FAQ

DO YOU SHIP WORLDWIDE?

We ship all over the world, please see the shipping and delivery page for detailed shipping costs and delivery timeframes. Our USA and Canadian orders ship from our Los Angeles Warehouse. Australian orders ship from Sydney.

HOW CAN I PAY FOR MY ORDER?

We accept payments in multiple currencies via Visa, MasterCard, PayPal and Direct Bank Deposit via POLI.

I HAVE JUST PAID FOR MY ORDER, WHAT HAPPENS NEXT?

You'll receive an email confirming your order has been completed, and a second email once your order has been shipped. Finally an email from our shipping partner with your parcel tracking information will come through just after dispatch. All orders placed before 1pm AEST (Monday-Friday) will ship that day. All orders placed after 1pm AEST (Monday-Friday) and on weekends will be dispatched the next business day.

CAN I TRACK MY ORDER?

All orders are shipped with tracking and the details for your package will be emailed to you on dispatch so you can keep an eye on it in transit.

WHAT IS THE RETURN POLICY?

We want you to love your bag, so we’ll exchange of refund your purchase so long as it's returned to us within 30 days of ordering. Please see the refunds and exchanges page for full details.

WILL I NEED TO BE HOME TO ACCEPT DELIVERY?

Please note, all orders are shipped with signature requirements. Please provide a residential or work address as UPS does not ship to PO boxes.

UPS are the preferred carrier for Urban Originals. If you are not able to sign for the package UPS will re-attempt delivery up to 3 times. An attempted delivery card will tell you how and where you may pick up the parcel. After 3 unsuccessful attempts the parcel will be returned to our warehouse.

If you do not receive a notice card, please contact UPS to confirm the UPS facility address for pick up or visit the UPS site for further information.

If your package is returned, please contact us at customerservice@uo.com.au for further assistance.

WHEN WILL MY ORDER BE DISPATCHED

Orders placed before 1:00pm AEST (Monday-Friday) will ship that same day.Orders placed after 1:00pm AEST (Monday-Friday) and on weekends will be dispatched the next business day.

DELIVERY TIMEFRAMES

The above timeframes are to be used as a guide only and commence from the date of dispatch. Urban Originals will do its utmost to meet the indicated delivery times but is not held responsible for any delay caused by the postal service or customs clearance. If delivery is attempted and nobody is available to accept the parcel, in most cases it should be held at your local postal facility for a period of time. If you are not contactable and your parcel is unable to be delivered, it will be returned to us and we’ll then contact you to arrange alternate delivery.

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