FAQ retail

How do I become a stockist?

Thanks for your interest! You will need to apply for a wholesale account, which is very easy. Simply fill in the online form here to introduce your business, and we’ll be in touch with login details within hours.

If you have any trouble with the form or questions, just ask.

Once your account is confirmed, you can log in to your account at ukiverse.com.au any time to place your order online. 

Can I place my order by phone?

Certainly. Please call us during business hours, or request a call by text and we will call you to take your order.

Where does the name uki come from?

Ukiuki loosely translates from Japanese as a happy, floating feeling. 

At uki we hope to inspire these joyful moments through encounters with beautiful objects. Drawn to originality, we are excited to introduce you to designers who create from a place of optimism. They understand the power of good design to uplift the spirit in even simple everyday actions, with surprising innovations, delightful details, and outstanding quality craftsmanship.

 Why can’t I login to my account?

There could be a few solutions to this problem. First, try resetting your password by clicking on the “Forgot your password” link on the log in page. If this doesn’t help, send us an email and we will send further instruction. 

Can you help me retrieve my password?

To retrieve your password, click on the “Forgot your password?” link on the log in page. Still having troubles? Please contact us.

Where do I see my previous orders?

Log in to your account and click on the purchases tab. 

How do you ship?

All uki orders are delivered by Australia Post. Rates are based on weight and are calculated at the checkout. You will be emailed with tracking and delivery details at the time of dispatch.

We offer standard and express shipping.

How long does shipping take?

All items are shipped from our Hobart office. Please understand that uki cannot guarantee the date of your delivery, which may vary according to your location, distance from your state capital, and seasonally high volume parcel delivery.

Shipping times may vary according to stock levels, and can take an additional 14 to 24 days where items are found to be out of stock. We will contact you with an estimated time of arrival where delays are unavoidable.

Once dispatched, how long will my package take to arrive 

Due to the current COVID-19 situation, Australia Post is experiencing delays. Please consider these delivery estimates as a guide only.

Melbourne metro: please allow 6 business days for delivery 

Sydney metro: please allow 7 business days for delivery 

Canberra metro: please allow 7 business days for delivery 

Brisbane metro:  please allow 7 business days for delivery 

Adelaide metro: please allow 7 business days for delivery

Perth metro: please allow 9 business days for delivery 

Darwin:  please allow 10 business days for delivery 

Please note that delivery to further regional centres may take an additional 2-3 business days.

How do I track my order?

You can track the progress of your order through Australia Post’s website at https://auspost.com.au using the tracking number supplied in the email we sent when your order left Hobart. If you need help to do this, or have lost your tracking number, simply contact us and we’d be happy to investigate for you.

What about packaging?

Uki's packaging materials are reused and recycled where possible. The plastics and papers we use to keep your orders safe in transit are usually reused from our Japanese suppliers. It's only a small change but we want to support shoppers and retailers in saving clean packaging from landfill. 

My order arrived damaged, what should I do?

All orders are packed and shipped with great care, but where part of your order arrives damaged, please contact us within 5 business days of receipt of the order to organise replacement, exchange or refund. 

Where an item arrives damaged please do not discard it but retain the item for return - we may require it to follow up with the carrier in question. Your confidence and satisfaction, as well as the consistent quality of our stock, is of utmost importance in the ukiverse and we will go to great lengths to ensure both.

Something is missing from my order, what should I do?

If an item you have ordered and paid for has not arrived within the estimated delivery window (see above), or if something is missing that you thought would be included in your order, don’t panic! Please contact us as soon as possible so we can track down any packages missing in transit or mis-packed items.

Can I cancel or change my order after it’s been placed?

If you wish to make changes to your order after it has been confirmed, please contact us immediately and we will do our best to accommodate you where possible. Orders which have already been packed or shipped can not be changed.

When will that gorgeous item be back in stock?

Please contact us with enquiries about specific line items, and sign up for updates from the ukiverse as new stock arrives and favourites are restocked.

How can I find out more detail about a product or brand?

If you’ve read about our brands’ stories and still have questions, please contact us! We love to talk about our makers.

Where can I find information on product sizing? 

Please refer to individual item descriptions for measurements and size guidelines, or don’t hesitate to contact us if your questions are not answered there.

Do your products come with English language directions or care instructions?

All hibi incense comes with English instructions and diagrams. Some basic information such as microwave safety and fabric composition are included on packaging, but if you'd like more information please contact us.

When are you going to be adding more products to your range?

In the future the ukiverse will continue to expand. The easiest way to stay in the loop is by following along on Instagram, Facebook, or subscribing to our newsletter.

Do you have a bricks and mortar store? 

We do not.

How do I update my address/ contact details/ payment card details?

Simply log in to your account, click the “my account” button in the top right corner of the screen and select what setting you want to edit.