Delivery & Returns

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SHIPPING UPDATE: 

We are currently experiencing an increased demand to online orders. Reductions in freight capacity is also causing further delays to shipping times Australia-wide. Our team is aiming to fulfill your orders as quickly as we can. We thank you for your patience and understanding as we navigate these changes.

Please further note that due to the impact of COVID-19, we are currently unable to ship to addresses outside Australia. We hope to be able to ship internationally again soon!

If you have any questions, please do not hesitate to contact us – we’re here to help! You can email us at info@urbanrituelle.com.au, via our ‘Contact Us’ form here or phone us on (02) 9531 1244.

Ordering For Christmas? 

Australia Post have advised that deliveries for Christmas may take longer than normal. Be sure to order your Christmas gifts by December 12th on www.urbanrituelle.com.au to ensure they arrive in time for Christmas Day. 

Are you a Wholesale Customer? 

Due to the increased volume of orders, our processing and despatch times may take longer than usual. Orders will be despatched 7-business days from payment. Delay in payment will unfortunately extend despatch and delivery date. PLEASE FURTHER NOTE that Startrack is also experiencing delays with shipping Australia-wide. Our team understands the importance of quick deliveries and we are working to complete every order in the shortest time frame. We thank you for your patience and understanding during this time. 

What are the freight charges?

Receive FREE Shipping on all orders over $100.00 within Australia. For orders under $100.00, shipping is a flat rate charge of $12.95 Australia wide. Standard shipping within Australia takes approximately 1-5 business days. Second day and overnight delivery is available for an additional charge. Please phone Website Customer Service on 02 9531 1244 during business hours, or email info@urbanrituelle.com.au to receive a quote for express shipping.

Terms & Conditions: Free shipping on orders over $100 for Australian delivery only. Free Shipping not applicable for wholesale pricing.  

How long will it take to receive my order?

 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.

Can I track my parcel?

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 http://auspost.com.au/track/. To check on the status of any other order please email info@urbanrituelle.com.au or phone our website customer service on 02 9531 1244.

Do I need to be at home to receive the items?

If no one is home, Australia Post will either leave your box 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.

Does Urban Rituelle ship orders to international destinations?

At the current time, due to the impact of COVID-19, Urban Rituelle is not shipping to international destinations. 

What do I do if my order hasn't arrived?

Once your order has been dispatched you will receive a confirmation email with parcel tracking number from Australia Post. If you have not received your parcel within three days of dispatch, please track your order via http://auspost.com.au/track/, or check with your local Post Office. Alternatively, contact us on 02 9531 1244 or email info@urbanrituelle.com.au.

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 for the return shipment and then for shipment back out to your advised address, then we reserve the right to pass these additional charges that we incur onto you, as a condition of sending the parcel back to you.

Examples of error or inaction are if you enter an incorrect or incomplete address (including not noting a company name where delivery is to a business address) or where you do not claim the parcel for more than 2 weeks from when the delivery driver leaves a card in your mailbox notifying you of their attempted delivery.

If you opt to cancel the order if the item is returned to us then we will refund you less all shipping costs incurred.

Returns

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!

Updated as of 8th April 2020 

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.

What happens if the product I ordered is not what I receive?

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.

What if the items I receive are damaged in shipping?

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

If you still have further questions please don't hesitate to contact Urban Rituelle on 02 9531 1244 and ask for Website Customer Service.