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  • Free Shipping On Orders Over $80

    FAQs

    Shipping & Delivery

    How long does delivery take?

    For orders placed by 3pm on a business day, we will try our best to ship it on the next business day.

    Our delivery target for Auckland urban area is 1 to 2 business days.

    Our delivery target for Auckland rural area and other North Island addresses is 2 to 4 business days.

    For South Island, our delivery target is 2 to 5 business days.

    While we will put best effort to meet these delivery targets, please be aware that once the products are handled to courier companies, we do not have control over the delivery process.

    Can I track my delivery?

    Yes. We ship all orders with a tracking number. You will receive this tracking number with order notification emails that we send to you. If you have created an account on our website, you can also log into your account and find the tracking number under My Orders section.

    Order tracking shows as delivered but I haven't received it?

    Please first look around your property as the courier may have dropped off your item in a safe area which is not easily visible from the road.

    Please also check the delivery address being used at checkout and confirm that it was correct. You can find your delivery address that was used for the order in order notification emails that we send to you. If you have created an account on our website, you can also log into your account and find your delivery address under My Orders section.

    If you still cannot find your parcel, please let us know. We will lodge an enquiry with New Zealand Post as the sender. You are are also required to do the same a receiver. You can lodge an enquiry for missing delivery at https://www.nzpost.co.nz/contact-support/assistance/form. After following the instructions, you will be given a case number by New Zealand Post. Please provide the case number when contacting us.

    Do you allow pick ups?

    Unfortunately, we do not allow pick ups at this stage. If your order is urgent, please contact us and we are happy to help you and discuss with you about options.

    Payment

    What are your payment methods?

    We accept all major credit cards types including Visa, Mastercard and American Express.

    You can also choose to pay with Paypal. This allows you to pay either with your Paypal balance or with credit card through Paypal. You do not need to have a Paypal account to use this payment method.

    We also partner with leading Buy Now Pay Later services: After Pay and Laybuy. If you have an account with one of these services, you can get your favourite item first and then make 4 or 6 interest-free payments afterwards.

    If you would prefer to make a bank transfer, you can do this via POLI Payment. POLI allows you to make online payment using the security and convenience of Internet Banking.

    Alipay is another convenient payment option our customers can choose. This allows payment to be made in a foreign currency such as Chinese Yuan.

    Is credit card payment secure?

    Yes. Data transmission to and from our website is securely encrypted under https protocol. Your credit card payment will be handled by Stripe. Urban Stock will neither have access nor store your credit card details.

    My Account

    Do I have to create an account in order to buy products from you?

    No. You can checkout as a guest user.

    However, we do recommend that you create an account with us. By logging into your account, you can:

    • View your past orders;
    • Manage your addresses to save time for future purchases;
    • Have access to more member-only features as we continue to make improvements

    Can I use my Facebook or Google account to log in?

    Yes. When you go to the login page, please find the Facebook and Google login buttons.

    social login buttons

    Click on one of these buttons, a new browser popup window will open for you to authorise Urban Stock to have basic information about your Facebook or Google profile. If you do not see such a window opening, please check if your browser or one of your browser extensions is blocking popups.

    Exchanges & Returns

    What is the return process?

    Please read our return policy here.

    Not finding the help you need?