To update your account information, please contact our Customer Care team at (02) 9531 1244 or email info@urbanrituelle.com.au. We're happy to assist you with any changes.

Make sure your orders arrive on time this festive season. Please check the cut-off dates below for pre-Christmas delivery:

NSW, ACT, VIC, QLD, SA:

• Standard Shipping: Order by 18 December
• Express Shipping: Order by 20 December

NT, WA, TAS:

• Standard Shipping: Order by 16 December
• Express Shipping: Order by 18 December

Our office & warehouse will be closed from 5pm Monday, 23 December, and we will reopen at 9am Wednesday, 8 January 2025.

Thank you for your support this year. We wish you a wonderful, safe, and happy Christmas season!

Once logged into your wholesale account, browse our product range and add items to your cart. After selecting the quantities you need, proceed to checkout. No payment will be taken at this stage. Once your order is processed, freight will be added, and:

• For prepaid accounts, an invoice (including freight) will be emailed for payment.
• For 30-day accounts, your order will be shipped automatically.

Yes, the minimum for your first order is $500 (ex GST & freight). For all subsequent orders, the minimum is $350 (ex GST & freight).

No, you can also place your order via phone or email by contacting your state’s sales agent or our Customer Care team at Head Office.

We accept the following payment options:

• Visa and MasterCard (no surcharge)
• AMEX (1.5% surcharge)
• Direct deposit – bank details are provided on your invoice.

Credit terms may be applied for after three (3) proforma invoices. Approval is required, with terms set at 30 days from the invoice date. To apply, please emailaccounts@urbanrituelle.com.auor contact your local sales agent. Approval typically takes 5 business days once all necessary information is received.

If your order hasn’t been processed for shipment, you can modify or cancel it. Please contact us immediately at (02) 9531 1244. Once an order has been shipped, no changes or cancellations can be made.

Yes, we offer testers at a 40% discount off wholesale prices to support your sales. You may order one tester per 6 items purchased. Candles and reed diffuser testers are supplied in our black and white tester boxes, while other testers are unboxed. Testers can be added to your cart once the pack quantity is ordered. For further inquiries, please contact us at (02) 9531 1244 or email info@urbanrituelle.com.au.

1. Browse our website and select the product(s) you're interested in.
2. Click on the product image to go to the product page.
3. Click the ‘ADD TO CART’ button.
4. A pop-up will appear with the option to ‘Add a Tester.’• If you'd like a tester click ‘ADD TO CART’ and 1 tester will be added to your cart.
   • If you don’t need a tester click ‘NO THANKS.’
5. If you choose to add a tester, it will be added to your cart at a 40% discount off the wholesale price.
6. You can select only 1 tester per product per order. If you require more than one tester, please contact your sales agent or our Customer Care team for assistance.
7. If you experience any issues adding testers to your order, please call our friendly team or include your request in the comments at checkout.

Yes, additional testers can be arranged if needed. If you require a tester without ordering a full pack quantity, or if you’ve ordered 12 items and would like 2 testers, please contact our friendly team. We understand that more testers may sometimes be necessary, so feel free to call or email us and we’ll be happy to assist.  

Yes, we can provide samples of our fragrances and products. Samples are charged at the wholesale unit price plus shipping. To request samples, please contact us at (02) 9531 1244 or emailinfo@urbanrituelle.com.au.

We aim to have all orders processed and shipped within 2 to 4 business days after receipt of order. For prepaid accounts, orders will be ready for shipping within 2 to 4 business days after payment is received.

Freight costs depend on your location and the size of your order. Freight will be calculated after your order is placed and added to your invoice prior to shipping.

Yes, you can collect your order from our warehouse in Caringbah, NSW. Simply select "Click & Collect" at checkout or notify us by phone or email. You’ll receive an email when your order is ready for pickup.

We ship wholesale orders via Direct Freight Express.

Once your order is shipped, you'll receive an email from Direct Freight with your tracking details.

If there’s an issue with your delivery, such as a missing carton or product, please contact our Customer Care team immediately at (02) 9531 1244 or info@urbanrituelle.com.au.
At Urban Rituelle, we follow a meticulous process to ensure orders are packed and shipped accurately. If discrepancies arise, we’re here to help.

Important: Please check all boxes against your delivery note before signing for the consignment. If any boxes are missing, do not sign until you have informed the courier.

We accept returns for damaged or defective items. Please inspect your order upon receipt and notify us immediately if there are any issues. For damaged or faulty products, we kindly request a photograph of the item to document and process the return.
Returns for other reasons may be accepted at our discretion and could incur a restocking fee. Please contact our Customer Care team for assistance with returns.

Most products are supplied in product pack sizes of 6 units. Gift packs and hampers are typically sold in packs of 3 or 4. Pack size details are available on the order form and on individual product pages on the website.

Yes, you’re welcome to use our product images for marketing. You can find images on individual product pages—just right-click to download and save them. For access to our full library of product and lifestyle images, contact our Customer Care team.

Yes, we provide bespoke services for products, hampers, and corporate gifting. Whether you need customised items or tailored gift sets, we’ll work with you to create something unique. Contact us to discuss your specific needs, and we’ll be happy to provide a personalised quote.

You can easily reach our Customer Care team by phone at (02) 9531 1244 or email info@urbanrituelle.com.au. Our support hours are:

• Monday to Thursday: 9:00 AM – 5:00 PM
• Friday: 9:00 AM – 3:00 PM

We’re here to help with any questions or concerns you may have.

Yes, we have friendly and knowledgeable sales agents across Australia. You can find your local sales agent here:
urbanrituellewholesale.com.au/pages/our-sales-teamOur Customer Care team is always happy to assist and can introduce you to the sales agent in your area. For more information, call us at (02) 9531 1244 or emailinfo@urbanrituelle.com.au.

Absolutely! You can schedule a visit or check availability at their showroom by contacting the sales agent in your area. They’ll be happy to assist and arrange a convenient time to meet.