Shipping And Returns Policy
We work hard to provide consistent, quality prints for our customers. If you happen to receive a faulty product, please email us at contactus@theurbanlist.com with:
- The date of your purchase Your order number
- The item(s) would like to return
- Why you want to return it
- A photo highlighting the fault/damage
Once we receive this email we will organise a replacement/refund for you, provided the order meets our user agreement/returns policy. You may have to return the product back to Urban List.
What Can Be Returned
Only items that are faulty, damaged and unworn may be returned.
Returns can only be accepted within 14 days of your order being received.
Once an order has been placed using our online system, it's immediately added to our production queue, and we can't edit or cancel it once it's been placed.
Please note we cannot be responsible for:
- Spelling, punctuation or grammatical errors made by the customer
- Inferior quality, blurry or low-resolution of uploaded images
- +/-10% difference in design printing colours, print placement and size*
- +/-10% difference in the actual garment colours
- Design errors introduced by the customer in the design creation process
- Errors on proofs that have been approved either in writing or by paying to confirm an order
- Change of mind
- Errors in user-selected options such as product type or size*
- Garment shrinkage in wash, provided washing instructions have been followed BYO or supplied garment errors during the print process
- Courier delivery time frames when we have dispatched to the correct address before the due date
Please examine your designs carefully and correct any mistakes prior to placing your order. In an effort to keep costs down and pass on the savings along to our customers, Urban List does not proof documents created by its customers prior to processing.
Payment of an order constitutes approval, so please ensure that the artwork, quantity and shipping address is correct before payment is made.
We cannot accept returns for errors made by any of our couriers when we have dispatched to the correct address by the due date.
**Please note: sizing measurements online are within +/-2cm. Print dimensions and print placement measurements are within +/-2cm.
BYO & Supplied Garments
BYO supplied garments and apparel are supplied at the customer’s discretion and we can take no responsibility for damage or errors.
Please remember that if a print or production error occurs on BYO apparel, replacement items cannot be sourced by us and will not be reimbursed. If you have concerns regarding BYO apparel, we suggest that you either supply extra garments for testing purposes, or instead choose items from our available product range.
Shipping
Urban List's standard delivery time is seven business days. This is because all items are custom printed per order. We provide two types of rush order services which allow the customer to have their item dispatched from us via our overnight service or our four-day express service. Same Day Rush Orders placed before 1pm on a given day will be dispatched the same day and arrive on the next business day if your location is within the Express Post Network. Orders placed after 1pm will be shipped out the following day. The four-day express service will be shipped out within four business days following the date that the order was made. We are not responsible for any technical problems or freight carrier delays on deliveries of goods if we ship out on time (before 5:30pm on a business day). We provide tracking numbers on all purchases. Once shipped we are not liable for any loss or damage of goods in transit from any transportation service such as Australia Post, Startrack, Toll Priority and Fastway.
Delivery Time Frames
The nature of print is that our processing, production and postage time frames can vary, though we do our best to ensure the quickest turnaround on each order. In the unlikely event that there is an error due to the couriers that we use (Australia Post, Startrack, Toll Priority and Fastway) we cannot take responsibility.
If you order with express shipping, please ensure your location is covered by the Australia Post National Express Post Network (hint: if it’s rural or international, it might not be). If it’s not, we cannot take responsibility for shipping time frames.
Please contact us so we can look after you well before your due date. We want you to receive your garments on time and are only a phone call or an email away.
NOTE: ONLINE ORDERS OR ORDERS WHERE YOU UPLOAD YOUR OWN ARTWORK
All orders placed over the phone, email or in-person are subject to the same returns procedure and also the Proof Approval Disclaimer. Verbal agreement, payment of an invoice or emailing a reply with approval constitutes authority to proceed. Clients are requested to check thoroughly before approving. We have taken the utmost care printing your artwork, however, we cannot be liable for client error. Due to the production process, colours, position, size and scale are indicative only.
