We want you to be 100% satisfied with your purchase

Shipping and Returns

*Revised 7/06/2024

1. IMPORTANT – Update on Stock Availability

1.1. We strive to provide accurate stock quantities on our website however, discrepancies may occasionally occur. In the event that we are unable to locate an item you have purchased, we will promptly notify you of the expected arrival date or inform you if the item is sold out.

Should you require the item sooner than the date provided, please respond to our email notification. We will facilitate a refund for your order based on your request.

2. CLICK AND COLLECT (LOCAL STORE PICKUP)

2.1. Please do not attempt to collect your order until we have notified you that it is ready for collection at our store location, and proof of purchase will be needed to be able to collect your shopping.

2.2. The option to select your Local Pickup location in checkout will not appear unless your shipping address is Tasmania. Interstate customers wanting to Click and Collect in store, due to being in Tasmania on holidays etc. please contact our customer service for further information.

Thank you for your co-operation!

3. SHIPPING

3.1. Free shipping within Australia is available on orders over $150 AUD if none of the items chosen are listed as ‘store pick up only’ or ‘unavailable’.

3.2. We use Australia Post for all online deliveries and only send items that comply with their size, weight and contents policies and restrictions. For more information: check sending guidelines.

3.3. Your shipping address must be a valid street address or Post Office Box. Please double-check your delivery details, including spelling, room/unit/house/street number, street name, suburb, and postcode before submitting your order.

If an incorrect address is provided and your order is delivered to that location, we consider the order complete, and refunds or second deliveries will not be issued.

3.4. Insurance of your online parcel is at your risk and expense. If you require postage insurance, please contact us for a quote.

3.5. All packages sent from us require a signature upon delivery. This added service is included in the delivery costs quoted at checkout.

3.6. Tracking numbers are emailed to you automatically when your order is dispatched. To check delivery status, click the following link and enter your tracking number: track my order.

3.7. We only ship within Australia. Please Contact Us for a quote for international postage fees.

3.8. Our domestic shipping maximum is 22kg

4. DELAYS

4.1. The delivery time depends on your location and the shipping method chosen. Typically, orders are dispatched on the same day, unless orders fall over a weekend or public holiday, then they will be processed on the next business day. Delays can occur if an item is coming from a supplier or one of our outlets. If your order has not been dispatched within a reasonable time frame, please contact us and we will advise you of when we expect your order will be dispatched. You can request a cancellation/refund at any time prior to dispatch.

4.2. Please note that delivery delays are beyond our control and are the responsibility of Australia Post. If you need faster delivery, we recommend selecting Express Shipping at checkout.

5.  RETURNS

5.1. We will happily exchange or refund for the following reasons:

5.1.1. If you change your mind within 30 days from time of purchase.

5.1.2. If the item does not fit correctly (wrong size/shape). Please refer to our size guide before placing an order to help ensure the best fit.

5.1.3. If you receive an item that is not as described—meaning the product photo or description does not match what you received.

5.1.4. If you receive a defective item that is not the result of misuse or normal wear and tear.

5.2. Proof of purchase (invoice/receipt) is required when requesting a return.

5.3. Items must be in a condition that we deem suitable for return. Items will only be accepted if they are unused, unworn, unwashed and the tags are still attached. For hygiene reasons, we do not accept change of mind returns on underwear, pierced jewellery and swimwear where the hygiene strip has been removed.

5.4. Items can be returned in person during our regular business hours at our store. Return shipping costs will be at your expense if returning due to incorrect fit (5.1.2) or change of mind (5.1.1). Return shipping will be at our expense if the item is defective (5.1.4), or not as described (5.1.3).

5.5. Please contact us before returning any items. This allows us to assess your claim and provide you with the appropriate return instructions.

5.6. For more information on your consumer rights, please refer to the ACCC website.

5.7. Please send your approved return to:

Urban Surf + Co

Shop 5, 12/20 Reibey Street,
Ulverstone, TAS,

Australia, 7315