Shipping policy
Shipping and returns
We ship Australia-wide for our merch and accessories products only, through Starshipit courier services.
For our fresh flowers, event packages, and flower delivery services, we ship throughout most Inner Melbourne Suburbs.
We ship to the following suburbs:
1. Flemington - 3031
2. Kensington - 3031
3. North Melbourne - 3051
4. Parkville - 3052
5. Carlton North - 3054
6. Carlton - 3053
7. West Melbourne - 3003
8. Melbourne - 3000
9. East Melbourne - 3002
10. Docklands - 3008
11. South Wharf - 3005
12. Southbank - 3006
13. Port Melbourne - 3207
14. South Yarra - 3141
Returns, Refunds, and Exchanges
Returnable items: Merchandise Only
We have a 30-day return policy for non-fresh flower products (i.e. merchandise), which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please contact us at hello@urbanantidote.com.au before you return the item and we will provide you with a return address to send the item to.
Costs of return shipping are covered by the customer at your local post office and will vary dependent on weight. All returning parcels must include your order and contact details so we can contact you when it arrives!
Urban Antidote is not liable for any lost parcels containing returns. Please ensure you return your item to us via a tracked shipping option so you can track its progress. Once your return has been delivered, please allow up to 5 business days for the returns team to process your request.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items: Fresh Flowers, Gift Cards
Urban Antidote adheres to the guidelines set forth by Australian Consumer Protection legislation when handling returns and processing refunds. It's important to note that the products available on this website consist of perishable, natural items, particularly flowers, whose lifespan can vary depending on the species. As a result, some flower varieties may outlast others.
Given that flowers are products of nature, their availability is subject to seasonal fluctuations and market conditions. Consequently, it's essential to understand that the actual goods received may differ from the images displayed on www.urbanantidote.com.au. By accepting these terms and conditions, you acknowledge the potential discrepancies between the images and the products you receive.
Refunds: The availability of flowers is influenced by seasonal and market factors. This means that not all items produced will precisely match the images showcased on www.urbanantidote.com.au. By agreeing to these terms and conditions, you acknowledge the possibility of substantial differences between the images and the actual products. Freshly cut flowers typically have a lifespan of 2 to 7 days, depending on various factors, including the flower variety, environmental conditions, and care practices.
Flower Care: To prolong the longevity of your floral arrangements, consider the following key points: Trim the stems at an angle and place them in fresh water. Change the water and retrim the stems every two days. Keep your flowers away from direct sunlight and warm areas. Avoid drafty locations and excessive air conditioning.
Need Help: If you believe that your flowers haven't lasted for at least 2 days, please reach out to our team at 0414902447 or via email at hello@urbanantidote.com.au. This contact will help us assess the quality of the product, and we may request the return of the original flowers for examination. Please note that we cannot arrange a redelivery of replacement flowers if the original flowers have been disposed of or if images of them are unavailable.
Urban Antidote retains the right to request photographs of the floral arrangements, and any dissatisfaction must be reported within 24 hours of the delivery.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@urbanantidote.com.au.
