Customer FAQ’s

page-banner-al-blk.jpg

FREQUENTLY ASKED QUESTIONS

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 info@urbanrituelle.com.au or on (02) 9531 1244 within our business hours of Monday – Friday, 9am – 5pm AEST.

Online  Orders: We are working closely with our external partners to ensure your order gets to you as quickly as possible. Please note that due to COVID-19 safeguards, limited flights and increased parcel volumes, there may be some delays with your orders. Rest assured we will get your order to you, we promise you this! All online warehouse spring clearance sale orders will be dispatched from 28th September, 2020. 

Thank you for your patience and ongoing support!! 

COVID-19 (Update as of 8th April 2020) 

As we continue to navigate the current circumstances surrounding COVID-19 the health, wellbeing and safety of our customers, team and community remain our top priority. Our boutique remains open, but we have enforced social distancing rules as recommended by the Australian Government. Hand Sanitiser is available for all customers entering and leaving the store, and our office and boutique staff are adhering to the strictest health and safety measures.

The Urban Rituelle Warehouse is still open, and our Warehouse team are adhering to stringent health and safety measures and social distancing rules which many result in some delays in shipping. We thank you for your patience during this time.

Products are available to purchase on the Urban Rituelle website and can be delivered to your door so you can relax and unwind at home.

We will continue to inform our community with updates as they continue to happen.

Thank you for your support! Should you have any queries our team are here to help: info@urbanrituelle.com.au

 

ORDERING ONLINE

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. 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 http://www.xe.com/ucc

 

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 forgot to enter a promo code at checkout.  

 

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 terms and conditions are met. If you are still encountering issues, please contact our team on (02) 9531 1244 within business hours.

 

5. 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.

 

6. 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.

 

7. 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. If you continue to experience issues, please call us on (02) 9531 1244 within business hours.

 

8. How Do I Order A Gift Voucher? 

Gift vouchers are available to shop here: https://www.urbanrituelle.com.au/giftcertificates.php 

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. 

 

9. How Do I Redeem A Gift Voucher?

Please see our guide here:

https://www.urbanrituelle.com.au/giftcertificates.php?action=redeem

 

DELIVERY

 

1. What are your freight charges?

Shipping is free for all Australian orders over $100. For orders under this amount, there is a flat shipping rate of $12.95 Australia wide.

For international customers, shipping will be calculated at checkout. Prices shown are calculated based on the weight of goods in your order as well as distance for shipping.

 

2. How long will it take to receive my order?

 All care is taken so that when an order is placed it is dispatched as soon as possible.

However, please note that we are currently experiencing an increase in online orders. Due to the current volume of orders & COVID-19 restrictions, we have had to put in place some temporary changes to our office & warehouse processes. 

Our current processing times for orders may take longer than usual & is now between 3-5 business days from receipt of order to despatch, excluding shipping time. This processing time can change due to a sudden increase of orders.  

We want to exceed your expectations at all times, so we are asking that you place your orders a little earlier than usual, so that we can do our best to always meet your needs.

Our team understands the importance of quick deliveries & we are working diligently to complete every order in the shortest possible timeframe.

We want to thank you for your patience & understanding at this time.

3. How do I track my delivery?

Once you have placed your order you will receive a confirmation email with information about your order as well as an order number. You will be notified by Australia Post via email when your order has been dispatched and will be provided with a tracking number. Once dispatched, your order can be tracked via https://auspost.com.au/track/

 

4. Do I need to be at home to receive the item?

You can choose at checkout if there is Authority to Leave the parcel if no one is home. In the instance no one is home, Australia Post will either leave your parcel in a safe place or leave a calling card. If a calling card is left, your item will then be available for collection from your nearby Australia Post retail outlet.

 

5. If I have placed an online order with a pre-ordered item, when will my goods be dispatched?

Your order will be dispatched once your pre-ordered item has been manufactured at Urban Rituelle HQ. All our goods are manufactured by us, and all our fragrances are hand poured by our team. We take great care in ensuring the quality of all our products and will endeavour to get your goods out to you as soon as possible. Expected dates of when the items will be available and dispatched are listed above the pre-order button on applicable product pages. For further information about your pre-ordered items please contact us on (02) 9531 1244

 

6. What is your policy when items are RTS (Return to Sender)?

If for any reason we have made an error which has resulted in us not sending the parcel to the correct address and the parcel has been returned to us, we will immediately re-ship it to you at our cost to your correct address.

If however, the parcel has been returned to us as a result of error or inaction on your part, and we incur additional charges to resend it to a different address, we then reserve the right to request additional payment from you to cover shipping costs. Example of error or inaction would be entering an incomplete address at checkout or when you do not claim the parcel for more than 2 weeks from when delivery is attempted. If you opt to cancel the order if the item is returned to us, then we will refund you less all shipping costs incurred.

 

7. Can I Ship to a PO Box or Hotel?

Yes, we can ship to a PO Boxes. If wishing to ship to a hotel please call us on (02) 9531 1244. 

 

PAYMENT

 

1. What payment methods do you accept?

We currently accept Visa, Mastercard, Paypal & 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 https://www.afterpay.com/en-AU/how-it-works

 

INTERNATIONAL CUSTOMERS

 

**INTERNATIONAL CUSTOMERS PLEASE NOTE**

We’re very sorry, but at this current time, we are unable to ship to addresses outside of Australia. Due to the impact of COVID-19 we can only ship to addresses within Australia. Thank you for your understanding!

 

RETURNS 

Updated 8th April 2020

COVID-19 UPDATE: As a direct result of the circumstances surrounding COVID-19, all customers should PLEASE NOTE that during this time Urban Rituelle is not accepting returns to the Urban Rituelle Warehouse for bath and body care products.

We kindly ask that you do not attempt to return these items to the Urban Rituelle warehouse. This is for the health and safety of our warehouse team to prevent the spread of illness.

If you wish to return or exchange products (exclusive of bath & body care products) that have been ordered, please read our Returns Policy below and call our friendly team at (02) 9531 1244 or email at info@urbanrituelle.com.au. Our team will be happy to assist!

1. What is your returns policy?

Urban Rituelle would like you to be satisfied with your purchase. If you believe there is an error or fault with your order, we will gladly accept a return or exchange on any full priced items subject to the following conditions:

·       The item must be returned within 7 days of invoice date with original proof of purchase

·       The item must be returned in its original condition – unopened and unaltered. Returns will not be accepted if visible signs of usage are evident.

Please note that Urban Rituelle does not accept returns or exchanges on sale items, free gift with purchases or on ‘change of mind’ items.

Urban Rituelle only accepts returns on goods purchased from the www.urbanrituelle.com.au website or from the Urban Rituelle Caringbah Boutique. If you have purchased an Urban Rituelle product from another retailer please contact that retailer directly.

To lodge a return or exchange request, please email info@urbanrituelle.com.au or call our friendly team on (02) 9531 1244 within 7 days of invoice date. We will email to you a Returns Authorisation Form which you are required to return with the goods. Please note, we cannot accept any returns without this Returns Authorisation Form. As we use an external delivery party (Australia Post E-Parcel) please note that all shipping costs are the responsibility of the buyer. We are unable to refund the freight charges.

Please return all items in the 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 will not be offered. Any damage incurred during transit to Urban Rituelle is the responsibility of the sender and any damaged items will not be refunded or exchanged. Urban Rituelle is not responsible for customer returns that are not received.

Refunds and exchanges are generally processed within 48 hours of receipt. For refunds, we will credit your original method of payment.

 

2. What happens if the product I ordered is not what I received?

If the product is not what you originally ordered in your purchase order, we will happily replace the product with what you want and cover the shipping charges. It is important the incorrect product is returned within a 10-day period, calculated from the receipt of goods date.

We will send you a dispatch label which you attach to the parcel and then take it to any Australia Post retail outlet. You will receive a Proof of Posting receipt bearing a unique barcode number which can be used to track the parcel.

 

3. What if the items I receive are damaged in shipping?

If your package was damaged in shipment, please call us on 02 9531 1244 during business hours or email info@urbanrituelle.com.au. Please note we may require photos of the damaged goods. You can return your damaged product and we can replace it for you free of charge.