Shipping & Returns

Important Note

The Urban Gear sends gear in a durable cotton shoe bag to provide our customers with a handy travel bag, low shipping costs, and less waste. If you do require the original shoe box let us know, but additional shipping charges may apply.

Shipping

We make it our priority to pack up your gear within 2 business days. We use Couriers Please or AusPost for delivery. If you are in an urban area, your parcel should arrive fairly quickly from our dispatch on the Gold Coast, QLD, but please be aware it can take 2-14 business days. If you are in the far reaches of Australia, please note it can take an additional time for your gear to arrive.  

Keep an eye out for email updates to track where your gear is on its journey to you.

Australia

Orders $100AUD or more
  • Business or Residential address -Free Shipping and Returns (see our return policy below for all conditions).
  • PO Box, Parcel Locker, Locked Bag, C/O Post Office, or similar -$5AUD Flat Rate Shipping.
  • Bulky Items -$30 Flat Rate(only to a Business or Residential address).
  • Total order value must be over $100AUD after all discounts and does not include Bulky Items. 
  • All parcels are Authority to Leave unless requested (additional charges may apply).
  • Phone numbers must be provided for us to ship your parcel.
Orders $99.99 or less
  • Business or Residential address - $10AUD Flat Rate Shipping.
  • PO Box, Parcel Locker, Locked Bag, C/O Post Office, or similar -$15AUD Flat Rate Shipping.
  • Bulky Items -$30 Flat Rate (Only to a Business or Residential address).
  • All parcels are Authority to Leave unless requested (additional charges may apply).
  • Phone numbers must be provided for us to ship your parcel.
  • Shipping is non-refundable.

New Zealand

Orders $350AUD or more
  • Business or Residential address -Free Shipping.
  • PO Box, Parcel Locker, Locked Bag, C/O Post Office, or similar - Not eligible for international shipping.
  • Total order value must be over $350AUD after all discounts.
  • Bulky Items - Not eligible for international shipping.
  • All parcels are Authority to Leave unless requested (Additional charges may apply).
  • Phone numbers must be provided for us to ship your parcel.
Orders $349.99 or less
  • Business or Residential address - $35AUD Flat Rate.
  • PO Box, Parcel Locker, Locked Bag, C/O Post Office, or similar - Not eligible for international shipping.
  • Bulky Items - Not eligible for international shipping.
  • All parcels are Authority to Leave unless requested (Additional charges may apply).
  • Phone Numbers must be provided for us to ship your parcel.
  • Shipping is non-refundable.

Other Important Points:

  • The Urban Gear is not responsible for lost or stolen parcels. Please contact us so we can follow up with the courier to help locate your gear or get proof of delivery.
  • Customers are responsible for providing the correct address. We can not change your address once an item has been sent. Non-delivery to an incorrect or undeliverable address will incur an additional $15 fee.

Returns

Carefully read The Urban Gear general returns policy and how to redeem free returns. All items returned must be unworn, in original packaging, and condition, with all tags attached. The carry bag is considered part of the original packaging and any gear not returned in the original packaging and original condition, will not be considered for a full refund. Any original shipping fees are not refundable and the refunds will apply only to the products.

The Urban Gear has a   60-day return policy of unused gear from the date of purchase. Selected items are not returnable, including used or final sale items, foot tech care, Grangers, bottles, and eye-wear (see below for more details).

Australia

  • Free Returns/Exchanges
    • Original orders must have been $100AUD or more.
    • Must have been delivered to a Business or Residential Address.
    • Must contact us within 5 days of confirmed delivery to organise a free return. You still have the 55-days to return at your own cost.
    • Products must be in original packaging/condition.
    • Customers are responsible for the return packaging, we recommend using the original bag (inside-out). 
    • One Free return per order, and for exchanges you have free shipping back to you.
    • Click Here to Contact Us and organise your return.
  • All Other Returns/Exchanges
    • Order of less than $100AUD, Customers are responsible for all return shipping.
    • Orders of $100AUD or more, after the 5 day return period are responsible for all return shipping.
    • Original Shipping is non-refundable for returns.
    • For exchanges, you receive one free shipping back to you.
    • Contact Us and organise your return.

New Zealand

  • Customers are responsible for all returns and exchanges. 
  • Shipping is non-refundable.

Afterpay

  • Orders made with AfterPay must be returned for a refund and are not eligible for an exchange.

Returns of Promotional Items

  • In the case of a multi-buy or free product, (i.e. buy one get one free) all items must be returned unused and in original packaging to receive a full refund.
  • Promotional items full retail value will be deducted from the refund if not returned with the original items.  

Returns of Foot tech care and eye-wear 

  • May only be returned only if the item is unused and is in its original packaging and condition. 
  • Do not remove items tech care or eyewear from packaging, this voids any returnability.

Final Sale Items

  • All Flasks, Water Bottles, or similar are non-returnable/non-refundable for health & safety reasons.
  • Granger products are non-returnable/non-refundable.
  • Contact us if you are unsure before purchasing.

Special Buy Sale Items

  • Exchange only, not returnable.
  • Products that are Special Buy will be clearly marked in the description of the product.
  • Contact us if you are unsure before purchasing.

Bulky Items

  • Not eligible for free shipping or returns.
  • We may be able to assist with discounted shipping for returns, please contact us here.

Have more questions? Head over to our FAQ Page   to find out more.