Our Dispatch Team are working in a timely manner to ensure customer orders are dispatched, whilst following strict health guidelines imposed during this time. Australia Post remains fully operational across Australia during government restrictions on non-essential activity however delays are being experienced. Domestic deliveries will automatically default to ‘Authority to Leave’ and left in a safe place on your premises, or taken to the local Post Office should the driver deem there is nowhere safe to leave a parcel. You will be notified of the delivery and location of your item via the email address provided at time of ordering.
Deliveries to Victoria, Queensland and WA are currently experiencing extensive delays due to boarder closures and lockdown restrictions. Australia Post have advised to allow up 10 – 12 extra business days than usual for parcels to arrive. For the most recent COVID updates please visit the Australia Post website.
International delivery delays are expected and Australia Post is working with partner airlines and other postal operators to move items as quickly as possible. However due to the ever-changing situation, delays may occur in all destination countries.
Some international postal services have been suspended to certain countries. Please visit the Australia Post Coronavirus: International updates page for the latest advice on international deliveries. For a full list please see here
Thanks so much for your patience and understanding.
If you are not completely satisfied with your order, that’s ok – you have up to 14 days from the date of purchase to return your product, subject to the below.
Only items purchased on the Urban Skin Care Co. website can be returned to urbanskincareco.com for refund or exchange. Unfortunately, we are unable to accept items purchased from a retail partner. If you have purchased an Urban Skin Care Co. item from a retail partner, please contact that retailer directly.
If you haven’t used the product, we’ll exchange it, or refund you in full using the same method of payment as your initial purchase. The returned item must be unopened and in its original saleable condition and all returned products are checked and inspected by our Returns Team upon arrival back to us. You are responsible for the shipping and additional postage charges.
If you’ve used less than 10% of the product, we will happily offer a product exchange. If you’ve used more than 10% of the product, no refund or exchange can be given.
We can’t exchange or refund gift vouchers or promotional items.
If you have any concerns regarding a recent purchase or would like further assistance regarding any of the above please contact us at firstname.lastname@example.org as soon as you can with your order number and details so we can assist. Please do not return an order without prior assistance from our Customer Care Team.
Complimentary samples can be selected with every paid order.
Customers MUST select samples during checkout and MUST select [ADD TO CART/ADD GIFT] for the complimentary samples to be added to their order.
Complimentary samples are not added automatically. If there are no complimentary samples selected at the time of the order received the order will be processed without.
- We cannot add complimentary samples once an order has been placed and payment accepted.
- We cannot guarantee complimentary samples will be available to be sent by our warehouse
- We cannot guarantee that the sample of choice will be available at time of packing
- We reserve the right to change the sample choice dependent on availability and reserve the right not to provide a complimentary sample.
- Complimentary samples will not be available during peak promotional periods
- Complimentary samples cannot be sent out to customers after an order has been sent.
- Complimentary samples are not available with Gift Voucher purchases.
- Only 2 samples per transaction, and the same product cannot be selected twice. NOTE: there must be at least 1 paid product in your basket for free samples to be applicable.
STANDARD SHIPPING AUSTRALIA WIDE
*Free when you spend $40 or $9.95 flat rate for all orders under $40
- We send our packages with Australia Post
- Delivered within 5 working days* (Metro Areas)
- Delivered within 7 working days* (Rest of Australia)
- Select Standard Shipping at checkout
- *We aim to dispatch all orders within 1-3 business days, however delays may be experienced during peak promotional times and COVID restrictions
- We are unable to hold orders for delayed dispatch, nor arrange for orders to be delivered on a particular day by any delivery or courier service, both domestically and internationally
$15.00 flat rate Australia wide
- We send our Express packages with Australia Post
- Delivered within 3 working days (Metro Areas)
- Delivered within 4 working days (Rest of Australia)
- Select Express Shipping at checkout
- Express Shipping may not be available during peak promotional times
Should a parcel be returned to Urban Skincare Co. due to any of the following reasons we are happy to arrange a redelivery with a charge of AUD$9.95. Your order sent via regular post:
- an incorrect, incomplete or insufficient address provided by the recipient
- a parcel is not collected from the post office within the allocated time frame
- the parcel is rejected.
Should you wish to cancel your order and a refund requested we will arrange a full refund minus the initial shipping fee. Should there be no initial shipping fee we will refund your order total minus AUD$9.95 to cover the cost of your parcel being returned to us.
Tracking details are provided to the customer via email from Australia Post/Shippit. Please be sure to check your junk/spam folder just in case.
International – Please visit the COVID-19 UPDATE section for a list of countries where shipping is currently suspended. Delivery times below may differ due to the current COVID-19 situation.
Urban Skincare Co. is proud to offer international delivery to our overseas customers in the below regions. NOTE: DUE TO REGULATION UPDATES WE DO NOT SHIP TO EUROPE/UK AT THIS TIME. **Orders are dispatched within 1-2 business days once an order confirmation is received.
- NEW ZEALAND: $30 AUD flat rate for all orders. Please allow 5 – 7 working days for delivery. **
- ASIA & PACIFIC: $39 AUD flat rate for all orders. Please allow 6 – 10 working days for delivery. **
- NORTH AMERICA: $39 AUD flat rate for all orders. Please allow 6 – 10 working days for delivery. **
- SOUTH AMERICA: $45 AUD flat rate for all orders. Please allow 6 – 10 working days for delivery. **
- AFRICA: $45 AUD flat rate for all orders. Please allow 6 – 10 working days for delivery. **
- EUROPE (NON EU/UK) – Albania, Armenia. Belarus, Gibraltar, Iceland, Kosovo, Lechtenstein, Macedonia, Norway, Russian Federation, Switzerland, Turkey, Ukraine, and Vatican City State: – $45 AUD flat rate for all orders. Please allow 6 – 10 working days for delivery. **
International delivery costs do not include any taxes or duties applied by the destination country and it is important to note that there are some restrictions and limitations imposed by certain Customs Authorities. It is advised to contact your local customs office for any information on what these charges, limitations and restrictions may be. Any additional charges (if applicable) are the sole responsibility of the delivery recipient.
Please note that in accordance with Australian export regulations, we are required to declare the exact value and status of each parcel. We are also prohibited by law from identifying an order as a gift for export purposes.
If you decline to pay the applicable taxes and duties and your order is returned for this reason, or due to the total order exceeding limitations and restrictions, initial shipping costs will not be refunded.
Delivery of International Orders
A signature is required for international deliveries and it is the sole responsibility of the receiver to provide an address where someone will be available to receive and sign for the parcel. Please note that international couriers will NOT leave a parcel unattended.
Should a parcel be returned to Urban Skincare Co. due to any of the following reasons, and a re-delivery requested by the recipient, a fee of AUD$40 will apply:
- Multiple unsuccessful delivery attempts,
- An incorrect or incomplete address is provided,
- Failure by the recipient to contact the delivery service in their receiving country to arrange a re-delivery,
- If a parcel remains unclaimed by the recipient or,
- Failure to pay duties/taxes applicable to the receiving country.
Should a refund be requested due to any of the above reasons for the return, the initial shipping charge will not be refunded.
Tracking details are forwarded to the email address provided at time of ordering (be sure to check your junk/spam folder). It is the responsibility of the recipient to monitor the tracking of the parcel. Please contact our team at email@example.com should you require further details regarding your order or its delivery.
All orders and applicable shipping costs are in Australian Dollars ($ AUD). All international orders are exempt from G.S.T (Australian Goods and Services Tax).
Payment over the Internet can be made via our secure check out page using Visa, MasterCard, Amex, PayPal and Afterpay. All prices are quoted in AUD ($) and include Goods and Services Tax (GST) for Australian customers. Pricing for International orders is as per the products page.
Afterpay: Shop Now, Buy Online & have your products delivered now and you pay later in four (4) fortnightly payments interest free*. Simply select Afterpay as you form of payment method during checkout. Please see Afterpay.com.au for further detail and full Afterpay terms & conditions.
Any changes made to this policy will be maintained and be visible from this website.
Urban Skincare Co collects personal data for the sole purpose of processing your order and to provide updates of upcoming new products and launches via a newsletter. You have the option of not subscribing to the newsletter should you wish to do so.
We will never sell or provide these details to any third party organization without your written consent. You will not receive any unsolicited mail as a result of you ordering from Urban Skincare Co
By submitting information to Urban Skincare Co you consent to the collection and use of this information by Urban Skincare Co and Australia Post in the fulfillment of your order.
Information provided by you to Urban Skincare Co when placing an order or registering on our website includes:
• Delivery Address
• Phone Number
• Email address
• Payment Information
The Urban Skincare Co website has been designed to protect any personal information collected online from unauthorized access and undergoes regular security updates. Although Urban Skincare Co engages all reasonable efforts to safeguard the security of your information, transmissions made on or through the internet cannot be guaranteed to be entirely secure.
We expect you to maintain the confidentiality of your username and password for your Urban Skincare Co account and you have the opportunity to update your personal information by logging into your account.
Urban Skincare Co may, from time to time, use technology to track buyer behavior and site analysis. This information is used to assist strategic development and audit usage of the site.
Some of the cookies are strictly necessary for the functionality of the site while others are used to enhance the performance and your user experience.
Unless otherwise stated all rights, including copyrights, content, text and graphics of the Urban Skincare Co website are owned and controlled for these purposes by the Vanity Group Pty Ltd.
You are not permitted to copy, broadcast, download, store, transmit, show or display in public, adapt or change in any way the content of these Urban Skincare Co pages for any purpose whatsoever, in any medium, without the written permission of the Vanity Group Pty Ltd.
Sign up to our newsletter by clicking the subscribe button in the footer of www.urbanskincareco.com. You will then be prompted to enter your details and play the Wheel of Fortune to win a prize. Once you have played you will receive a promotional code for your exclusive offer. You will have 30 days in which to redeem this offer. Please note this code is not valid in conjunction with any other order or promotion and is only valid for 30 days. Not valid with Online Gift Vouchers. Code is one time use only.
PLEASE NOTE: subscribing to our newsletter does not mean you have created a customer account for purchase. Please proceed to the My Account Page to create an account for purchase.
Your email address will be used for our own marketing purposes upon your consent till such time as you unsubscribe. You can unsubscribe at any time.
Urban Skincare Co has put a number of protections in place to ensure that your transactions are extremely safe and that your information is secure.
When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer). It encrypts all your personal information, including credit card number, name and address, so that it cannot be read while the information travels over the Internet. You can tell you are in secure (SSL) mode when a little padlock appears next to the URL.
Your credit card number is removed from our on-line server within a minute of it arriving and is stored on a separate secure server, which is not accessible via the Internet at all. If you are still unsure about sending your credit card to us via the Internet, then we suggest you use one of our additional payment methods.
Although Urban Skincare Co engages all reasonable efforts to safeguard the security of your information, transmissions made on or through the Internet cannot be guaranteed to be entirely secure.