FAQ

CONTACTING US

HOW DO I CONTACT CUSTOMER CARE? 

  • Please feel free to contact us via u.mizfit@gmail.com or fill in our Contact Form we aim to respond within 24hours.

 

  • You may wish to contact us through our Facebook page and will generally reply within 24 hours

 

  • We do not have a customer service phone number

 

For a faster response contact us on our live chat through our website (available from 9am to 4pm Monday to Friday).


PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Credit Cards, Debit Cards and Paypal


IS IT SAFE TO PAY WITH MY CREDIT CARD?

We use the most secure and safest payment gateway in the industry in eWay and PayPal to process all credit card payments made here at Urban Mizfit. Our shopping cart is PCI Compliant and 128-bit SSL certified. It has the same level of encryption as the large banks.  SSL keeps your information secure at all times. 

 

 

ORDERING

WILL I RECEIVE A CONFIRMATION EMAIL AFTER I PLACE AN ORDER? 

After placing your order with Urban Mizfit, you will receive a confirmation email. If you do not receive a confirmation email, first please check your spam folder before contacting our team via the customer service email Urban Mizfit


WILL I RECEIVE A NOTIFICATION EMAIL ONCE MY ORDER HAS BEEN SHIPPED?
Yes, you will receive an email notifying you that your order has been shipped.

I JUSTED PLACED AN ORDER WHEN WILL IT BE SHIPPED?
We require 1-2 business days to process your order. 
Orders processed before 2pm Monday to Thursday will be posted out the same day. Orders placed after 2pm will be sent out the following day. 
Orders placed on Friday's after 2pm will be sent out on the following Monday.


I JUST PLACED MY ORDER. CAN I ADD ANOTHER ITEM TO IT?
Unfortunately we cannot add items to an existing order. A separate order must be placed. 


WHAT IF A PRODUCT I WANT IS SOLD OUT?
When a product is sold out fill in the notify me section on the product page. Be sure to select your size. If we receive a high volume of requests we will try our best to restock the item as quickly as possible, Some items may be re-ordered so head to our pre-order  section to see if this option is available for the item you desire. 

I JUST PLACED AN ORDER BUT I WANT TO CANCEL IT?
We can cancel your order and issue you with an online credit note only. Unfortunately once you have placed your order it cannot be refunded. The only exception is a double up of the same order in which case one of your orders can be refunded.  Please contact us at Urban Mizfit to rectify such issues.

 

WHAT IS A PRE-ORDER?
A pre-order is when an item is currently out of stock but we have made a special order from the manufacturer already and we can expect it to come into stock within a certain timeframe. Once we receive the stock we will send the item(s) out to you as soon as possible. Available items ordered together with PRE-ORDERED stock will be sent out together when pre-ordered stock is available.

WHAT DOES UNFULFILLED & FULFILLED MEAN?
When your order is still being processed the status will be 'Unfulfilled'. When your order has been posted the status will show 'Fulfilled'.

I ENTERED A DISCOUNT CODE AND IT DIDN'T WORK
The discount code may be expired or you did not click the APPLY button next to where you entered the code. Once your order has been placed we cannot apply the discount code to your processed order. 



SHIPPING AND TRACKING

CAN I CHANGE MY SHIPPING DETAILS ON MY ORDER AFTER IT HAS BEEN PLACED?
If you need to change your shipping details on your order, please email immediately. We are generally able to change your order unless it has already been shipped.

DO YOU SEND TO PO BOXES?
Yes we can post to PO Boxes in Australia and New Zealand only. Unfortunately we cannot post to PO Boxes to all other countries.

WHEN WILL MY ORDER BE SHIPPED?
Orders with available stock are shipped within 1-2 days of payment. Orders that contain pre-ordered items are shipped once the pre-ordered merchandise has arrived in our office.  You will receive a notification email of the stocks arrival.  However we recommend placing a separate order for available items and pre-ordered items. Orders are not shipped on the weekends or holidays.

CAN I TRACK MY ORDER?
Yes! Australian customers can track your order via Australia Post and international customers via DHL. You can also check your order confirmation for tracking details.

MY ITEMS HAVEN'T ARRIVED YET. WHAT DO I DO?
If you have not received your order within:
QLD/NSW/VIC/SA/ACT Regular post 7 working days/ Express post 1-2 business days.
TAS/NT/WA Regular post 10 working days/ Express post 2-3 business days.
International orders 10 working days. 
Please email us Urban Mizfit immediately.


RETURN AND EXCHANGES

CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE OR LAST PIECES? 
Unfortunately, all final sale and last piece items cannot be returned or exchanged.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN? 
Returns are generally processed within 5 business days of receiving your return. Please wait until we contact you of confirmation.


DO I NEED TO USE MY STORE CREDIT IN ONE TRANSACTION?
No, you do not need to use your Urban Mizfit credit in one transaction. If you do not use the total amount, your credit balance will update and you can use the remaining balance at a later date.


HOW LONG IS MY STORE CREDIT VALID FOR?
Your Urban Mizfit store credit does not have an expiry date.

I AM AN INTERNATIONAL CUSTOMER, CAN I RETURN ITEMS?
Yes you can return your items for a online credit note only. Unfortunately you cannot exchange for other items unless you are willing to cover all postage costs please contact us at Urban Mizfit with your request. 

 

OTHER

DO YOU HAVE A STORE LOCATION?
We are an online store only.