FAQs

Here’s everything you need to know before you shop.

Q: When will my order be shipped?

A: Orders are processed within 1–3 business days (excluding weekends and public holidays). Once your order ships, you’ll receive a confirmation email with tracking details.

Q: How do I know what size to order?

A: Each product has a size guide linked on the product page. Check measurements before ordering to find your perfect fit.

Q: Will sold-out items be restocked?

A: Our capsules are exclusive drops - so grab what you love while its available.

Q: Are your products unisex?

A: Yes! Our tees, hoodies, and hats are designed to be worn comfortably by anyone. Refer to our Sizing Charts for fit details.

Q: Where do you ship to?

A: We currently ship to Australia and New Zealand. We are launching world wide shipping soon.

Q: How long does shipping take?

A: Estimated delivery times after dispatch:

Australia: 3–7 business days

New Zealand: 5–10 business days

Q: How much does shipping cost?

A: Shipping rates are calculated based on location:

Australia: $9.95 flat rate or free shipping on orders over $180

New Zealand: $25 flat rate

Q: Will I need to pay customs or import fees?

A: International customers may be charged customs duties or taxes by their country. These are not included in the product price or shipping fee.

Q: What is your returns policy?

A: You can return eligible items within 30 days for a refund, store credit, or exchange. Sale items are final. See our Returns & Refunds page for details.

Q: Can I exchange for a different size?

A: Yes! Please follow the steps on our Returns & Refunds page and we’ll help you swap sizes.

Q: Do you offer refunds on sale items?

A: Sale items are final sale and cannot be refunded.

Q: What does “Culture Thru Cotton” mean?

A: Our brand carries Samoan culture, history, and roots into everyday wear. Each piece is designed to educate, represent, and empower.

Q: How can I contact Urban Uso?

A: You can reach us at talofa@urbanuso.com. We’ll get back to you as quickly as possible.

Q: I entered the wrong address — what should I do?

A: Contact us immediately at talofa@urbanuso.com. We’ll do our best to update your shipping details before your order is dispatched.