Urban & French Online Terms & Conditions

Welcome to www.urbanandfrench.nz. This page sets out the terms and conditions under which we sell any of the items listed on our website to you. Please read these terms and conditions carefully before ordering any items from our site.

Acceptance Of Terms And Conditions

Using this website indicates that you accept these terms and conditions together with our Privacy Policy, regardless of whether or not you choose to register with us. If you do not accept these terms and conditions then you should refrain from using this site.

Amendment Of Terms And Conditions

We may amend these terms and conditions for time to time. Amendments will be effective immediately on posting of the amended terms and conditions on this website. It is your responsibility to ensure that you are familiar with the latest terms and conditions. Your continued use of the site and our facilities represents your agreement to be bound by these terms and conditions.

Your Use Of Our Website And Services

At present we only deliver orders to customers in New Zealand and Australia. All statutory consumer rights apply only to customers domiciled in New Zealand at the time of contracting with us.

By ordering from us you warrant that you can form a legally binding contract and that all information you provide to www.urbanandfrench.nz is true and correct.


All prices are in NZD (New Zealand dollars) and include GST.

We make every effort to ensure prices are accurate at the time you place your order. If an error is found we will contact you as soon as possible and offer you the option of confirming your order at the correct price, or cancelling.

We reserve the right to alter pricing at any time, however we will contact you to confirm any price changes (for example in the case of a special order on delayed delivery).


All items are offered for sale subject to availability.

If you see an “Out of Stock” sign on an item then contact us on office@urbanandfrench.com and we will give you an estimated date of our new stock arrival.

If on receipt of your order the item(s) you have ordered are not in stock, we will inform you as soon as possible and give you the option to have them placed on back-order for dispatch when returned to stock or to cancel your order. In this event we will not process your payment until the item(s) are in stock.

Product Descriptions

We make every effort to illustrate and describe our products as best as possible, but this may be limited by the screen settings of your personal monitor screen. If an exact colour match or fitting is vital to you then we recommend that you contact us before you order as we do not accept exchanges or returns for change of mind.

Orders And Payment

We accept payment by credit or debit card (Visa and MasterCard), PayPal or by bank deposit.
Customers have the option to choose their preferred method of payment at the payment stage of checkout.

You warrant that all details you provide to us are true and correct and that you are an authorised user of the credit or debit card used to make your order.

We will not process your order until payment has been received in full.

A GST invoice will be issued with every purchase.

All orders are subject to availability and acceptance by us and we will confirm such acceptance to you by sending you an email that confirms the item has been dispatched.

If you make a mistake with your order you may be able to correct any mistakes made by emailing us prior to your order being processed. If your order has already been processed you will be unable to amend your order. If your order has already been dispatched please return the item to us in accordance with our returns policy.

Online Security And Transmission Of Payment Card Data

We use DPS Payment Express Payment Gateway (DPS) for our online credit and debit card transactions. DPS is a Level 1 Service Provider and is compliant to PCI DSS Version 2.0. 

We do not have access to your full credit or debit card number, as all data is transferred and secured by DPS.

We assume no liability for corruption of any data or information held by us.

Visit www.paymentexpress.com for more information on online credit card payments.


We dispatch to locations within New Zealand within ten working days (not weekends). Delivery costs are included in the advertised price.

Your order will be sent via NZ Post tracked post. On dispatch we will email you the NZ Post tracking number. It is then your responsibility to ensure that you receive your items. We are unable to redirect orders once the items have been dispatched.

Please allow a further 3 - 5 business days for delivery (note this is a guideline only – for further information please refer to www.nzpost.co.nz.

Once you receive your delivery, please check each item carefully. We will accept notification of damage incurred while in transit up to 7 business days following receipt by you, otherwise all products will be deemed to have been received in good order.

If your item is a gift and you would like us to send your gift directly to the recipient please include their delivery address under Shipping Details at the checkout.

Taxes And Import Duties

Products sent outside New Zealand may be subject to import duties and taxes which are levied when the item reaches its destination. You will be responsible for payment of any such import duties or taxes.

Exchanges And Returns

At Urban and French we want your on line experience to be a positive one, so we inspect all deliveries of products to ensure the products you purchase meet our quality expectations. We hope you will love your purchase, but if your order arrives and is faulty, damaged, not what you ordered, or you simply change your mind then please notify us by email at office@urbanandfrench.com within 7 business days of receiving your item and we will be happy to assist you with a return of purchase for a refund or exchange. 

Please note exchange orders must meet or exceed the credit amount. A credit cannot be processed for remaining funds. Unfortunately we are unable to accept returns on all earrings or body jewellery due to hygiene reasons. 

Returns and exchanges should be sent to us at the below address:

Hemispheres New Zealand Limited
P.O BOX 36398
Merivale 8146

All returned items must be in the original condition that they were shipped, un-used and with all original invoices, tags and packaging included, and include a note detailing the reason for return.

All returns must be returned to us within 15 business days of you receiving the item.

Refunds will be processed upon our receipt of the returned item and available to you 10 business days later.

We do not take responsibility for any items lost in the process of returning to us and we recommend you use a trackable method.  Urban and French does charge customers for replacement shipping costs except in those instances where your order has arrived and is faulty, damaged or is not what you ordered.  

Our Liability To You

If we do not deliver your item or the item we deliver is damaged or defective or is not what you ordered our obligations are limited to our obligations under the Consumer Guarantees Act 1993 and any other relevant consumer rights legislation.

We have no liability to you for any consequential, special or indirect losses suffered.

We will not be liable or responsible for any failure to perform, or the delay in our failure to perform, our obligations in respect of these terms and conditions where that failure or delay is caused by events outside our reasonable control.

We will use our reasonable endeavours to ensure the availability of the website and services, subject to usual maintenance, system and internet disturbances and force majeure. We take no responsibility for any system unavailability or for any loss incurred as a result of website or services being unavailable.

We will not be liable for any damages arising from the use of this website or from use of the items listed on or purchased from this website.

Our total aggregate liability to you will not exceed the amount paid by you for the item plus delivery costs.

Nothing in these terms and conditions excludes or limits your statutory rights.

Intellectual Property

All intellectual property rights in connection with the items listed on this website (including images and descriptions) and in this website itself are owned by us absolutely.

You agree that you will not copy, reproduce, alter or display publicly any content from our website without our prior written permission.


If we do not exercise or enforce any right available to it under these terms and conditions that does not constitute a waiver of our rights.

If any provision of these terms and conditions becomes or is held to be invalid, unenforceable or illegal for any reason, that provision shall be severed from the remaining terms and conditions, which shall continue in full force and effect.

These terms and conditions are governed by the laws of New Zealand and you submit to the exclusive jurisdiction of the Courts of New Zealand.
These terms and conditions constitute the entire agreement between us and you.

About Us

www.urbanandfrench.nz is a site operated by Hemispheres (NZ) Limited. We are registered in New Zealand under company number 1725510 and our registered office is at 52 Cashel Street, Christchurch, New Zealand. Our email address is office@urbanandfrench.com.