FAQ

Frequently Asked Questions

Below is the extensive list of FAQ’s that our customers normally asks. But, if it still does not answer you, please feel free to send a mail through “Contact Us” page of the website.

Payments:

Do you have any surcharge on paying by AMEX or any other credit card?

We are glad to say that we do not impose any surcharge no matter what payment option you choose.

Do you accept After Pay?

Yes, we do offer After Pay to pay in instalments as per After Pay terms & conditions.

Do you have Laybuy?

Sorry, at this stage we are unable to offer Laybuy but working on it and soon this offer will be available.

Can I buy and redeem gift cards for your store?

Yes, please visit gift card section of the website to buy gift card of your desired value.

All prices displayed in AUD?

All prices on the website are displayed in Australian Dollars (AUD) and will be charged in Australian Dollars. For International Order, overseas credit card providers or banks will determine the exchange rate and may add processing or administration fees on your card. We do not impose any additional charge except prices displayed.

Returns & Exchanges:

I received my online order, but I have changed my mind. Can I return or exchange?

We want you to love your purchase. If you are not happy with the item(s) you purchased, we will happily exchange or refund any full or promotional price purchased within 28 days of date of delivery. Please note, the item (s) should be in the same unused condition as you received, and all retail packaging should be returned with it. Items must not be worn due to hygiene reasons. Please visit our returns page.

What if I receive a faulty item?

If you have received a faulty or damaged item, we will send you a replacement (subject to availability) and pay for the return postage costs. You can start the return process by visiting our “Contact Us” page.

Can I exchange sale items?

Sale items are eligible for exchange only not refunds. We will happily exchange sale items within 28 days from the date of delivery.

I have returned my items but have not received my refund?

Refunds are processed as soon as we receive the returned products from you. If you have paid by PayPal or credit card, an email will be sent to notify you as soon as the refund has been processed. AfterPay returns will be shown on your AfterPay statement.

Please allow 5-7 working days for your refund to appear on your account. If you still have not received your refund after this allotted time, please “Contact Us”.

Online Orders:

How do I order online?

To make a purchase online, simply browse through our products and once you have made your selection, adjust the quantity desired and click on the “Add to Cart” button. Your item(s) will now be in your Shopping Cart. OR, add items to your wish list first and once you are finish with desired items, you can go to your wish list (top right of the page) and complete checkout from there.

I cannot change or increase the quantity of the item I wish to order online?

If you are unable to increase the quantity of a product when ordering online, it means we do not have the stock available to fulfill the order.

Can I change or cancel my order?

We work to get your order to you as quickly as possible, so once your order is placed, we get on it almost straightaway. So, sometimes it’s not possible to make changes. We still recommend you to “Contact Us” as soon as possible regarding change of order.

What if I made an error on my address?

If you have accidentally entered the wrong address, you might want to consider creating a MyPost account with Australia Post. With a MyPost account some deliveries can be redirected or rescheduled, but please note that this is not a Colette by Colette hayman, service so we cannot guarantee any particular services offered through MyPost. Please contact Australia Post for more information.

If you have made an error on your address, we cannot process another order until the products have been returned to Colette by Colette Hayman by Australia post. Once the products have been returned, we can reschedule your delivery, all rescheduled delivery costs due to customer error will be covered by the customer.

I have not received an order confirmation

If you have placed an online order but not yet received an order confirmation email, please check your junk or spam folder to see if it’s there. In the case your email address was entered incorrectly, or your payment has not processed, please “Contact Us” for assistance.

What if there is a missing or incorrect item in my order?

If you have been sent an incorrect item or are missing an item from your order, please “Contact Us” so that we may assist you. We will endeavour to send you or replace the missing item as soon as possible. We will also pay for return postage where applicable.

Can I order over the phone?

Sorry, at this stage, we can take only Online orders.

Can I send my order as a gift?

Any order placed can be sent as a gift. When you enter the checkout just replace the pre-populated shipping address with the recipient’s information. The goods will be delivered to the specified address.

You must specify the order is a gift by selecting the ‘Gift Wrap this Order’ at the checkout. You can also enter a personalized message for the gift card included. We will send the goods beautifully presented along with the card containing your message. Please note there is a $5.00 charge for time and effort involved in this service.

How do I enter a promo/ Voucher code?

All valid promotional codes and gift vouchers need to be entered into the ‘Redeem your Voucher’ field in either the shopping cart or at checkout. For gift vouchers, the amount must be redeemed in full.

Can I send to multiple addresses?

Unfortunately, we are unable to ship to multiple addresses. If you wish for an order to go to multiple addresses, you will have to place a separate order for each address.

Delivery & Tracking:

How much is delivery and how long will it take?

Express orders will be processed and dispatched within 24 hours or the next business day. Although we also endeavour to process standard delivery orders as quickly as possible, these are processed in the order in which they are received. During busy sale and promotional periods, you may experience some delays on standard orders so it is advisable to choose the express shipping option if you require delivery within a short time frame. All Australian deliveries are shipped with Australia Post or our Courier Partners and will include tracking.

There are two postage options for deliveries within Australia:

• STANDARD POSTAGE– Flat Rate $7.95 AUD
  Orders will arrive within 3-5 business days from time of posting depending on your location
• EXPRESS POSTAGE– Flat Rate $9.95 AUD
  Orders will arrive within 2-4 business days from the time of posting depending on your location

How do I track my order?

Once your order is shipped, you will receive an email confirmation of your shipping details, which will include a tracking number and the service used to deliver your order for tracking purpose.

Do you deliver internationally?

Yes, we do deliver internationally. Just make sure you enter your details right. Since, we are not aware of import taxes involved of every country, unfortunately, we can’t promise how much tax you may have to pay. Generally, for small value personal use items, there are either zero or very low tax rates.

General Questions:

Where are you located?

Our business is in Melbourne, Australia

Do you have a store?

We are 100% family owned only store online. No brick and mortar for us.

How do I care for my Urban Bling Jewellery?

Please refer to our “Care Instructions” page for details.

The Jewellery that I want is out of stock, when will it be back online?

Most of our styles are limited editions and are only available in small quantities. We are constantly bringing in new exclusive collections. Subscribe to our mailing list and stay tuned on our socials for new launches. We may stock again the designs that are highly in demand.

Can I wear my jewellery in water?

Please be aware that not all jewellery sold on our website can be worn in water as they are all made of different materials. Over time, water can damage the finish of any jewellery item. Its best practice to avoid wearing jewellery in water to prolong its look and shine. Please refer to our “Care Instructions” page for further details.

What is cubic Zirconia?

Cubic Zirconia (CZ) is the ultimate diamond alternative with many of the same qualities. CZ mimics a diamond however is beautiful, producing more flashes of color & shine (known as fire) than a diamond. Cubic Zirconia is in fact heavier than a diamond of the same size and due to its incredible visual similarities, it is often misrepresented as a pure diamond.

Urban Bling only use high quality pure silver, s925 sterling silver, surgical steel, stainless steel, platinum-plated, 18k gold-plated jewellery in all the products. We do not have any pieces that contain Nickel (a cheap, low-quality metal that is known to cause irritation and infection).

 

Non-Affiliation Disclaimer

Urban Bling is not endorsed by, directly affiliated with, maintained, authorised or sponsored by any designer. Not affiliated or associated with any other similar businesses or business names. We are independently family-owned business based in Melbourne, Australia.