Customer Care

ORDER QUESTIONS
If at any point you are having trouble on the website, ordering, tracking an order, needing to update or cancel, please email the customer care team at hello@urbanprima.com 

SHIPPING
All garments are posted via express post in Australia with tracking.  Please note that garments are made once the order is placed, which gives a turn around time of roughly 7 working days to receive your order.  At the time of the order if you need something urgently, please email hello@urbanprima.com and we will try our best to accommodate your request.  International shipping is sent with regular post and takes approximately 10-13 days depending on where the garments need to be shipped.

RETURNS POLICY
Refunds are available for all full-priced items if they have been received and are damaged or not as described. Items must be returned within 60 days of receipt for a refund and any received thereafter may be denied. Your return parcel must be post stamped within 60 business days of you receiving the order.

Items must be returned in their original condition including tags and sanitary labels. Once Urban Prima has received your returned package, all returned items will be inspected before a refund is issued. Urban Prima reserves the right to deny a refund if items are returned used, soiled, worn or damaged in any way and they will be returned to sender. You will be notified via email if your returned item is not suitable for a refund.

The cost of return shipping is at the customer’s expense and is non-refundable. We recommend returning items through traceable mail, as any returned items that are not received by Urban Prima will not be issued a refund. We also recommend that customers ask for proof of postage at the time of posting returned items. 

Please allow 5 business days for a refund to be processed from the date that the returned item is received by us. You will be informed via the email address that is listed on your Urban Prima account once this transaction has been processed. Refunds will be issued to the credit card or PayPal account where the payment originated. 

If you were shipped the wrong order or a faulty item, please notify us immediately by contacting our Customer Care team at hello@urbanprima.com and quote the order number and fault or incorrect item. We will send you the correct item upon receipt of proof that you have sent back the wrong or faulty item.

EXCHANGES
If you require an alternative size, colour or alternative item/s please contact us at hello@urbanprima.com

We are happy to exchange items given the purchase/s are in original condition with tags and given the desired size/colour is in stock. You have 60 days after receiving your order to organise an exchange.

SALE ITEMS
Under Australian Consumer Law, we are not required to provide a refund or replacement on final sale items if you change your mind. This includes a change of mind with regards to colour, size and fit.

You can choose a refund or exchange if a final sale item has a major problem. This is when the item:
• has a problem that would have stopped someone from buying the item if they had known about it (Please note that this does not include change of mind with regards to size, colour or fit)
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.