FAQs

Kerri Duffey02.4K views

FAQs

Our most frequently asked questions are here. If you can’t find what you are looking for and still need assistance, please contact me at  kerri@theurbanpixelco.com .

Please include your Order Number and Name in your email.

We currently offer the following payment options:

  • Direct Bank Transfer: make your payment directly into our bank account. Please use your Order Number as the payment reference. Your order will not be shipped until the funds have cleared in our account.
  • Paypal
  • Paypal Pay in 4: pay in 4 interest free payments on purchases of $30 - $2000.
  • Debit/Credit Card: Visa/Mastercard/Amex
  • Google Pay
  • Alternative Payment Methods:
    • Bancontact
    • BLIK
    • eps
    • giropay
    • iDEAL
    • Mercado Pago
    • MyBank
    • Przelewy24 (P24)
    • SEPA Direct Debit
    • SOFORT
    • Venmo

Our current processing time in 1 - 3 business days. This may be extended during busy sales times. We will notify you via email if we are experiencing any delays.

We ship all orders (domestic and international) with Australia Post - standard delivery.

If you require your item more quickly, you will have the option to choose "Express Post" at checkout.

We currently ship to the following countries:

  • Australia - all zones
  • Canada
  • Japan
  • New Zealand
  • United Kingdom
  • United States

Kindly note that there may be short delays in shipping and delivering your order due to peak holiday shopping periods, industry supply chain challenges and rail disruptions.
A shipping confirmation with a tracking number is sent to your email as soon as your order's label is printed. This means that your order has been picked up by Australia Post. Your tracking number will update as soon as the shipping carrier scans your order in.
Tracking status updates usually happen within 48 hours but if it hasn't, don't worry — your order is on its way and tracking will update shortly. This doesn't mean your order is lost and it's common for an order to remain in pre-shipment for multiple days.
If your tracking hasn't updated for over 10 business days, and you are concerned there may be a delay or error we'd recommend contacting Australia Post with your tracking number to start a claim and to contact us  at kerri@theurbanpixelco.com with your order number and tracking number to let us know.

You can track the status of your order here.

  • Canada: YES
  • Japan: YES
  • New Zealand: Yes
  • United Kingdom: NO but will deliver to Post Restante
  • United States: YES

We try to fulfill orders very quickly and so the window of opportunity to edit your order is limited. However please reach out to us at kerri@theurbanpixelco.com as soon as you can and we will do our best. Unfortunately once the item has been shipped, no cancellations or alterations are possible.

If you made a mistake with your shipping details email us with your order number and new shipping address to be delivered to. The more information you give us, the sooner we can try and update your shipping information.
Because we do our best to fulfill every order as soon as possible, in some cases, we may not be able to change your shipping address after it being processed or shipped.
If your order has already shipped we recommend reaching out to the Australia Post to have your package intercepted and redirected to the correct address.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. The Urban Pixel co is not responsible for these charges if they are applied and are your responsibility as the customer.

Once your items are shipped, the Urban Pixel co, is not liable for lost or stolen packages. If your tracking number shows that your package was delivered but you did not receive it, please contact Australia Post with your tracking number for more information and to make a claim.

You can find more information here.

You may be entitled to compensation (up to $100AU). More information can be found here.

Please let us know too (kerri@theurbanpixelco.com) and we will try to assist you if we can.

RETURNS

The Urban Pixel co has a 30-day return policy, which means you have 30 days after purchasing your item to request a return. Unfortunately we cannot offer you a refund or exchange after this time.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Certain types of items cannot be returned. These include perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). I also don’t accept returns for hazardous materials, flammable liquids or gases. Please get in touch if you have questions or concerns about your specific item.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Sale items – Only regular priced items may be refunded

To start a return, you can contact me at:

kerri@theurbanpixelco.com

To return your item ,once your request has been approved, you should mail your product to the following address.

8/99 Beach Street

Frankston, VIC, 3199

Australia

Please note: for change of mind returns, the cost of the initial shipping, is non-refundable. If you receive a refund, the cost of the shipping will be deducted from your refund.  You will also be responsible for paying your own shipping cost for returning your item.

Once your return is received and evaluated, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If  approved,  your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.

Items sent back to us without first requesting a return, will not be accepted.

Please note that if your country of residence is not Australia, shipping your goods may take longer than expected.

You can always contact me for any return questions at:

kerri@theurbanpixelco.com

DAMAGES & ISSUES

Please inspect your order upon receipt and contact us immediately by email at kerri@theurbanpixelco.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include your order number and a photo of the item’s condition in the email.

If your return is accepted, we will send you a return shipping label via email, as well as instructions on how and where to send your package.

EXCHANGES

European Union 3 day cooling off period

Notwithstanding the above: if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in the same packaging. You will also need the receipt or proof of purchase.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS

We will notify you by email, once we have received and evaluated your return, to let you know if the refund was approved or not. If approved, you will be automatically refunded via your original payment method, within 10 business days. Please note, that it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since your return was approved, please contact your bank or credit card company first, before contacting me at:

kerri@theurbanpixelco

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified about your return.

Your refund will be processed once your return arrives. Return processing usually takes 3-5 business days.
We will notify you by email, once we have received and evaluated your return, to let you know if the refund was approved or not. If approved, you will be automatically refunded via your original payment method, within 10 business days. Please note, that it can take some time for your bank or credit card company to process and post the refund. It can take your card company up to a full billing cycle to have this reflected on your statement. The refund will be processed to the original method of payment, excluding original shipping charges or return fees.

If more than 15 business days have passed since your return was approved, please contact your bank or credit card company first, before contacting me at:

kerri@theurbanpixelco.com

Please inspect your order upon receipt and contact us immediately by email at kerri@theurbanpixelco.com if an item is defective, damaged, missing or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include your order number and a photo of the item’s condition in the email.

If your return is accepted, we will send you a return shipping label via email, as well as instructions on how and where to send your package back to us. We will offer you a choice of refund, replacement or store credit.

The Urban Pixel co has a 30-day return policy, which means you have 30 days after purchasing your item to request a return. Unfortunately we cannot offer you a refund or exchange after this time. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused with tags, and in its original packaging. You will also need the receipt or proof of purchase. Certain types of items cannot be returned. These include perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). I also don’t accept returns for hazardous materials, flammable liquids or gases. Please get in touch if you have questions or concerns about your specific item. Additional non-returnable items:
  • Gift cards
  • Downloadable software products
  • Sale items – Only regular priced items may be refunded
To start a return, you can contact me at: kerri@theurbanpixelco.com To return your item ,once your request has been approved, you should mail your product to the following address.

8/99 Beach Street

Frankston, VIC, 3199

Australia

Please note: for change of mind returns, the cost of the initial shipping, is non-refundable. If you receive a refund, the cost of the shipping will be deducted from your refund.  You will also be responsible for paying your own shipping cost for returning your item. Once your return is received and evaluated, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If  approved,  your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days. Items sent back to us without first requesting a return, will not be accepted. Please note that if your country of residence is not Australia, shipping your goods may take longer than expected. You can always contact me for any return questions at: kerri@theurbanpixelco.com

DAMAGES & ISSUES

Please inspect your order upon receipt and contact us immediately by email at kerri@theurbanpixelco.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include your order number and a photo of the item’s condition in the email. If your return is accepted, we will send you a return shipping label via email, as well as instructions on how and where to send your package.

EXCHANGES

European Union 3 day cooling off periodNotwithstanding the above: if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in the same packaging. You will also need the receipt or proof of purchase. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS

We will notify you by email, once we have received and evaluated your return, to let you know if the refund was approved or not. If approved, you will be automatically refunded via your original payment method, within 10 business days. Please note, that it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since your return was approved, please contact your bank or credit card company first, before contacting me at: kerri@theurbanpixelco

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified about your return.
" } },{ "@type": "Question", "name": "When can I expect my refund?", "acceptedAnswer": { "@type": "Answer", "text": "
Your refund will be processed once your return arrives. Return processing usually takes 3-5 business days.
We will notify you by email, once we have received and evaluated your return, to let you know if the refund was approved or not. If approved, you will be automatically refunded via your original payment method, within 10 business days. Please note, that it can take some time for your bank or credit card company to process and post the refund. It can take your card company up to a full billing cycle to have this reflected on your statement. The refund will be processed to the original method of payment, excluding original shipping charges or return fees.
If more than 15 business days have passed since your return was approved, please contact your bank or credit card company first, before contacting me at: kerri@theurbanpixelco.com" } },{ "@type": "Question", "name": "I am missing an item from my order or an item is damaged or defective - what should I do?", "acceptedAnswer": { "@type": "Answer", "text": "
Please inspect your order upon receipt and contact us immediately by email at kerri@theurbanpixelco.com if an item is defective, damaged, missing or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include your order number and a photo of the item’s condition in the email.
If your return is accepted, we will send you a return shipping label via email, as well as instructions on how and where to send your package back to us. We will offer you a choice of refund, replacement or store credit.
" } }] }

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