel your order.

 

5. Can I change my order once it has been submitted?

Until your order is submitted to the warehouse we can make changes to it, but unfortunately after this point we cannot change or cancel it. If you have placed an order and you wish to change or cancel it, please call us immediately (or if you order out of our business hours: Mon - Fri 9am to 5pm Sydney time - then call website customer service as soon as we re-open) on 02 9531 1244 and hopefully we will be able to accommodate your request before the order is submitted for dispatch.

Please DO NOT EMAIL us with your request, as it is quite possible that your email will not be seen and actioned prior to the order being submitted to the warehouse.

Unfortunately, we cannot change your order once it has been submitted to dispatch.

 

6. What do I do if I am having problems placing an online order?

Please email us at shop@urbanrituelle.com.au with details of the problem.

It would be very helpful if you could include as much information as possible, including which web browser (Internet Explorer, Google Chrome, Firefox, Safari, etc) and computer (Windows XP, Mac, iPhone etc) you were using.

If you can, please also include a screen-shot of the problem.

 

PAYMENT

1. What Payment methods do you accept?
We currently accept: Visa, Mastercard & PayPal.

 

2. Pricing & Taxes:
The prices that appear on this website (AUD$) are quoted in Australian dollars only and are inclusive of all taxes. There are no additional tax charges at the checkout.

To convert Australian Dollars to a different currency, you may wish to visit the following link: http://www.xe.com/ucc.

International customers please note: Urban Rituelle does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country. International customers will need to check with their local customs office in regard to what, if any, duty you may be liable for when the order arrives. By confirming a purchase you are accepting responsibility for all Customs Charges incurred.
 

 

CUSTOMER SERVICE

For Customer Service and questions regarding your order, please call Urban Rituelle Website Customer Service on 02 9531 1244 between 9AM and 5PM EST, Monday through Friday.

You may also contact us via email at shop@urbanrituelle.com.au.

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