FAQ

We provide a detailed size guide on our product pages. Please refer to the guide to find the best size for you. If you have any specific sizing questions, feel free to contact us for assistance.

Each product page includes information about the materials used. If you need more details about a specific item, please check the product description or contact our customer care team.

Once your order has been dispatched, you will receive a shipping email with all the tracking details. If you need further assistance, please reach out via our ‘Contact Us’ page.

Unfortunately, once an order has been processed online, we are unable to make changes or cancel it. This policy also applies to Pre-Orders.

To request a return, log into your account on our website, go to ‘My Returns,’ and select ‘Request Return.’ If you checked out as a guest, use the link provided on our ‘Returns’ page.

We offer exchanges or store credit on returned items. A full refund will be issued only if the item received is faulty.

Yes, you are responsible for the cost of returning items until they reach our office. Once your return request is approved, a link will be provided for you to pay and print your shipping label.

Free express shipping for orders over $100 is available only for Australian customers. Unfortunately, this offer does not extend to NZ or international customers.

Store credits are valid for 12 months from the issue date. After this period, the credit will expire, and the amount will be forfeited.

Store credit should automatically apply at checkout if you are logged into your account. Make sure to tick the ‘Use Store Credit’ option. If you do not use the credit during checkout, we are unable to refund it after the order is placed.

We accept Visa, MasterCard, PayPal, and Afterpay. Unfortunately, we do not offer AMEX at this time.

Place an Order: Earn 5 points for every $1 spent on purchases made through Proxy Urban.

Points are earned based on the total purchase value before shipping and taxes.

100 points = $1: Accumulate your points and redeem them at checkout. For every 100 points earned, you receive a $1 discount on your next order.

Refer a Friend: When you refer a friend to Proxy Urban, you and your friend both receive a reward.

• Referring Customer: Earn $6 when your referred friend places their first order.
• Referred Friend: Receives $6 off their first order.
• There is no limit to the number of friends you can refer, and rewards are credited as soon as your friend completes their first purchase.

Points cannot be transferred between accounts or redeemed for cash.

Proxy Urban reserves the right to adjust the terms and conditions of the Rewards Program at any time.

Rewards are non-refundable and will be deducted if an order is canceled or returned.