*FREE Shipping over $75

Free 14 Day Returns

PLEASE EXPECT SLIGHTLY LONGER DELIVERY TIMES OVER THE HOLIDAYS

FAQs

We're here to help! Find answers about our range, shipping, returns and partnerships below. If your question is not answered, please get in touch here.

Orders, Shipping & Delivery

Where do you ship to?

We ship Australia-wide. Unfortunately, we do not currently ship to New Zealand or any other country.

What are your shipping rates?

We proudly offer Free Standard Shipping on all orders over $75. For orders up to $74.99, a $9.95 shipping charge will apply.

When will my order be dispatched?

We aim to dispatch orders within 2-4 working days. Delivery times vary based on selected service and destination. Regular post ranges from 3 to 14 working days depending on the shipping address.

Where can I find my order status?

Log in to your account page here for all your order details, or contact our Customer Care team at au-customer@umbra.com if you can't find what you're looking for.

I received a damaged item, what should I do?

Please send an image of the damaged item to our Customer Care team at au-customer@umbra.com or contact us here.

Can I modify or cancel my order after it has been placed?

Unfortunately, orders cannot be modified after they have been placed. If you need to cancel your order, please contact our Customer Care team at au-customer@umbra.com or contact us here to see whether we can help.

How can I change my delivery address?

Please contact our Customer Care team at au-customer@umbra.com or contact us here to see whether we can help.

Returns & Refunds

What is your return policy?

At Umbra, we want every purchase to be perfect. If you have a change of mind, the product doesn't meet your expectations, or the product arrives damaged or faulty, we are happy to offer you free returns for 14 days from receipt of the product to return the item(s) and receive a refund.

Please contact our Customer Service team at au-customer@umbra.com within fourteen days of receipt of the product to arrange next steps.

You can view our Returns policy here.

I've returned my order, how long does the refund take?

Upon receipt of your returned item, you can expect a refund with 3-5 business days depending on your bank.

Products & Sizes

How can I see Umbra products in person?

We have a large network of retailers across Australia where you can view different parts of our range. Please take a look at our top stockists here. Not all retailers stock all of our range, so we advise to call ahead to avoid disappointment.

Please note that our Melbourne showroom is open by appointment only to our Wholesale and Commercial customers, and is not open to the public.

How does your warranty work?

Umbra is committed to the design and manufacture of original, high-quality products for your home. As a part of our commitment, every Umbra product is backed by a 1-Year Limited Manufacturer’s Warranty.

What is covered?

  • Defects in the manufacturing; this is defined as a fault in the material or the workmanship of the product
  • Faulty product

What is not covered?

  • Used or "like new" products
  • Normal wear and tear
  • Intentional damage, negligence, improper care, or misuse
  • Lost or stolen items
  • Parts or products that have been disposed of
  • Modified items
  • Dissatisfaction
  • Items purchased through a discount retailer are not covered under warranty

What we will do:

  • Send a replacement at no charge
  • If item is discontinued, send similar item

Information Required:

  • A copy of your dated proof of purchase may be required prior to any claims under our warranty
  • A picture showing the issue(s)
  • Detailed description of the defect / fault
  • PO # listed on item (if possible). PO # will be located on the bottom of some items or on the barcode label

This warranty is applicable to private residential customers only, and does not apply to retailers and commercial establishments. Specially discounted merchandise may not be covered by our warranty.

How to activate your warranty:

  • North America: na-info@umbra.com or 1 800 387 5122
  •  Europe, Middle East, Africa: eu-info@umbra.com or +31 (0)36 549 5422
  •  Asia, Oceania: info-asia@umbra.com
  •  Latin America: latam-info@umbra.com

Umbra products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement of refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. All rights provided under your Umbra Guarantee are in addition to any rights you have as a consumer under the Australian Consumer Law.
You can find more information about your rights by visiting the ACCC’s website.

I am missing a part, or screw from my order, what should I do?

We would like to do everything we can to ensure you have the best experience with us, so please email au-customer@umbra.com with your order number and the specific part that is missing. This will help us better understand what has happened and allow us to quickly provide a resolution. 

I can't find my installation instructions, what should I do?

We do our best to have our product instructions on our website, but there may be a small chance that we might have missed one. 

First, go to our website and search the product you need instructions for here. If we have instructions available to preview or download, they will be listed under the "Features" tab on the left hand-side underneath the image gallery and displayed as "User Instruction Download". If there is no User Instruction Download listed there, please reach out to our Customer Care Team at au-customer@umbra.com to see if we can email you one.

Wholesale & Trade Partners

How can I apply to become a retailer?

Umbra is proudly distributed in Australia by IsAlbi Pty Ltd. We would love for your store to join the Umbra retailer community. You can read more and apply to become a stockist here.

Do you have an influencer or collaboration program?

Absolutely! You can read more here.

Can't find what you're looking for?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please contact us at au-customer@umbra.com.