Shipping & Returns
Please note that due to COVID lockdown orders may not be processed as quickly as normal.
Shipping and Deliveries within Australia
Free shipping for orders over $250!
Shipping rate for orders up to the value of $250 is $12.50.
Express Post is available for $15.50.
Delivery Times
Orders that are placed before 2pm (EST) each business day from Monday-Friday are packed and dispatched on the same day for next day delivery. For all orders within Australia Australia Post is used.
Delivery times within Australia are subject to Australia Post network terms and conditions. If you have any questions regarding your parcel delivery time or if you’re unsure if your delivery address is within the Australia Post express next day delivery network please contact:
Australia Post Customer Service on 13 POST (13 7678)
Australia Post Express offers next business day delivery if you live in the metropolitan area. If you don’t live in the metropolitan area express parcels can take 2-3 business days to arrive. Australia Post Standard Eparcel can take up 3 to 5 business days to arrive.
Our warehouse is not open on weekends or public holidays, there for all orders made during these days will be processed on the next business day.
Depending on Australia Post’s Holiday Schedule, there may be a delay on orders during holiday periods. Please check the Australia Post website www.auspost.com.au before to placing your order.
Tracking Your Order
Once your order leaves our warehouse you will receive an email with a tracking number to track your parcel with Australia Post. Please note that if you don’t fill out your email address we will not be able to send you a confirmation or tracking number.
If you are not home at the time of delivery you will be left a card and your parcel will be taken to your local Australia Post.
Your parcel can be tracked by going to www.auspost.com.au
International Orders
All orders under $500 will be charged at the flat rate of $50.
Delivery Times (international)
Please allow 3-10 business days from the shipment date for all international orders.
All international orders ship via Australia Post's Pack & Track service.
Upon shipping, you will receive your tracking number which can be tracked here http://auspost.com.au/track/
Urban Soul Returns Policies
Australian Customers
If within 7 days of receiving your order you decide that it's not suitable for any reason or if the size isn't right, send it back! Please email us & we'll provide you with return instructions.
We will gladly provide an exchange or credit if you decide to return your order. If you decide to return your order you'll need to pay for the cost of the return shipping.
A refund will only be issued in the event that the garment or item is found to have an inherent manufacturing fault. All garments are quality checked prior to shipping and are sent in new condition.
In order to return items MUST be in their original, new and unworn condition with all tags intact. You can of course try the item(s) on but please just be careful to not damage them or mark them with deodorant, creams, perfume or makeup etc. When you try on your shoes for the first time, please make sure you try them on a carpeted area to avoid scratching on the soles.
If the item is not re-saleable as new & original condition the return may be refused & posted back to you at your expense.
Returns are processed within one and four business days of receiving the item.
Online Credits & Exchanges
Your credit will be issued with a unique online discount code which will be equal to the value of your purchase, less any shipping costs paid.
The credit will not expire & can be used on any item/s. Simply enter the discount code at the shopping cart.
Sale Items
All sale items are considered "final sale" and may not be returned for exchange, credit or refund. If a sale item is found to be faulty or defective then it may be returned for an exchange or refund, subject to our inspection.
Images & Colouration
In general, when shopping online please understand that there may be very slight differences in colouration of items depending on which monitor you view the item on. As an online merchant, this is not something that we can be held accountable for and this will not be accepted as grounds for a refund.
If you feel that the item is significantly different to the images you may of course return for an exchange or credit. Rest assured that we use high quality images and take the highest level of care with our pictures to ensure that they are accurate.
Outside Australia
The same returns policy described above applies. Please email us we'll provide you with return instructions.
Please note that the cost of returning your order is payable by you. We encourage you to check the cost of returning your parcel to our Melbourne, Australia address first. Please note that we are not liable for the goods being lost in the post upon returning the order from overseas.