The Urban Gear FAQ

The Urban Gear ships from the Gold Coast, QLD to anywhere in Australia and New Zealand.

The Urban Gear is an online-only store. We do not have the facilities or resources at our dispatch centre to accommodate pick-ups or drop-offs. In other words, we don’t have someone at our warehouse every day. We do dispatch quickly and get your parcel to you as soon as possible.

Absolutely.

Australia:

We have a domestic handling time of 1-2 business days, and delivery via AusPost takes 2-14 business days, depending on your location.

New Zealand:

New Zealand international orders have a 3-4 business day handling time and are shipped via Australia Post Standard International Satchel.

To track your order at Australia Post

Customers are responsible for providing the correct address. If a delivery is not made due to an incorrect or undeliverable address, an additional AusPost fee will be incurred at the customer's expense for either re-delivery or the amount will be deducted from the return.

At this time we can not offer express or rush delivery of your order. If there are any special circumstances please contact us and we will try to help you the best we can.

You will receive two emails from us:

One to confirm your order and one to let you know your order has been sent.

Second email will contain your tracking information. To track your order, simply check the tracking here: https://auspost.com.au/parcels-mail/track.html#/track

If you haven't received any emails from us, please check your spam, trash, promotional folders first. If you still can't find it, please contact us and we will get back to you as quickly as possible.

Contact usas soon as possible as we process our orders quickly. We will do what we can to help, whether it is for size or maybe a late night impulse buy.

Please contact us and we will ask our courier for proof of delivery. All orders are "authority to leave" unless requested otherwise (additional charges may apply). We are not responsible for theft or loss once the parcel has been delivered.

We process orders within 2 business days and provide you with the tracking information so you can follow it’s journey to your home. Delivery times are heavily impacted by where you live. If you are in one of the major cities, your parcel should arrive quickly without delays. If you are enjoying some wide open spaces, then expect your parcel to follow the couriers guideline of 7-14 business days.

The short answer is no and we wish we could operate with comfort guarantees, but everyone is shaped differently, feels pressure differently, and tolerates comfort at different levels.

Contact us regarding Smartwool socks.

Please see our Shipping and Returnsfor more information.

Please contact usand one of our friendly team we will get back to you as quickly as possible.

No, discount codes must be applied at checkout when making your purchase. If you are having issues with the discount code not working, please contact us before completing your purchase.

Orders are usually cancelled when there is an error in the address provided and we were unable to reach you via the email you provided.

The Urban Gear runs different promotions throughout the year and we are unable to backdate previous sale prices. Sign-up to our emails, so you don’t miss out on future deals.

Free Shipping Promotions do not automatically qualify for Free Returns. Order total must be $139AUD or more to qualify for the Free Shipping & Returns. 

Every style of footwear within 6 months of wearing will change its look, feel, and softness. The arch will start to collapse from constant pressure and on sandals, in particular, the footbed can lengthen in time. 

So when you purchase a new pair of the same favourite footwear, don’t expect them to look, feel, or be as soft as your well-loved pair. You will have to break them in, and always remember that every year we age, gain or lose weight, our feet do change with us. Don’t be surprised if one day you have to go up a half size or need to change the style of footwear altogether, especially if pesky foot genetics come into play(i.e. bunions).

Shoes will mould and shape to your foot. Different materials will change faster than others, for instance, a mesh upper is soft and pliable to touch almost immediately, but leather will slowly soften over time. Canvas materials are tough at first, but give with the foot usually in a few wears. Always try your shoes on at home on a clean surface, before wearing outside if you are unsure.

As custom orthotic wearers ourselves, we added to each shoe description if there are removable innersoles; this located under the tech & care tab. This special feature may leave you enough room to add your orthotic, but if you need more information, please feel free to contact us for more details about a particular shoe.

 On each product under Tech & Care we provide the recommended care for each shoe.

Our size charts for each brand is directly sourced from the brand itself. We update those standard charts every year, because as brands add new styles, they sometimes have to adjust their standardized size chart to reflect any changes. The size option, size recommendation,and team thoughts, provided on the product’s description are provided to give you a more accurate idea of the actual sizing of that particular style of footwear.To help with this we have a printable Find your Fit Guide.

We carry a range of brands, but each of them have their own definition of vegan footwear. If the shoe says it is made from synthetic materials and the accents are not made of leather, then the shoe might be classed as vegan by that brand. If you are concerned about the glue or rubber used, please contact us directly and we’ll investigate for that specific style of shoe.

Yes, All of the brands we source have strong environmentally friendly ideas and mottos within their companies. We feel it is important to promote and wear brands that understand sustainability and are working to improve the world we live in.

hello@theurbangear.com.au

Unit 1, 16 Leda Drive
Burleigh, Qld 4220
Australia