Customer FAQ’s



Please see below a list of some of our most Frequently Asked Questions (FAQs). If your question isn’t answered here, or if you would like to get in touch, you can reach us via or on (02) 9531 1244 within our business hours of Monday – Friday, 9am – 5pm AEST.


We are happy to advise that 'Click & Collect' is now available for our customers!

If you would like to order online, Click & Collect orders are available for pick up between Monday & Friday 9am - 5pm. We encourage you to use this service for a fast & efficient shopping experience with us.

Please make sure you await your email confirming that your order is ready and available for collection before attending our premises in Caringbah.


Visit the Urban Rituelle boutique to experience the full collection of our bath, body & home fragrance products in one delightful retail space.

Our boutique is now open Thursday & Friday 9am - 5pm. On arrival please buzz our intercom for access to our retail store.

If you would like to order online, Click & Collect is available Monday - Friday 9am - 5pm and we encourage you to use this service for a fast & efficient shopping experience with us.





1. Is it safe to order online?

Ordering from Urban Rituelle online is safe and secure. Our PCI DSS Compliant Payment Gateway Providers – Stripe, Afterpay, Zippay & Paypal- ensures your credit card and contact details are safe and secure.

By being PCI DSS compliant, Stripe 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

2. What currency is displayed on the Urban Rituelle website?

Prices are displayed and charged in Australian Dollars (AUD) and are inclusive of all taxes.

To convert Australian dollars to a different currency, we recommend visiting

3. How do I redeem a promo code?

After you have added all the items to cart, please proceed to view cart. You will then have the option to apply a discount to your order in the “Promo Code” field underneath your order items. Click the “Apply” button to add the discount to your order total. Please note, the applicable promo code must be applied at checkout to redeem the supporting discount. Please also note that we cannot process refunds for the discount amount if you forget to enter a promo code at checkout.  Promo codes cannot be applied when redeeming gift vouchers. 

4. Can I use more than one promo code in my order?

At the current time our website supports the use of one promo code per order.

5. What should I do if my promo code isn’t working?

Promo codes are case sensitive, please check if the code is entered as specified in any Urban Rituelle marketing communications. Please also check that the code has not expired, and that the items in your cart are applicable to the promotion. If you are still encountering issues, please contact our team on (02) 9531 1244 within business hours, or please email

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

Until your order is submitted to our warehouse, we can make changes to it. Please call us immediately on (02) 9531 1244 within our business hours of Monday – Friday, 9am – 5pm AEST. Please note we cannot make changes to your order once it has been submitted for dispatch with the courier.

7. How will my orders come packaged?

All items are carefully protected and are placed inside a post satchel or recyclable cardboard box to protect your goods during delivery.

8. What should I do if I am having problems logging into my online account?

In the first instance we recommend refreshing the web page and clearing your cache. We then suggest resetting your password and to try log back in again. Please check your inbox and junk folder for the 'reset your password' email. If you do not receive a 'reset your password' email we suggest creating a new account. If you continue to experience issues, please call us on (02) 9531 1244 within business hours.

9. How Do I Order a Gift Voucher? 

Gift vouchers are available to shop here: 

Follow the prompts on the order page, and then proceed to checkout to place your order. 

Once payment is fulfilled, the gift certificate will be emailed to the recipient's email that was specified on the order page. 

Please note that when ordering a gift certificate, promo codes cannot be redeemed at checkout. 

Gift certificates are non-refundable. 

10. How Do I Redeem A Gift Voucher?

Please see our guide here:



1. What payment methods do you accept?

We currently accept Visa, Mastercard, American Express, Paypal, ZipPay & AfterPay.

2. What is Afterpay?

Afterpay is an interest free payment plan option that we offer on all of our Australian orders. For more information please visit



We’re very sorry, but at this current time, we are unable to ship to addresses outside of Australia. Thank you for your understanding!