Customer Service

Legal Notice - Returns & Refunds

Please review the following terms and conditions that govern your use of the Up There online store. Please note that your use of our site constitutes your agreement to follow and be bound by these terms. Since we may revise these terms at any time, you should visit this page often to review the terms of use.

All product photography is taken in-house, by employees of Up There and we make every effort to represent as accurately as possible the colours, styles and fits of our products. Please note, the particular technical specifications and settings of your computer and its display could affect the accuracy of its display of the colours of products shown on our site.

Unless otherwise noted, all materials, including images, photographs and written and other materials that are part of this site (collectively, the “Contents”) are copyrights and/or other intellectual property owned, controlled or licensed by Up There. The site as a whole is protected by copyright and all worldwide rights, titles and interests in and to which are owned by Up There.

Delivery

Payments

Products

Your Order

Returns

Which courier do you use for deliveries?
We use AusPost to send all of our Australian orders. You will have Express and Regular Mail options at checkout. UPS & TNT are used to send all International orders. The most economical method will be chosen. Up There reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
How long does delivery take?
AusPost Express orders placed before 9am – 1–3 business days*
AusPost Standard Mail order placed before 9am – 4-5 business days*
AusPost orders to Western Australia may be subject to delays. Please contact us at online@uptherestore.com
International orders - generally between 2–5 working days**
*next day delivery is not guaranteed during sale periods or other such busy times.
**International delivery times may vary, particularly if shipments are subject to customs and duty procedures beyond our control.
How much is delivery?
Exact delivery quotes for all orders both local and international will be calculated in the checkout screen.
Can I track my item?
Yes, you will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number.
Please visit:
http://www.ups.com/tracking/tracking.html for International orders shipped by UPS.
http://www.tnt.com/express/en_au/site/home.html for International orders shipped by TNT.
http://auspost.com.au/ for all orders shipped by AusPost.
Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 6pm (AEST) Monday to Friday. For orders placed after 9am on Friday, your order will not be trackable until it has been collected from us the following Monday.
How do I know if my item has been dispatched?
You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.
What if I'm not home when it's delivered?
If an international shipment cannot be delivered a card will be left and the courier will attempt re-delivery the following working day. If delivery is still unsuccessful a card will be left and the parcel returned to the depot, from here collection or re-delivery can be arranged. Should this fail the parcel will be returned to Up There and we will contact you directly.
Should AusPost not be able to obtain a signature at your address they will return your parcel to the nearest depot. They will leave a card detailing how to proceed with collection. They will usually hold your item for collection up to 5 business days before returning your parcel to Up There.
For further information please contact our customer service team via email (online@uptherestore.com), or phone on +61 3 9670 6225.
Can someone else sign for my delivery?
Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
Can I change the delivery address?
For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.
If you have made a mistake with your delivery details please contact us immediately and we will try to amend them.
Orders placed over the telephone must be shipped to the billing address.
If the order has already left our warehouse, then the delivery address cannot be changed.
Do you deliver to BFPO addresses?
We can ship to military addresses. Please ensure you contact us on online@uptherestore.com.
Do you deliver to PO Box addresses?
Yes, for all deliveries around Australia.
No, for international order as our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.
Do you deliver to my country?
We deliver to almost all countries worldwide. Please refer to our checkout for further information.
Do I have to pay Customs & import charges if I live outside of Australia?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
The customs department of my country have asked me for further information. What do I do?
Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as swiftly as possible.
Shipments to Russia.
Due to new regulations on shipments going to Russia you must provide both an email address and mobile telephone number when placing your order. We can also only send package to Company addresses, not individual residences. Once your order has been shipped you will be contacted by a clearance broker on behalf of our courier TNT who will begin the clearance process. For shipments to residential addresses, please choose the EMS shipping option.
Please feel free to contact our Customer Service team should you have any queries regarding shipments to Russia.

Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
Which credit cards do you accept?
We currently accept the following credit cards on uptherestore.com, in our retail stores and on telephone orders - Mastercard, VISA, American Express, Visa Debit.
What currencies can I use?
You can view The Up There Store Website in your desired currency by selecting it from the currency dropbox located at the bottom centre of our homepage.
We only accept payments in Australian Dollars at checkout, however upon selection of the preferred currency we will, at this point, provide you with an approximate conversion.
*Please note your transaction will be subject to the Current Currency Conversion, which fluctuates daily, and your bank may charge you an International Transaction Fee.
Do you accept gift vouchers?
We accept valid Up There Store ONLINE GIFT CODES in our webstore.
Can I use a different payment method?
Yes, you can use Store Credit and PayPal. We do not accept cheque or store cards. If wishing to use a store credit, please contact us before placing your order on online@uptherestore.com.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
Are all your products genuine?
Yes, we are licensed stockists for all of our products. They are 100% authentic.
Do you have more sizes available?
With products selling very quickly online and in-store we cannot always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a size is not shown on a new item, please email, or call our web team on +61 3 9670 6225, they will be happy to help.
Will you be getting more stock?
We do our best to get re stock in popular items however, due to the limited or handmade and made to order nature of some of the products we stock, this is not always possible. Furthermore, we like to offer new product regularly which means we don't tend to re-stock a lot of our items.
We do not currently have the facility to let you know if or when an item is due back in stock.
If you would like to ask about a product, size or colour that is not shown, please email or call our customer service team on +61 3 9670 6225 or email online@uptherestore.com.
What is a pre-order?
We offer our customers the chance to purchase certain limited styles prior to release. Payment is taken at the time the order is placed and guarantees the goods will be shipped immediately once the product arrives into stock.
Due to the nature of some of these releases we cannot always confirm when the goods will arrive into stock, however, we will endeavour to keep you updated on the progress of your order.
Can I get more information on a product?
We do try to give you as much information as possible on all of our products, however, if you require any additional information then please email, or call our customer service team on +61 3 9670 6225, they will try to provide you with all the information you require.
Do you price match?
We do our best to offer you great product at competitive prices, however, should a Australian online competitor be offering a like for like product at a cheaper price we will be happy to match their price. We can not guarantee price match on product being sold on websites outside of Australia as our pricing structure must accommodate customs, excise and importation costs.
Please contact our Customer Service team via email, or phone on +61 3 9670 6225 for more information.
My product doesn't have tags?
At times to give our customers the best description of our products tags must be removed for visuals in our online store and blog. This doesn't harm the product in any way or deviate from its authenticity. When possible tags will be placed back on the item, however sometimes this is not possible.
If you have any issues, please contact our Customer Service team via email, or phone on +61 3 9670 6225 for more information.
My product seems as though it has been tried on?
First and foremost Up There and Lower Grounds are physical stores. we have customers who come in and try our clothes and footwear for size, fit, and style. This doesn't mean the product has worn by any means, but simply tried on.
If you have any issues, please contact our Customer Service team via email, or phone on +61 3 9670 6225 for more information.
I'm new, how do I order?
At Up There we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us. This process is very simple and will ensure you can quickly and safely make orders. Once you have created your account you can browse the site; either using the categories or departments listed down the side, our search function, or by looking at our most recently added products. Select your size, and add the item to your cart.
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Alternatively, you can contact a member of our customer service team on +61 3 9670 6225 to place a telephone order.
Do you offer a GST discount to non Australian customers?
Customer's ordering from outside Australia will receive a 10% GST discount on their order. This is applied at checkout once your delivery details are complete. To work out the price with the GST discount applied, divide the displayed price by 1.1. Simply reducing the price by 10% does not apply as the discount is only applicable to the GST inclusive amount.
How do I check if an item is in stock?
If an item is available to order online then this means the item is in stock. However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock. If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on +61 3 9670 6225.
How do I know if my order was successful?
You will receive an automated email to confirm your order has been received, and is being processed. This means the payment was successful. You will not receive an order confirmation if your payment method has failed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
Where is my order?
If your order has not arrived when you were expecting it then please check the following:
Check you have received a dispatch confirmation email.
Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.
Check within MY ACCOUNT. Is your delivery address correct? Are your contact details up to date?
Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.
Check no one else residing at your address has taken receipt of your parcel.
If you still can't locate your parcel then please do not hesitate to contact our customer service team via email or phone on +61 3 9670 6225 with your order number to hand. We will endeavour to find your parcel straight away.
All of our shipments are insured to the necessary value so should it not be found we will arrange a replacement or refund for you.
Part of my order is missing/incorrect?
If an item is missing from your order please contact our customer services team via email or phone with your order number and the name of the missing item. We will do our best to resolve this issue as quickly as we can.
From time to time mistakes do happen, however, we will do our best to rectify any errors we have made. Please contact our Customer Service team via email or phone on +61 3 9670 6225 and we will rectify any mistakes as quickly as we can.
What is your online returns policy?
If you are not fully happy with the goods you have received, you can return them to us within 5 business days of purchase, providing the item/items are in resalable condition. Meaning they are unused and include original invoice, tags and packaging.
Once returned you will be entitled to receive an exchange for a different item, provided it is available, or a store credit. The exchange will not include the cost of the original postage and packaging, or any customs charges that you may have incurred.
We do not accept returns on items that appear to have been worn, washed, or are not in original condition.
We do not offer exchanges or store credits of any kind on discounted/sale items.
Make sure all returned items are well packaged, as we are not responsibility for items damaged or lost in the return transit.
Please ensure all return packages are sent with a track able, insured service, as we are not responsibility for items damaged or lost in the return transit.
How do I return an item?
Prior to any return please ensure you contact Up There Store at online@uptherestore.com to make us aware of your intent to return and state the reason for the return. Orders returned without an authorisation will not be recognised and will be marked return to sender.
Please contact online@uptherestore.com about any return enquiry questions.
Please fill in the following form downloadable here and send it to us via email to online@uptherestore.com, please also include a hard copy in your return package.
Any returns without the completed paperwork will not be accepted and marked ‘return to sender’.
Can you confirm you have received my return?
We aim to process returns within 2 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email at online@uptherestore.com, or phone on +61 3 9670 6225.
How long will it be before I get an exchange?
We aim to process returns within 2 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 5 business days.
The overall expected time for an exchange can be up to 7 days upon receipt of the item.
Who pays for return postage?
We do not pay for return postage on any exchanges. The return shipping fee will be added to the balance of your order, or invoiced separately.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Where can I download the return form?
After emailing us, please follow the link here to download the return form.