Frequently Asked Questions


How do I know if my order has been processed?

After placing your order, please log into your email account to find a message from Urban Collective Footwear. This email will serve as confirmation that we have successfully received your order and are now processing it for dispatch. It will provide you with the date of your purchase, details of the shoes you have bought, and an order number to keep track of your order. Please allow a few minutes for the email to arrive in your inbox.

Where is my order?

Upon confirmation, your order will be processed and delivered within 1-5 business days. You can always track the status of your order through your Urban Collective Footwear account.

Can I change or cancel my order?

If you wish to modify or cancel your order, kindly reach out to our customer care team prior to 2PM on the same business day of placing your order. You can contact us by filling out our contact form or sending an email to In case you placed your order outside of our regular business hours, we kindly request you to get in touch with us first thing on the following business day. We will do our utmost to make any necessary changes to your order before it is sent out for delivery if possible.

Our business hours are from 8.30AM to 5PM, Monday to Friday AEST. Orders placed before 2PM will be processed on the same business day.

How do I make a return?

If you wish to return your order, you can easily do so by visiting our Online Returns page and following the steps outlined there.

Where is my return?

Upon mailing your return to us, we will promptly notify you via email once it has been received. We will make the appropriate arrangements for your refund or requested exchanges. Refunds will be processed within 14 days from the date we receive the goods. Please be aware that any potential delays due to processing or issues with PayPal are not factored into this time frame.


Are the colours of the shoes accurate?

We strive to provide you with images that accurately depict the shoes. While our online color palette is very similar to the actual shoes, please be aware that there might be slight variations in color due to monitor settings and internet browsers.

Which size should I get?

If you need assistance with international sizing, please refer to our size chart on each product page. Please keep in mind that these charts are just a guide and sizes may vary between different styles.

You can also refer to our Size Guide.

How should I clean and look after my shoes?

Just like your favourite leather jacket, our shoes are designed and made to age effortlessly, wear after wear, requiring little attention. Creams and waxes can be used to maintain your shoes’ original suppleness. Please test on a discrete area first to ensure you’re happy with the result.


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Why can't I add items to my shopping cart?

If you're experiencing difficulties adding items to your shopping cart, it's likely due to disabled 'cookies' in your web browser. These cookies are small files that keep track of your interactions on our website, such as past purchases and items in your shopping bag. To enable online orders, modify the cookie settings in your web browser.

I saw a product that I wanted on your site, but it is not available anymore.

Our products are popular and often sell out fast, but don't worry! We do restock select styles on occasion. Keep our website bookmarked to stay informed.

The shoes that I ordered last week just went on sale!

Keep in mind that item prices are subject to change. Please note that we don't offer price protection, so we are not able to refund the price difference if an item is discounted later.


What payment methods are available?

Customers can pay using a credit card, Afterpay, or Zip pay. For credit card transactions, Urban Collective Footwear uses Shopify Payments' secure gateway for real-time processing without access to customers' full card details.

Our online credit card payment service, managed by Shopify Payments, assures the safety of your transaction. Operating worldwide, we manage payments for countless merchants, delivering a secure and trustworthy experience.

How safe is it to order online from Urban Collective Footwear?

Protecting your personal and order information is a top priority for us at Urban Collective Footwear. We strive to provide a secure transaction environment through our eCommerce system, Shopify. Utilising the latest Secure Sockets Technology (SSL), we ensure that your information is always safe and secure. SSL is an industry standard widely used by major eCommerce sites, encrypting your details and preventing unauthorized access. Rest assured, we do not store any payment details in our database.