Frequently Asked Questions

Orders are normally processed within 1–3 calendar days. After shipment, standard delivery normally takes 4–10 calendar days.

Deliveries to rural or remote areas of Australia may take slightly longer. Delivery times are estimates rather than guarantees.

Review any product-specific delivery information and our Shipping Policy before ordering.

Yes. We will send a shipping-confirmation email containing your tracking number after the carrier picks up the package and tracking becomes active.

You can also check your shipment through our Order & Delivery Tracking page.

Yes, we provide free standard shipping on all orders.

You may request a change-of-mind return within 30 calendar days after delivery, subject to our voluntary return conditions.

Contact us before sending anything back so we can provide the correct return address and instructions.

This voluntary policy does not limit applicable statutory cancellation rights or rights relating to faulty, damaged, incorrect or misdescribed goods.

See our Refund & Return Policy for eligibility, return-shipping costs and refund details.

We accept major credit and debit cards, PayPal, Apple Pay, Google Pay, and Shop Pay. The payment options available for your order will be displayed during checkout.

Contact us immediately if you need to change or cancel an order. We’ll try to stop or amend fulfillment, but this may not be possible once processing has begun.

If we cannot stop dispatch, we’ll explain the next steps. Processing or dispatch does not remove applicable statutory cancellation rights, including those available to UK customers.

See our Refund & Return Policy for details.

Shipments from China may travel through Cainiao or another international shipping provider before transferring to a local carrier for final delivery.

U.S. final-mile carriers may include SpeedX, USPS, UniUni and GOFO. UK and Australian carriers vary by destination and fulfillment route.

Your assigned carrier will be shown in your shipment’s tracking information.

We offer free tracked shipping to the contiguous United States, the United Kingdom—including Northern Ireland—and Australia’s six states, ACT and Northern Territory.

Please see our Shipping Policy for excluded destinations and address types.

Visit our Current Offers & Discounts page for currently available discounts and offers.

If your order has not shipped within 3 calendar days, or has not arrived within 14 calendar days after shipment, please contact us with your order number so we can investigate.

Please contact Urban Alcove with your order number so we can review the shipment details and investigate with the carrier.

Please contact us as soon as reasonably possible with your order number, a description of the problem and clear photographs when they can reasonably show the issue.

We’ll investigate and provide an appropriate remedy in accordance with applicable law. Our voluntary 30-day return window does not limit your statutory rights.

See our Refund & Return Policy for full details.

Urban Alcove will pay or reimburse approved return-shipping costs when a product arrives damaged, defective, incorrect, or materially different from its description.

For other returns, such as changing your mind or selecting the wrong product, size, or color, the customer is responsible for return-shipping costs. We do not charge restocking fees.

Approved refunds under our voluntary return policy are issued to the original payment method within 10 business days after the returned product is received and inspected. If no return is required, that period begins when the refund is approved.

Applicable statutory refund deadlines take priority. See the UK provisions in our Refund & Return Policy.

Your bank or payment provider may need additional time to post the refund.

Import duties, taxes and clearance charges can vary by destination, shipment value and fulfillment route.

If a carrier requests an unexpected payment, please contact us before paying where possible so we can investigate. Include the payment request and any deadline.

See our Shipping Policy for details.