Faq

SHIPPING & DELIVERY

HOW LONG DOES IT TAKE FOR MY PRODUCTS TO BE MADE AND DELIVERED?
Production and delivery time varies depending on the item(s) ordered, your customization options and your location. We always aim to deliver within 14-28 business days from the date of your order.

WHAT DOES ‘FREE DELIVERY’ MEAN FOR ME?
Free Delivery is available to all major metropolitan areas including Adelaide, Brisbane, Melbourne and Sydney.

HOW MUCH IS DELIVERY IF I LIVE OUTSIDE METROPOLITAN ADELAIDE, BRISBANE, MELBOURNE OR SYDNEY?
We offer Australia-wide coverage for all URBI products. There is a loading amount added to postcodes outside of metropolitan areas.

CAN I PICK UP MY ORDER DIRECT FROM URBI?
Absolutely! Although we would not recommend it. Please contact us on hello@urbi.com.au to organise a pick up date and time.

HOW CAN I TRACK MY ORDER?
To track your order, we kindly ask you email hello@urbi.com.au or just call us on the number at the top right hand corner of this page.

DOES SOMEONE NEED TO BE HOME TO ACCEPT DELIVERY?
Yes. It is necessary for someone to be available to accept delivery as we use a secure courier who requires a signature as proof of receipt. For your convenience, we recommend having your order sent to your home address instead of work. The products can be on the heavy side. We would not want you to double handle the furniture.

Furthermore, our carriers provide a door-to-door service, which does not include carrying the items inside, carrying items up stairs, placement, or removal of packaging. URBI items tend to be made partly of stone, which is inherently heavy. We would sincerely suggest carrying your items inside with the help of a friend or two.

MY ITEMS HAVEN’T ARRIVED YET. WHAT CAN I DO?
Please allow up to 14-28 business days from the day you received the order confirmation. For any additional concerns, please do not hesitate to email our customer service centre at hello@urbi.com.au

HOW DO I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
We kindly ask you email our customer service centre at hello@urbi.com.au. However, if we have already dispatched your furniture there may be an additional delivery fee.

HOW WILL I KNOW HOW MY ORDER IS PROGRESSING?
Once your payment is received, your purchase is sent directly to our Melbourne stonemasons and furniture fabricators. So that you can monitor the progress of your purchase you will receive five emails regarding the status of your order. You will be alerted by email at the following stages;

• Once your payment has been accepted
• Once your order is received by the workshop
• Once your order is completed and sent to our polishing shop for finishing
• Once your order is dispatched from our manufacturer in Melbourne to your chosen address
• Once your order has been delivered

If you do not wish to receive these updates you can unsubscribe at anytime by selecting the 'unsubscribe' option at the bottom of any URBI email.

 

RETURNS

HOW DO I RETURN MY PURCHASE?
URBI is dedicated to providing the best customer support. If you wish to return an item(s), please send an email to hello@urbi.com.au. We kindly ask you include your purchase order number so we can find your order details in the most convenient way. If there was any damage during delivery please take photos of it with your smart phone and email us.

WHAT HAPPENS IF I DON’T LIKE THE PRODUCT ONCE IT ARRIVES?
We're so confident you will love your product that we have created the URBI, Return for Any Reason policy.

‘WHAT DOES “RETURN FOR ANY REASON” MEAN?
If you decide after receiving delivery of your product(s) you wish to return the product(s) for any reason you can. We are so confident that you will love your purchase that if for whatever reason you do not, you can return it. No questions asked.

WHAT IS THE RETURN NOTICE PERIOD?
URBI provides its customers with a 14-day period for returns from delivery.

HOW LONG DOES IT TAKE FOR ME TO RECEIVE A CREDIT NOTE?
After the approval of your return, URBI will grant you a store credit within 7-10 days from the date we receive the returned product(s).

DOES URBI PROVIDE REFUNDS?
URBI does not typically provide refunds, unless under extreme circumstances. We fabricate the furniture specifically for your design after your order is approved. Our philosophy is based on Just in Time manufacturing. We minimize waste by building custom to your specifications.

Any product(s) returned will be provided with a full credit note, less the delivery costs to return the product(s).

WHAT ARE THE SHIPPING CHARGES IN CASE OF RETURNS?
You can return your item(s) within 14 days of the delivery date. If the product(s) is not damaged or faulty, and you simply decided that you do not want it anymore, you will receive a full credit note, less the outbound associated shipping costs. Shipping costs will vary according to the item(s), supplier and your location.

In the unexpected event of receiving a faulty product(s) or you have a warranty claim, please contact us by email at hello@urbi.com.au. Photos may be requested to support the assessment of your claim. If the warranty claim is accepted, we will arrange a replacement, a store credit or a refund for the item(s), and cover all associated freight costs.

I NEED TO RETURN AN ITEM(S), BUT I DON’T HAVE THE ORIGINAL PACKAGING. NOW WHAT?
In order to issue a credit note, original packaging is required in instances where you have changed your mind or would like to exchange for a different item(s), size or colour. Please note that the item(s) must be unused and returned within 14 days of purchase.

If the item(s) is faulty, but you are no longer in possession of the original packaging the return claim can still be submitted. Where the original packaging is either damaged or no longer suitable to protect the product once shipped, you must arrange by whatever means to have the product(s) safety and securely wrapped before being picked up by our delivery partners.

 

WARRANTY

WHAT ARE YOUR WARRANTY TERMS AND CONDITIONS?
URBI warrants all goods for a period of three years under normal usage, to be free from defects in material and workmanship. URBI's liability under this warranty is to repair or replace (at its discretion) any part or product covered by this (or any implied) warranty free of charge.

This warranty does not cover:
• Normal wear and tear;
• Damage arising from abnormal use, or abuse;
• Products which have not been maintained, or which have been modified;
• Any indirect or consequential loss.

This warranty applies only to the original purchase. Proof of purchase is required. All works carried out by a party under instructions from URBI will be covered by the 12-month warranty on workmanship and repair. If the workmanship of the repair is deemed by URBI to be faulty a new item will be provided. All other warranties, express or implied, are excluded.

HOW LONG IS YOUR WARRANTY?
All URBI's products are backed by a three-year comprehensive warranty for the frames and a 10-year limited warranty for the Caesarstone® tops. For the warranty information on the Caesarstone® tops please visit www.caesarstone.com.au or contact us on hello@urbi.com.au

WHAT DO I DO IF I HAVE A PROBLEM WITH A URBI PRODUCT?
URBI is committed to the excellence of our products and providing first class customer service together with unbeatable value.

A very responsive after-sales department is available to help you with any queries after your purchase. Contact us at hello@urbi.com.au if you require any assistance with your product after purchase.

WHERE ARE MY PRODUCTS MADE?
The URBI range is hand crafted in Melbourne by local stonemasons, painters, metal smiths and/or carpenters. Your unique piece will be dispatched from our Melbourne workshop and delivered anywhere in Australia. Be assured that with every URBI product you purchase you are helping the Australian manufacturers.

 

PRICING

ARE YOUR PRICES IN AUSTRALIAN DOLLARS (AUD)?
All pricing is in Australian dollars.

DO YOUR PRICES INCLUDE GST
All prices include GST.

DELIVERY FEE?
Delivery to major metropolitan areas are free.

 

CUSTOMISATION

WHAT CAN I CUSTOMISE IN THE URBI STUDIO?
Customisation options vary depending on the product you have selected. There are numbers marked on each component of every product. You will be able to either select the size, shape, material and colour of a component.

WHAT COLOURS CAN I CHOOSE?
You can select any of the colours offered for the URBI frames or Caesarstone® colours in the design studio.

CAN I REQUEST ADDITIONAL COLOURS TO BE USED THAT ARE NOT IN THE URBI STUDIO?
URBI offers a selection of pre-set colours to choose from. These cannot be varied on an order-by-order basis. However, we will be releasing more colours on a regular basis. We are always interested in customer feedback and requests so please feel free to communicate your suggestions to hello@urbi.com.au

CAN I REQUEST CUSTOM DIMENSIONS OF MY PRODUCT?
URBI offers a selection of pre-set furniture sizes and dimensions. These cannot be varied on an order-by-order basis. We are always interested in customer feedback and requests so please feel free to communicate your suggestions to hello@urbi.com.au

I HAVE PURCHASED FROM YOU BEFORE. HOW CAN I MATCH COLOURS FROM THIS EARLIER PURCHASE WITH MY NEXT?
All purchase information would have been outlined in the receipt that was sent to you from hello@urbi.com.au. If you login at the point of purchase your order history will be saved. Your order history is located in the “my account” section of the URBI website. If you did not login please email hello@urbi.com.au, state the email address that was used to make your purchase and we will supply your previous order information.

HOW CAN I FIND OUT THE DIMENSIONS OF A PRODUCT?
To see the dimensions of any product, simply click on the 'specifications' icon located in the top of the URBI Studio.

DO I HAVE TO LOGIN TO MAKE MY PURCHASE?
No, you do not have to login to make a purchase. If you wish to keep your order history in the 'my account' section of the URBI website, then you will need to login during the checkout process.

 

ASSEMBLY

HOW DO I ASSEMBLE MY URBI PRODUCT(S)?
Each URBI product is assembled differently. You will receive a set of intuitive and easy to follow instructions that step you through the assembly process for your specific product. It's advisable that you have someone there to assist during assembly.

WHAT WILL I NEED TO ASSEMBLE MY URBI PRODUCT?
Everything you will need to assemble any piece of URBI furniture will be provided and all can be assembled by hand. It would be advisable that you have a friend to help you though.

CAN I DISSEMBLE MY URBI FURNITURE FOR TRANSPORTATION?
Absolutely, URBI furniture can be easily disassembled for easy transportation. We do recommend you take care when disassembling your furniture though as rough handling may lead to chipping and or denting of your URBI product. As mentioned previously, due to the heavy nature of the material we also recommend you have a few friends assist you.

 

PAYMENT, PAYPAL AND CREDIT CARDS

WHAT PAYMENT TYPES DO YOU ACCEPT?
URBI offers a great variety of payment methods, including credit cards (Visa, Mastercard) and Paypal.

IS IT SAFE TO PAY BY CREDIT CARD?
Yes. We use the fully encrypted PayPal payment gateway that offers the most advanced credit card security. We do not store, or have future access to any credit card information that you enter into the URBI website.

MY COMPUTER FROZE WHILE PROCESSING PAYMENT. HOW WILL I KNOW THAT MY PAYMENT WENT THROUGH SUCCESSFULLY?
All successful transactions will receive a confirmation email. If you have not received a confirmation via email within 2 hours, please try placing your order again. Alternatively, please do not hesitate to contact our customer service centre at hello@urbi.com.au

WHAT IS PAYPAL?
PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.

WHEN WILL MY PAYMENT BE DEDUCTED FROM MY PAYPAL ACCOUNT?
Payment will be deducted from your PayPal account immediately after checkout.

HOW DO I SIGN UP FOR PAYPAL?
You can sign up for a PayPal account on PayPal website.

CAN I PAY USING MY CREDIT CARD?
Yes. No surcharges will be applied.

DO YOU KEEP MY CREDIT CARD DETAILS?
We do not store your credit card details.

 

CARING AND MAINTAINING FOR YOUR URBI PRODUCT

HOW DO I MAINTAIN MY URBI PRODUCTS?
URBI suggest the following in order to care and maintain your products to ensure longevity:

• Don't put anything that is hot directly on your URBI’s products. Hot would mean any item that you cannot handle with your bare hands.
• Coasters should be used when placing hot or cold drinks on any of URBI's table products.
• When working with items that can potentially damage the timber, stone and/or metal, use a protective sheet or covering. Crayons, markers and glues, as well as cooking oils, can cause damage to finishes. The benefit of having Caesarstone® is that is gives you enough time to clean the product prior to any permanent damage occurring.
• Avoid excessive scratching by lifting objects that have hard basses such as clay pots and metal pans rather dragging them.

HOW SHOULD I CLEAN MY URBI PRODUCTS?
In order to preserve your URBI products and keep them looking new, URBI suggests you wipe, dust and clean your items regularly.

For your tops, you can either use the cleaning cleanser provided with your purchase or if you’ve run out you may purchase one of our cleaning kits from the URBI website.

For day-to-day use, you only need to wipe down your products as required. Most marks can be wiped off with a damp cloth or with a mild detergent.

CAESARSTONE® CLEANING AND MAINTENANCE
Caesarstone® is a 93% quartz based product that has outstanding properties to ensure ease of maintenance and longevity of your furniture. This is the reason why URBI has partnered with this outstanding product. It will withstand exposure to tea, wine, vinegar, lemon juice and strongly coloured substances. Everyday Cleaning Caesarstone® requires very little maintenance to keep the surface looking like new. For everyday, routine cleaning of Caesarstone® we recommend wiping the surface with warm soapy water (a mild detergent) and a damp cloth or alternatively use a quality spray and wipe type cleaner.

CAESARSTONE® CLEANING PRODUCT RANGE
Caesarstone® has created of cleaning products specifically suited to our quartz surfaces, not only to maintain their brilliant lustre for years to come but also as a convenient solution for everyday cleaning.

The Caesarstone® Cream Cleanser been specially formulated to remove the most stubborn stains such as red wine or beetroot while taking care of your Caesarstone® surfaces. It is also suitable for cleaning sinks and taps, baths and basins, shower recesses, tile surfaces and cook tops.

Caesarstone® Cleaning Wipes and Spray Cleaner are a convenient solution for everday cleaning and have been designed to be tough on spills but gentle on the surface.

For added value, the entire Caesarstone® cleaning product range is available for purchase through our online store in a Deluxe Cleaning Kit.

FOOD PREPARATION
To avoid damage we always recommend cutting on an appropriate cutting board and never directly on the Caesarstone® surface. Send us an email to purchase a cutting board the same colour as your URBI furniture or kitchen benchtop.

POLISHING
As Caesarstone® is virtually non-porous it will keep its lustrous gloss and ultra smooth surface without polishing and it never needs sealing. Do not attempt to seal as this will leave the residue of the sealing agent on the surface and potentially damage the product and void the 10 year warranty.

HEAT RESISTANCE
Caesarstone® will tolerate brief exposures to moderately hot temperatures, however prolonged direct contact with, or radiated heat from very hot pots can cause thermal shock, discolouration or damage. Therefore we do not recommend placing hot pots, pans, electric frying pans, oven trays, etc. directly from the hotplate or out of the oven onto the surface of Caesarstone®. We always recommend the use of a hot pad or trivet to place hot items on.

TOUGH? YES. INDESTRUCTIBLE? NO.
As with any surface, Caesarstone® can be permanently damaged by exposure to strong chemicals and solvents that undermine its physical properties. Do not use products that contain trichlorethane or methylene chloride, such as paint removers or stripper. Avoid any highly aggressive cleaning agents like oven cleaner that have high alkaline/pH levels. Should the surface be accidentally exposed to any of these damaging products, rinse immediately with water to neutralize the effect.

WARRANTY REGISTRATION
Have you registered your Caesarstone® 10 Year Limited Warranty yet?Register now to receive your free Caesarstone® cleaning kit and stainless steel Authenticity Badge which demonstrates the authenticity of your Caesarstone® product.

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EXTRA STUBBORN DRIED SPILLS AND STAINS
For removal of these or if you wish to give your Caesarstone® surface a thorough clean then we recommend Caesarstone® brand Cream Cleanser and a 3M™ Scotchbrite™ Never Scratch™ All-Purpose Scrubber which can be used without damaging the stone, or alternatively applied to a soft damp cloth. When using Caesarstone® Cream Cleanser we recommend using a small amount of the Cream Cleanser on a 3M™ Scotchbrite™ Never Scratch™ All-Purpose Scrubber which has been thoroughly soaked in warm water.

To remove adhered materials like food, gum and nail polish, first scraped away the excess with a sharp blade. If there are any grey metal marks on the surface, a mild detergent will remove it. Household bleach can generally be used as an effective cleaner to remove stubborn marks, but care should be taken as some products are considerably stronger than others.

For Motivo™ pattern textured collection it may also be necessary to use a non-abrasive soft bristle brush for extra stubborn stains.

CAN I POLISH OR WAX MY URBI PRODUCTS?
URBI’s Caesarstone® tops are as tough as they come. These materials are best handled by professionals. The surface of the material cannot be changed or altered in any way or form. However, the profile may be re polished after 3-5 years of usage if need be. Please contact us on hello@urbi.com.au for more information.

CAN I PAINT, OIL OR VARNISH MY URBI PRODUCTS?
URBI recommends that no further paint, oil or varnish is applied to the products once you receive them. Please note that if any further paint, oil or varnish is applied to a URBI product, URBI's three-year warranty will be voided.