To view the Terms and Conditions of our current offers and promotions please click here.
1) Who is Urbandaddy?
Urbandaddy is an online apparel and footwear website formed under the umbrella of Torpedo7, the successful and widely recognised leader in online retail in New Zealand.
2) Where are you based?
Our head office is based in Hamilton, New Zealand.
4) Where do you sell to?
Currently we sell to customers within Australia and New Zealand.
5) How do I contact your Customer Services Team?
There are several ways you can contact our friendly Customer Services Team.
Email firstname.lastname@example.org or telephone on 1800 134 005
6) Where is my order? What happens if no one is at home to receive my order?
If there is no one at home at the time of attempted delivery, There will be a card left by Australian Post to advise it has been returned to your local post shop. Email us on email@example.com or ring us on 1800 134 005 to assist you further.
7) Is it safe to use my credit card on your site?
You can rest assured that your shopping experience and the use of your credit card at Urbandaddy.com.au is completely safe. The Urbandaddy Safe Shopping Guarantee backs every credit card purchase you make at Urbandaddy, and our site is protected by SSL encryption technology.
8) I want to return my purchase! What do I do?
Our 30 Day Right of Return Policy allows you to shop with absolute confidence. If you are not 100% satisfied with your purchase, you can rest assured that we will happily accept returns for up to 30 days after you have made your purchase.
We only have one simple returns policy: All we ask is that you send the good/(s) back to us unused and in their original condition and packaging. More details and Returns Form are available here.
9) How long does it take to receive a refund?
Please allow a period 2-10 working days for an exchange, refund or credit note to be processed. We also request that you keep a record of your shipment until you have received your credit. If you require your return to be processed more urgently, please let our friendly Customer Services Team know and we will endeavour to process your refund as quickly as we possibly can.
10) Can I change or cancel my order?
Once your order has been confirmed or dispatched, you cannot change or cancel your order. If you made a mistake during the order process, such as ordering the incorrect size or colour shoe, you are able return your order once you have received it. Click here to download the Urbandaddy Returns Form.
11) How long will it be before I receive my order?
You can expect to receive your order within 3-5 business days. Please allow additional time for shipments to rural addresses or non-metropolitan residential areas.
12) What forms of payment do you accept?
We currently accept Visa and MasterCard for all orders.
13) How do I order items with Cashier's Checks or Money Orders?
At this time we do not accept Cashier's Checks, Money Orders, Pago or Direct Credit.
14) Do you ship to addresses outside Australia?
Currently we ship to Australia and New Zealand. We only ship to Australia from our Australian Site. For New Zealand enquiries, please contact firstname.lastname@example.org or telephone on 0800 832 339
15) Do you ship to PO Box addresses?
Yes, however a physical residential or business address is prefered for ease of delivery.
16) I can’t remember my password, can you send it to me?
Click here to retrieve your login details.
17) How do I use a Promo Code?
At the end of the Checkout process, type your code into the ‘Promo Code’ field and push the ‘Apply’ button. Your discount will then be applied to your total purchase amount. If for any reason the promotional code does not work, please call our Customer Services team on 0800 832 339.
18) When placing an order I get an error message stating that there has been an authorisation failure. What went wrong?
Please double check that you have correctly entered your credit card number and the card's expiration date. Also, please be aware that we currently only accept Visa and MasterCard for credit card payments.
19) Do you do back orders?
Regretfully, we are unable to accept backorders. If a particular item is out of stock, it will be clearly displayed on the website. In the unlikely event that we are unable to deliver at item to you due to unforseen circumstances, we will notify you as soon as we possibly can and arrange a replacement item or refund for you. Please note that out of stock orders will be cancelled unless a replacement item is requested.
20) How can I sign up to your database to get exclusive offers and up to date footwear information?
You can sign up to our newsletter here or follow us via social media on Facebook
21) I don’t know my shoe size and I usually try on my shoes when purchasing
Welcome to the world of online shopping! On each style we've supplied a 'Size' tab - here you will see a size conversion chart relevant to the brand you are considering. If you are unsure what size you are then please refer to this chart.
In the event that your shoes do not fit when you receive them, we will happily arrange for you to return them and exchange them for the correct size. We only have one simple returns policy: All we ask is that you send the good/(s) back to us unused and in their original condition and packaging. More details and Returns Form are available here.
22) Cookies: Do I need to enable cookies on my browser to shop at Urbandaddy.com.au?
Urbandaddy mostly uses "session" cookies, which are removed from your computer one hour after you leave Urbandaddy. A second cookie is placed on your computer (if you choose) for Urbandaddy to remember you, this cookie is intended to remain forever. These are used so our website can remember that you have logged in already and prevent you doing so more frequently.
23) I'm not receiving Urbandaddy emails and I've signed up to Urbandaddy?
If you aren't receiving our emails and you have signed up please visit our 'About Our Emails' page. If after reading this and making some changes you still don't receive them please contact us on email@example.com or telephone on 1800 134 005
24) Urbandaddy appears to be displaying incorrectly on my computer. What should I do?
Your computer may be using an older version of an Internet browser. Urbandaddy is optimised for best viewing on the latest version of the following browsers: Firefox, Google Chrome, Internet Explorer (9+)
For the best viewing experience, we recommend that you install one the latest version of one of these browsers.