Heirloom Vine

🚚 Free Tracked Shipping

Enjoy free tracked shipping on every order. 

📍 Track Your Order

A tracking email is sent once the carrier receives your package.

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

↩️ 30-Day Returns

You may request a change-of-mind return within 30 calendar days after delivery, subject to our voluntary return conditions. This does not limit your statutory rights.

Review our Refund & Return Policy for complete details about eligibility, return shipping, refunds, and the return process.

💬 Need Help?

Questions about shipping, returns, or your order? Contact our customer support team, and we’ll be happy to assist.

How long will my order take to arrive?

Your estimated delivery window is shown in the Shipping and Returns section. Deliveries to rural or remote areas of Australia may take slightly longer. Delivery dates are estimates, not guarantees.

For complete details, see our Shipping Policy.

Is shipping free?

Yes. We offer free tracked standard shipping with no minimum purchase on all Urban Alcove orders to supported destinations.

Can I track my order?

Yes. A tracking email is sent once the carrier receives your package and tracking becomes active.

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

What if my order arrives damaged or something is wrong?

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.

Can I return my purchase?

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. Return destinations are determined case by case.

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.

How can I contact Urban Alcove?

We’re happy to help with questions about products, orders, shipping or returns. Visit our Contact Us page or email support@urbanalcove.com.

We normally respond within 24 hours.

Will my product look exactly like the photos?

We make every effort to represent our products accurately. Slight variations in color, texture, finish or appearance may occur because of lighting, photography, production variation or screen settings.

This does not affect your rights if a product is materially different from its description.

Where can I find product dimensions and specifications?

Dimensions, materials, colors and other specifications are provided on each product page. Check these details carefully before ordering to make sure the product suits your space.

For lighting, also verify that the electrical rating, plug or charging requirements and installation method are suitable for your country and intended use.

Are there any current offers or discounts?

Visit our Current Offers & Discounts page for available promotions, eligibility requirements and instructions for applying your savings.