Please contact us by using the contacts page or email us at urbanandearth@hotmail.com

All orders are processed and shipped within 1 to 3 business days. If there is an issue with the processing or dispatch of your order we will contact you within 2 business days.

We do NOT charge a shipping fee. All orders are shipped free with tracking via Australia post.

We send our products Australia wide via Australia post. At this point in time we do NOT ship Internationally.

Please check with Australia Post for the estimated delivery time frame. All orders are posted from Tasmania to your destination. If your order hasn’t arrived after estimated delivery time please contact us. Our orders are sent with tracking.

FOR ONLINE PURCHASE AND IN PERSON PURCHASE (e.g. markets/pop ups) Urban and Earth accept refunds and returns of faulty goods. You must contact us within 14 days of delivery of the item. If item is faulty or damaged on arrival please send us pictures and include a detailed description of the issue. All goods must be in original clean, unused, unworn condition with original tags still attached, have the original invoice included and be returned to us within 30 days of delivery. Shipping for refunds and returns is at buyers expense. We advise to send any returns via Australia Post using tracking. Please ensure you contact us before returning any items. We do not accept returns on Sale items for change of mind, incorrect size or colour purchased etc. and can not swap sale items for a different item. Nor on worn or used items or items returned dirty from dust, dirt, fluff, hair including pet hair, cosmetics or deodorants etc. Please keep items clean if you wish to return them. We do not accept returns for change of mind, on jewellery, swimwear, lingerie.  Refunds due to faulty items or manufacturing faults will be refunded back to the account used to purchase items or in the form of an online store credit to be used at Urban and Earth online ONLY if customer chooses. All other approved refunds will be in the form of an online store credit.  

FOR CANDLES OR MELTS PURCHASE Please contact us immediately if item arrives broken or damaged and include pictures, or if there are faults with the candle or melts when in use. Items will need to be returned for inspection so please do not throw any pieces out. Shipping for refunds and returns is at buyers expense. It is advised to use tracking when returning goods. We do not refund change of mind for candles or melts.

FOR LIFE LOCKETS PURCHASE For any issues with a life locket item please go to the website www.lifelockets.com.au/tennillepointon and make contact via there. Please read the refunds and returns policy on the Life Lockets website.

By either hovering over the ‘About’ tab at the top of the page and selecting the Contact page or by sending us an email to urbanandearth@hotmail.com. 

Treat the gift voucher like cash. It will not be replaced if lost or stolen. Online gift vouchers are redeemable online at www.urbanandearth.com.au ONLY. Original unique one use code must be presented online for redemption of certificate. Can NOT be returned, refunded or redeemed for cash. Cash will not be given for any unused balance. Online gift vouchers will be emailed within 24 hours of purchase. If not received within this time frame please contact Urban and Earth or if you have any questions please email urbanandearth@hotmail.com.