1. HOW DO I ORDER ONLINE?
To make a purchase online, simply browse through our products and once you have made your selection, adjust the quantity desired and click on the “Add to Cart” button. Your item(s) will now be in your Shopping Cart. Once you are ready to finalise your order, click on the “Check Out” button inside your Shopping Cart and follow the prompts to complete your purchase. More details are available on our How to Shop page.
2. I'VE ORDERED-WHAT'S NEXT?
Once you have placed your order with our Urban Status web boutique you will receive an email confirmation with a copy of your order invoice. If any details are incorrect please notify our customer service team immediately.
The dispatch time of your order will be 24-48 hours of your order being placed.
Once your order has been dispatched, you will receive a shipment email with your tracking number and link for you to track your order.
All your orders made with the web boutique are listed in your account under MY ORDERS.
If you have any queries in regards to tracking your order please contact the courier company directly or our friendly customer service team.
3. I CANNOT CHANGE OR INCREASE THE QUANTITY OF MY ITEM ORDER
If you are unable to increase the quantity of a product when ordering online it may mean we do not have the stock available to fulfill the order. Please contact our customer service team, who may be able to help.
4. MY ORDER ISN'T ABLE TO BE COMPLETED DUE TO STOCK AVAILABILITY
If by some chance your order is unable to be fulfilled due to stock being unavailable, our online team will notify you and refund you in full as soon as possible.
If your payment has gone through but you have not received a notification email, please contact our customer service team to check on the status of your order.
We will require the following information to investigate:
- Date of order placed
- Approximate time of order placed
5. HOW DO I KNOW MY ORDER HAS BEEN SHIPPED?
Once your order has been packed and dispatched from our warehouse, you will receive a shipping confirmation to your registered email address.
6. HOW DO I TRACK MY ORDER?
Once your order has been dispatched from our warehouse, you should receive an email with your tracking number. Please note tracking may take up to 24 hours to register on the Australia Post website.
If you haven't received a tracking email from Australia Post, please contact our customer service team and we'll assist you with tracking your purchase.
7. CAN I CHANGE OR CANCEL MY ORDER?
As we are committed to getting your order out to you as quickly as possible, please make sure all information entered is correct before placing the order.
If your order has been confirmed but not shipped (i.e. you have not received a Shipping Confirmation email), please contact our customer service team with your order number.
If your order has been shipped, the product(s) will need to be returned to us. To start the returns process, please contact us, and review Returns page.
8. I HAVEN'T RECEIVE AN ORDER CONFIRMATION EMAIL
If you have placed an online order but not yet received an order confirmation email, please check your junk or spam folder to see if it's there. In the case your email address was entered incorrectly or your payment has not processed, please contact our customer service team for assistance.
9. WHAT IF THERE IS A MISSING OR INCORRECT ITEM IN MY ORDER?
If you have been sent an incorrect item or are missing an item from your order, please contact our customer service team so that we may assist you. We will endeavour to send you or replace the missing item as soon as possible. We will also pay for return postage where applicable.
10. WHAT IF I RECEIVE A FAULTY ITEM?
If you have received a faulty or damaged item purchased online, we will send you a replacement (subject to availability) and pay for the return postage costs. You can start the return process by visiting our Returns page. Please contact our customer service team so that we may assist you.
11. HAS MY ORDER BEEN SUCCESSFUL?
Once an order has been placed, a confirmation page will load with your order number. All successful order transactions will also receive an order confirmation via the registered email address. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively (if you are a registered customer), you can log in to your account and check MY ORDER.
12. HOW MUCH IS DELIVERY AND HOW LONG WILL IT TAKE TO ARRIVE?
It’s important to us that you receive your purchase as quickly as possible.
We endeavour to process and send an order confirmation within one (1) business day and then dispatch the following business day.
During sale or promotional periods where there may be high volumes of orders, there may be slight delays to the processing time.
All items are registered and shipped via Australia Post.
Unfortunately we are unable to dispatch or deliver orders on New South Wales public holidays, which may result in delays.
Please visit Australia Post’s website for estimated delivery times. The delivery time estimates do not include handling time. (Please use 2212 as the "from" postcode.)
- We are unable to change address, shipping method or product once your order has been finalised.
- Standard delivery orders are processed in the order in which they are received.
- During busy sale and promotional periods you may experience some delays frame, please allow up to five (5) working days for dispatch during this time.
- Australia Post delivery personnel will endeavour to obtain a signature on delivery, however if you are not at the designated address when delivery is made, you have the option to select...Authority to leave
13. MY ORDER HAS NOT ARRIVED. HOW DO I TRACK MY DELIVERY?
Once your order is shipped, you will receive a shipping confirmation of your shipping details, which will include a tracking number. Please click on the following link to track your order using the tracking number. - https://auspost.com.au/mypost/track
14. WHY IS MY TRACKING NUMBER NOT WORKING?
Please allow at least 24 hours for you tracking number to work after you have received your shipping confirmation email. If you run into any tracking issues, please contact our customer service team.
15. DO YOU DELIVER INTERNATIONALLY?
We currently only ship within Australia. Please contact our customer service team should you require delivery outside of Australia.
16. SALE SHIPPING ITEMS
Please allow up to five (5) working days for your order to be dispatched during busy sale and promotional periods.
17. CAN I CHANGE MY ADDRESS WHEN MY ORDER IS IN TRANSIT
As we are committed to getting your order out to you as soon as possible, please make sure all information entered is correct before placing the order.
Unfortunately we cannot make any changes once you've placed an order. This includes changing the delivery option, address, or payment method.
18. FREE SHIPPING ON ALL ORDERS OVER $100 WITHIN AUSTRALIA*
Urban Status offers free shipping on all orders over $100. For orders that are $100 and under there is a standard shipping fee of $10.
Free shipping will not apply when you’ve taken advantage of a special offer and the total dollar value of the purchase is lower than $100 after discount. You will be required to pay the standard shipping cost of $10.00.
If you need to return your purchase for change of mind purchases, please note that this postal cost is non-refundable. All orders are sent by Australia Post. It is the customer’s responsibility to track their order once it has been dispatched. However, Urban Status is more than happy to provide assistance, please contact our customer service team.
*Subject to change without notice.
19. I RECEIVED MY ONLINE ORDER BUT I HAVE CHANGED MY MIND. CAN I RETURN MY ITEM?
We want you to love your purchase! If you are not completely happy with the item(s) you received, we will happily refund any full or promotional priced purchase within 28 days of date of delivery. Items can be returned by post to the Urban Status web boutique. To start the process, please contact our customer service team. Our full Returns Policy can be viewed here.
20. I'VE RETURNED MY ITEMS BUT HAVEN'T YET RECEIVE MY REFUND
Refunds are processed as soon as we receive the returned products from you.
If you have paid by PayPal or credit card, an email will be sent to notify you as soon as the refund has been processed.
Please allow 5-7 working business days for your refund to appear on your account. If you still have not received your refund after this allotted time, please contact our customer service team.
21. CAN I EXCHANGE MY ORDER?
All exchange requests will be treated as separate orders. If you wish exchange any full or promotional priced purchase, you must return the item(s) within 28 days of date of delivery. Items can be returned by post to the Urban Status web boutique. To start the process, please contact our customer service team. Our full Returns Policy can be viewed here. Other item(s) you wish to purchase must be placed as a separate order.
22. WHAT ARE THE PAYMENT METHODS I CAN USE?
We accept all major credit cards including, Visa, MasterCard and American Express. We also accept payments via PayPal.
23. WHAT IS PAYPAL?
PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant. When placing an order, payment will be deducted from your PayPal account immediately. If you have any issues with your PayPal account, please contact their customer service at 1800 073 263. Opening hours: 6am to 10pm AEST Monday to Friday; 8am to 7pm AEST Saturday and Sunday
24. CAN I BUY AND REDEEM GIFT CARDS?
You can purchase e-gift cards via the Urban Status web boutique. Gift cards will be emailed to the registered email address. Please note Urban Status gift cards are only valid on Urban Status web boutique.
25. WHAT CURRENCY ARE PRICES DISPLAYED IN?
All prices are displayed in Australian dollars (AUD) and include GST and other taxes.
26. DO YOU PRICE MATCH IF I SEE AN ITEM ON SALE IN ANOTHER STOCKIST?
We strive to have competitive prices, please contact our customer service team should you have a pricing query.
27. TERMS AND CONDITIONS RELATING TO PRICE
Prices quoted on the website are indicative only and are subject to change. All prices on the website are inclusive of Australian GST and exclusive of postage and packing. Urban Status shall deliver products ordered by you to a courier or postal service of Urban Status' choice to the delivery address that you have given
By accepting these terms, you agree irrevocably to appoint and do appoint the courier or postal service to be your agent for taking delivery of the products on your behalf, and delivery to the courier or postal service shall be deemed to be delivery to you. If you are a resident of Australia, Urban Status shall wherever applicable, instruct the courier or postal service to deliver the products to the Australian address that you give us.
All delivery is subject to availability and time shall be of the essence. As we process your order, we will also notify you if any products unfortunately are not available. Urban Status shall not be liable to the customer or be deemed to be in breach of contract by reason of any delay in delivery of goods, if the delay was due to any cause beyond Urban Status reasonable control. Urban Status does not sell products for purchase by children. If you are under 18, you may use this website only with the involvement of a parent or guardian.
28. ARE URBAN STATUS HANDBAGS COVERED BY WARRANTY?
We warrant our bags for up to 6 months from purchase date on manufacturing faults. If your purchase was within this period, you can contact us, quoting your Urban Status web boutique order number. The product will be assessed to determine if it's faulty or whether the condition is due to wear and tear. If deemed faulty and the item was purchased from our website, you are entitled to an exchange or in some cases, a refund.
29. I'M LOOKING FOR STOCK OF A PARTICULAR ITEM
To further assist you in this matter please provide us with the official product name, the product style number (5 digit number), or a photo of the item. Please send at least one of these three requirements to our customer service team to receive a successful response.
30. DO YOU RESTOCK PRODUCTS THAT HAVE SOLD OUT?
We aim to bring you new and exciting products regularly so we don't always restock products that are sold out. Please contact our customer service team to be notified of potential product restocks.
31. WHAT ARE YOUR BAGS MADE OF?
Urban Status Handbags are made from a high quality PU fabric. Our products are animal friendly and ethically produced.
32. HOW SECURE IS MY PERSONAL INFORMATION?
33. I AM HAVING A PROBLEM LOGGING INTO MY ACCOUNT
If you are new to shopping with us, you will need to create an online account first. If you have shopped with us before but still cannot access your account, please contact our customer service team.
34. WHAT IF I PLACE MY ORDER OVER A LONG HOLIDAY WEEKEND?
Our office will be closed during the majority of the public holidays in New South Wales, Australia. If you place your online order during a long holiday weekend (or public holiday), your order will be filled the next business day. As we may receive a bulk number of orders over a long holiday weekend, your order may run into a dispatch delay, however we will work hard to process your order as soon as we can!
We cannot make any changes once you've placed your order. This includes changing the delivery option, address, or payment method.
35. HOW TO SHOP
Once you have made your selection, Click on the “Add to Cart” button, which will place each item you wish to purchase into your Shopping Bag. If you wish to purchase more than one item, you can continue shopping and when you have completed your purchase, you can review your choices by clicking on the Shopping Cart on the top right hand corner. This will give you a total of all your purchases. You can then choose your preferred shipping option and complete your purchase by clicking on the “Checkout” tag. (Please have your credit card or Paypal account information ready at this stage.)
You can shop our Urban Status web boutique by becoming a member with us or checking out as a guest! If you'd like to become a member, you can easily join by clicking the link and following the prompts.
Your purchase will be processed by following the prompts and payment is conducted off site via a secure third party site.
You may pay with VISA, MasterCard or American Express credit cards or PayPal. Once you have completed the transaction, the purchase will be charged to your credit card or withdrawn from your bank account automatically.
If you have any issues with ordering, our customer service team is happy to help!
36. WHOLESALE REQUESTS
Please contact our H/Q for all wholesale requests queries:
Number: +61 2 9697 0577
- My order
- Delivery & Shipping
- Returns & Exchanges
- Payments & Promotions
- Products & Warranties
- How to Shop
- Wholesale Requests