Shipping policy
Centelon Retail Pty Ltd (“Urban Rain”, “we”, “us”, or “our”) is committed to providing reliable and efficient delivery services for all online orders. This Shipping Policy outlines our delivery methods, timelines, shipping costs, and related conditions for orders placed through our website www.urbanrain.com
1. Delivery Methods, Times, & Shipping Costs
| Delivery option | Time | Costs |
|---|---|---|
| Standard | 2-10 Business Days | $9.99 - $19.99 |
| Express | 2 – 4 Business Days | $14.99 - $27.99 |
We ship from Melbourne using trust carriers primarily Australia Post. Delivery methods, times, and shipping costs are determined based on the carrier’s service network and your delivery address.
For more information visit the carrier's website: If you are unsure what area your postcode falls under, simply enter your full address at checkout and the applicable shipping charge will be displayed.
Please note:
- Delivery times are estimates only and may vary based on your location, weather conditions, or carrier delays beyond our control.
- Remote and regional areas are excluded from the free shipping offer due to higher delivery costs.
2. Handling Time
- Express shipping orders placed by 10AM AEST, Monday to Friday, Monday to Friday (excluding public holidays), will usually ship the same day.
- Shipping orders will generally be dispatched within two (2) business days.
- Orders are only processed and shipped on business days weekends and Victorian public holidays are excluded.
During peak periods such as Black Friday, Cyber Monday, Christmas, Boxing Day, and public holidays, please allow additional processing time. We are based in Victoria and follow the state’s public holiday calendar. If you require urgent delivery, please contact us directly before placing your order to confirm dispatch capability. We always endeavour to process the orders as fast as possible, but the processing times can vary depending on the volumes of orders we are processing at the time.
3. Shipping Costs
- The standard shipping cost varies based on the delivery destination.
- Standard shipping costs:
- Capital Areas: $9.99
- Metro Areas: $14.99
- Remote Areas: $19.99
- We offer free standard shipping for orders over $100.00 being delivered to Capital and Metro areas. Unfortunately, orders shipped to Remote regions are not eligible for free shipping.
Please note:
- Certain bulky or heavy items may be excluded from the standard shipping terms. Such products will be clearly identified on the product page and may incur additional shipping charges, which will be calculated at checkout.
- If you would like to receive your order sooner, you may select Express Shipping and the cost will be calculated at checkout, based on the size and/or weight of your order and the destination.
4. Standard Shipping & Express Shipping
- Standard Shipping - Orders are typically delivered within 2–10 business days to most Australian locations. Rural and remote areas may take an additional 2–4 business days. This delivery time frame is subject to changes depending on current circumstances.
- Express Shipping- If you’d like to receive your order sooner, you can choose Express Shipping at checkout. Orders are generally delivered within 2–4 business days to most locations across Australia. Deliveries to rural or remote areas may take an additional 2–4 business days, depending on your local postal service.
Please note that these delivery timeframes are estimates and may vary due to unforeseen circumstances.
At checkout, Express Shipping will become available once a valid shipping address is entered (if it doesn’t appear, please refresh the page). The final shipping cost will be automatically calculated based on the size, weight, and destination of your order.
Please note:
- Neither Australia Post nor Urban Rain can guarantee specific delivery timeframes. All delivery estimates are based on normal transit conditions, and actual delivery times are subject to Australia Post’s operations.
- We recommend allowing additional time during busy periods, such as Black Friday, Cyber Monday, Christmas, Boxing Day, and public holidays. For more details, please visit the Australia Post website.
5. Tracking your order
- Once your order is processed, you will receive:
- An Order Confirmation Email once your purchase is received.
- A Dispatch Notification containing your tracking number once your parcel has been shipped.
- You can track your order via Shippit or directly through the carrier’s website. Once the parcel is with the carrier, you’ll receive delivery updates via email or SMS.
- We cannot be held responsible for delays or missed deliveries due to carrier errors, incomplete addresses, or customer unavailability at the time of delivery.
- If the parcel is returned to us due to an incorrect or incomplete address or because delivery was attempted but unsuccessful, you will be required to pay an additional delivery fee to have it re-sent.
- Urban Rain will not be responsible for parcels that miss delivery deadlines or are delivered late if the delay results from the courier’s failure to deliver or if the parcel has been returned to the depot.
- If your order is returned to us due to an incorrect or incomplete address, or because delivery was attempted but not successful, you will be required to pay an additional delivery fee for re-shipment. Please ensure that all delivery details are accurate at the time of purchase.
- If you are not available at the time of delivery and the parcel cannot be safely left at your address, it may be redirected to your local post office or depot for collection. It is your responsibility to collect the parcel within the time frame specified by the carrier.
6. Changing or cancelling the order
Once an order has been placed and checkout completed, changes or cancellations are generally not possible.
If you contact us immediately after placing your order, we will do our best to assist — but this cannot be guaranteed.
If we cannot cancel or modify your order in time, you may return the items once received under our Refunds & Returns Policy. Additional shipping costs may apply.
Once you have checked out an order, unfortunately you will be unable to cancel, change, or update the details of that order.
If you notice a mistake immediately after placing your order, you may contact us by phone within a few minutes and we will do our best to assist you; however, we cannot guarantee that changes can be made. Alternatively, you may submit a request via our Contact Us form if phone assistance is not available.
If we are unable to cancel or amend your order, the items will be delivered to the address provided in your confirmation. After receiving your order, you may initiate a return request in accordance with our Refunds & Returns Policy, noting that additional shipping fees may apply.
7. Order delays
You might receive an email from Customer Support regarding delays if:
The billing address does not match the payment method details.
- The shipping address cannot be verified.
- The address is a P.O. box or locked parcel.
- The order was placed after 2:00 PM AEST on a weekday, or on a weekend/public holiday.
- The order is a bulk order that requires additional processing time for shipment.
- The item is out of stock, on backorder, or custom-made.
- There are carrier or weather-related delays.
- You may have ordered custom or personalised items which require additional processing time and will have to be shipped separately from any standard merchandise ordered.
Please note that we will notify you via email if any delay is expected.
8. Delivery Confirmation
Delivery is considered complete once the carrier confirms the parcel has been delivered to the address provided. Proof of delivery provided by the carrier (e.g. tracking status or signature) will serve as sufficient evidence that the parcel has been received.
9. International Shipping
At this stage, Urban Rain does not offer international shipping as a standard service. However, please contact us if you wish to discuss a special international order, and we will do our best to assist.
10. In-Store Pickup
Urban Rain offers In-Store Pickup at selected shop locations. You may collect your order during store trading hours once you receive a confirmation email indicating that your order is ready for collection. You will need to bring:
- A copy of your order confirmation (digital or printed), and
- A valid photo ID matching the name on the order.
11. Lost or Damaged Shipments
- We take utmost care to ensure your order reaches you safely.
- If your order is lost or damaged in transit, please contact us within 7 days of delivery with your order details and photos (if applicable).
- We will work with the carrier to resolve the issue, which may include replacement or refund as per our Refund Policy.
12. Effective dates & Updates
This Shipping Policy is effective as of 24th October 2025.
Urban Rain reserves the right to review, amend, or update this policy at any time to reflect operational changes, carrier service adjustments, or legal obligations. Any updates will take effect immediately upon publication on our website. We encourage customers to review this page periodically to stay informed. Continued use of our website or services following any amendments constitutes your acceptance of the revised policy.
13. Dispute Resolution
- If you are not satisfied with the outcome of a shipping-related issue, please contact our Customer Service Team at support@urbainrain.com with your order details and a description of the issue.
- We aim to acknowledge all concerns within 3 business days and provide a resolution within 10 business days.
- We handle all disputes in accordance with our obligations under the Australian Consumer Law.
- If, after our internal review, you remain dissatisfied, you may escalate your complaint to the relevant consumer protection authority, such as the Australian Competition and Consumer Commission (ACCC) or your state/territory Office of Fair Trading.
14. Contact us:
For questions or concerns about shipping, delivery times, or order tracking, please contact us at: support@urbainrain.com