POSTAGE

Who do you use?

Your order will be sent using Australia Post.

How much does it cost?

As most of our items are less than 3kg we are able to offer a flat shipping rate of $10 within Australia. This charge will be added automatically added to your order once you are ready to make payment.

However, for heavier items, such as furniture, stools, some bowls and lamps the flat rate fee of $10 will not apply. Instead, we will calculate the freight for you based on your location and advise you of the freight price and charge it separately.  All items that do not include freight will have a clear notation within the product description box to advise you. If you have any questions about this please do not hesitate to call our store on 02 9571 1580.

How long does it take?

In regards to all in-stock items Urban Oasis will endeavour to ship all products within 5 business days, however where bespoke or out of stock items are concerned, we will email customers of an estimated shipping date.

How can I track my order?

A tracking number and website link will be sent to you via email.

Will I have to be home when my order arrives?

If the postman deems it safe to leave the parcel he will leave it. Generally if your home or door cannot be seen from the street the parcel will be left. However, if the postman deems it a risk he will leave a card and you will need to collect it from your local post office.

Gift Wrapping

Urban Oasis offers a special FREE gift wrapping service for all items except for large furniture items. Simply tick the box when you are processing your order.

Please note: Should you choose to send a gift directly to a recipient we will ensure we attach gift card complete with your personalized message. Please made a note in the comment box when processing your order.

CLICK AND COLLECT

I have ordered online, when can I pick it up? You can pick up your item the next day or if you would like to pick it up the same day please call our store 02 9571 1580 so we can make sure we have it ready for you.

 CANCELLATIONS

How can I cancel my order?

We generally pack the order within 24 hours of receiving the order from Monday to Friday. If you wish to cancel your order please call us immediately on 02 9571 1580. If the order is sent we cannot accept the cancellation.  We will also apply a restocking fee of 20% of the order price if your order has already been packed.

PAYMENT

What forms of payment are accepted? 

We accept PayPal, Visa and MasterCard.

 Is tax added to my order?

Like most consumer products GST is already included in your order. This means the prices you see on our store at the prices you pay. There is no extra tax added.

How do I know if my order has gone through?

You will receive 2 automatic emails once your payment is processed. One will be from Urban Oasis and another from PayPal.  If you do not receive these emails or you have provided an incorrect email please contact our office immediately.

Is it safe to use my credit card?

Of course! All payments are processed via PayPal and their secure encryption protects all your personal and credit card information from unauthorized access.

What is PayPal?

PayPal is a payment method for online purchases enabling buyers and purchasers to send and receive money online. PayPal has over 100 million member accounts in over 190 countries. One advantage of using PayPal is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card information to the merchant.

RETURNS AND REFUNDS

I received the wrong size/product what do I do?

Please call us so we can discuss which size will suit you best so we can place a special order with our warehouse and hold the shoes for you! Then send back the shoes with a prepaid self-addressed satchel – please make sure that the satchel is big enough to hold your shoes-all shoes must be returned in their shoe box.

How do I return my order?

In the unlikely situation where you need to return your order, please email sales@urbanoasis.com.au immediately. Please note that we only accept returns:

  1. Within 7 days of the purchase
  2. In original condition and no signs of wear
  3. Still in the original packaging inside.

When returns are accepted we ask that you pack the items similar to how you received them and place them in the satchel. Depending on the circumstances the postage back to our office will be your responsibility.

*Note that we will decline a refund request if the product shows signs of wear or does not have their original undamaged packaging.

How long does the refund process take?

Once your item is received by our returns department, a refund request is forwarded to our finance department and will be processed within 3 working days. Depending on your bank, your refund will appear in your account in approximately 1-7 business days. On your statement the refund will appear as Integrated Marketing Australia.

 TECHNICAL QUESTIONS

I am having problems browsing Urban Oasis. What should I do?

The website works with all browsers however if you are having problems, try changing to another browser to see if you have the same problem.  If you are still having troubles please call our store and on 02 9571 1580.

How do I unsubscribe from your mailing list?

On the bottom of every newsletter we send there is an “Unsubscribe” link. Simply click “Unsubscribe” and it’s as easy as that. We’ll be sorry to see you go, however you can always re-subscribe at any time so you can be the first to know about sales and subscriber-only promotions.