FAQ

How can I track my order?

Once orders are dispatched, you will receive a shipping email with all the tracking details. Please get in touch via the ‘Contact Us’ page if you require further assistance.

Can I make changes to my order once processed?

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

How do I return my order if something is wrong?

You can request a return by logging into your account via our website. Go to ‘My Returns’ and select ‘Request Return’ to notify us of your return. If you checked out as a guest you can do this via the link included in our ‘Returns’ page.

Can I get a refund if I return my order?

No. We only offer exchanges or store credit on returned items.

We will offer a full refund if the item you have received is faulty.

Do I pay for postage if I return my order?

Yes. The goods are your responsibility until they reach our office. We do include a link where you can pay and print for your shipping label once your Return request has been approved.

Am I eligible for free express delivery on orders over $100 if I am a NZ or international customer?

Unfortunately, Free express shipping for orders over $100 is only available for Australian customers.

How long do I have to use my store credit?

Credits are valid for 12 months from issue date. If this is not used, you will forfeit the credit amount.

How do I apply my store credit to my order?

Your credit should be available for you to apply automatically at the checkout screen, you will need to ensure that you tick the ‘Use Store Credit’ option. Please ensure you are logged into your account to retrieve your credit. If you fail to use this in an order, we are unable to refund you the credit.

Do you have a shop?

No, PROXY URBAN is an online business only. We do offer styling sessions in our private styling suite.

Do you have an extra question up your sleeve that we haven’t answered? Don’t hesitate to get in touch via the Contact Us page where one of our customer service team members will endeavour to assist you within 3 – 5 business days.