FAQ

Need Help?

Please check out the questions and answers below. You can also reach out to our customer service team here. We also offer chat below, or you can email us directly at: urbanlush@outlook.co.nz

Message Us

Shopping Information

1. How do I make an order?

Just click on the product or collection of your
choice, click the 'ADD TO CART' button to add it to your cart and this
will show up in the right hand corner of the website.

  1. Click 'checkout' to start the process of payment selection.
  2. You can now leave special instructions or change the quantity you need.
  3. Next click 'CHECKOUT' to be taken to the payment page.
  4. Choose a Shipping option and enter any discount codes or gift cards you may have.
  5. Finally
    Choose a Payment Option from Credit Card then push "Complete Order."
    You will be notified via email with an attached pdf receipt.

2. How do I pay for my order? Is it safe to use my credit card?

When you checkout you are directed to Shopify secure payment gateway
where you can enter your credit card or payment details safely.

3. How much is shipping?

We deliver NZ Nationwide, including rural addresses. We do not ship internationally sorry. We offer a flat shipping rate.

  • NZ Nationwide Shipping - $9

4. What payment options do you offer?

Our Shopify payment options are: Visa, Mastercard, American Express, Union Pay, Shop Pay, Apple Pay, Google Pay & Afterpay.

5. What if my order is wrong, faulty, lost or damaged?

We will always do our best to make sure our customers are happy. Please email: urbanlush@outlook.co.nz,or use our Contact Us page.

6. What happens if the item I want is out of stock?

There are a number of options:

  • We will let you know when it is due back in stock and back-order it for you
  • We can order a similar product for you that you approve
  • We can give you a full refund for the out of stock item.

7. Do you accept returns?

Due to the fragile nature of plants and pots, shipping them is always a risk.  

Please choose carefully as we do not offer refunds on plants that arrive damaged due to handling or delays by couriers.

To
be eligible for a return, your item must be in the same condition that
you received it, unused, with tags and in its original packaging. You’ll
also need the receipt or proof of purchase.

You can always contact us for any return question at urbanlush@outlook.co.nz. 

We treat every enquiry different, depending on the situation.

8. My question isn't answered here, what should I do?

Please contact us, we would love to help you out.