FAQs

📦 When will my order ship?

Local Stock (Auckland & Tauranga Warehouses)

  • North Island: 1–2 business days
  • South Island: 2–3 business days

Orders placed before 2PM (Monday–Friday) are usually dispatched the same day with full tracking provided.

Overseas Fulfilment

  • Nationwide: 7–15 business days
  • Items may arrive in separate shipments.
  • Estimated delivery time will be shown at checkout based on your location and item type.

Estimated delivery times are clearly shown at checkout based on your location and the product type.

🔁 Can I return my order?

Yes — we offer 30-day hassle-free returns.

If your item is damaged, not as expected, or you simply changed your mind, you’re eligible for a refund.

Return Conditions:

  • Item must be unused and in original packaging
  • Return shipping is covered by the customer
  • Include your order number and name inside the parcel

Returns can only be processed once the item is delivered.

❌ Can I cancel my order?

Yes — as long as your order hasn’t shipped yet, you can cancel it with no penalty.

If your order has already been dispatched, you’ll need to wait for delivery and then start a return under our standard policy.

📬 I entered the wrong address — what now?

Mistakes happen — but timing is everything.

If you've entered the wrong address, reply to your order confirmation email immediately or email us at info@urbancaps.co.nz within 24 hours.

We’ll do our best to correct it before dispatch.
Unfortunately, we can’t issue refunds for incorrect address submissions reported after 24 hours.

🚚 How long does delivery take?

Local Stock:

  • North Island: 1–2 business days
  • South Island: 2–3 business days
  • International Fulfilment:
  • All NZ regions: 7–12 business days

Some orders may arrive in multiple shipments.
Tracking is provided for every order — from packing to delivery.

💳 What payment options do you offer?

We accept the following secure payment methods:

  • Visa, Mastercard, American Express
  • Apple Pay & Google Pay
  • Afterpay
  • Shop Pay

All transactions are encrypted and processed through secure checkout technology.

🌏 Where do your products ship from?

We ship from both:

  • Local warehouses in Auckland & Tauranga
  • International fulfilment partners for select product lines

Shipping origin and estimated delivery times are always shown at checkout.

🏪 Do you have a retail store?

No — Urban Caps is exclusively online, allowing us to deliver:

  • Better pricing
  • Faster service
  • A broader range of premium headwear

We're proudly NZ-owned and operated, based in Tauranga.

📩 I didn’t receive an order confirmation. What should I do?

First, check your spam or promotions folder.

If it’s not there, contact us at info@urbancaps.co.nz with your name, email, and what you ordered — we’ll resend it right away.

❓Still need help?

We’re here for you — before and after your purchase.

📧 Email: info@urbancaps.co.nz
Live Chat: 9am–5pm
Live Chat: Real answers. No scripts. No nonsense.

For faster service, please include your order number and a brief description of your query.