Shipping & Returns

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 customisation options and your location. We always aim to deliver within 14-28 business days from the date of your order. Each product(s) will have an estimated availability period indicated when you checkout.

WHAT DOES ‘FREE DELIVERY’ MEAN FOR ME?
Free Delivery is available to all major metropolitan areas including Adelaide, Brisbane, Melbourne and Sydney. To check if you qualify for free shipping, simply enter your postcode into the postcode field in the Company of Stone studio or at checkout

HOW MUCH IS DELIVERY IF I LIVE OUTSIDE METROPOLITAN ADELAIDE, BRISBANE, MELBOURNE OR SYDNEY?
We offer Australia wide coverage for all Urbi products. To easily calculate your delivery, simply enter your postcode in the Urbi studio or at checkout.

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 organize 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

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 work address if being at home during business hours is not an option.

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. Alternatively, we provide an additional service for installation. Please contact us to discuss.

MY ITEMS HAVEN’T ARRIVED YET. WHAT CAN I DO?
Please allow up to 14-28 business days for from the day you received the order confirmation. For any additional concern, 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

HOW LONG WILL IT TAKE FOR MY PRODUCTS TO BE MADE AND SHIPPED?

You will see ‘estimated delivery days’ located in the design studio and at the point of checkout. We’ll let you know if there are any delays and will be in touch throughout the development of your product. If you have a special date coming up that you need your furniture for, please let us know in advance and we’ll do our best to help you.

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.

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. If you are unhappy, simply contact us to arrange for your return.

‘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.

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.
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 purchase 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 the customer is 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, metal smiths and/or carpenters. Your unique piece will be dispatched from our Melbourne workshop and delivered anywhere in Australia.