PAYMENTS & REFUNDS
Is my payment information safe?
Your transaction and payment information is handled directly by our payment providers with secure encryption under strict banking standards. Your credit card information is sent directly to the bank and cannot be read or seen by anyone other than your bank, not even by URBAN.
URBAN holds the SSL certificate and meets the requirements of PCI DSS.
Did my payment go through?
The payment process includes multiple control steps to ensure maximised safety. If your payment was successful, you will receive an order confirmation email within 24 hours, please check your INBOX and JUNK email folder.
If you have not received the email please write to us on our LIVE CHAT or contact us HERE and we will help you further.
I still haven't received my refund, how long time does it take?
It takes 10-15 business days for the money to be refunded after we have initiated the refund. The funds will automatically be refunded to the account the payment was made from.
If you have returned your order and are waiting for a refund, you should first have received an email confirming the return. If you have not received this email and it has been more than 14 days since you returned your order, you are welcome to contact us HERE for an update.
Can I get a refund if the price of a product has changed since I ordered?
We adjust our prices in relation to trends, stock status and demand from our customers. Price adjustments or promotions do not justify reimbursement of the price difference.
Which payment options do you accept?
We accept credit cards (VISA, Mastercard, American Express (United States only), Diners Club, JCB) and other local payment options. You can see available options when completing your order under the section called "select payment method".
Can I pay monthly?
Yes you can, as long as your due date is more than three months away we can help split your total into smaller, easier payments.
ORDER & DELIVERY
How long is the delivery time?
Our goal is always to have your order delivered as fast as possible.
The estimated delivery date depends on the country and the shipping alternative you choose. To find shipping alternatives and estimated delivery time for a specific country, just fill in address and postcode under the section "shipping details" when completing your order.
Please note that the estimated delivery time is an estimate and that the time may vary depending on external factors that URBAN and its shipping partner cannot control.
These factors may include but are not limited to, extreme weather conditions, technical faults, customs delays, etc.
Please note that delivery times may be longer than usual during promotions. Packages are normally not transported during weekends and local holidays.
Do you ship internationally?
Yes, we ship worldwide to find shipping alternatives and estimated delivery time for a specific country, just fill in address and postcode under the section "shipping details" when completing your order.
Where is my order being sent from?
All our products are dispatched from our centre in the United Kingdom.
Where is my order?
Once your parcel has left our warehouse you will receive an e-mail with delivery information. Depending on the shipping alternative you have selected, your order will be delivered to the registered address of the payment card used ( billing address ).
In the confirmation e-mail, you will find all relevant information regarding your order and how to track it. If you did not receive a confirmation e-mail within 24 hours after your purchase, please check your junk mail. Alternatively please contact our customer service HERE.
Please note that delivery times may be longer than usual during holiday seasons and pandemics.
Import Duties & Customs
Items shipped within the EU are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final purchase price.
Non-EU countries may be subject to VAT and customs duties once the package reaches its destination. You will be responsible for payment of such import duties and taxes.
URBAN is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency.
If you have any further questions regarding VAT and customer duties, please contact your local customs office for more information.
Can I cancel / adjust my order?
To cancel /adjust your order within 24 hours press HERE. Please remember to include :
- Your Order Number
- Reason for Cancellation / Adjustment
Can I change the delivery address?
Unfortunately it is not possible to change the delivery address. The order will be only delivered to the billing address in line with payment card safety guidelines to prevent credit card fraud.
Please note if you are not present at home a redelivery will be attempted the following working day. If you are not present for the redelivery, then your order will be returned to us. At this point your order will be cancelled, and you will be refunded the order amount minus the delivery charge and a £20 handling fee.
Did my order go through?
An e-mail with an order confirmation will be sent to the e-mail address that was given when completing the order. If you have not received your order confirmation, please check your spam folder. Please note that it can take up to 24 hours before you receive the order confirmation. If you checked your spam mail and waited 24 hours and still did not receive the confirmation e-mail, we recommend you to contact us so we may investigate this for you.
Why have I not received an order confirmation by e-mail?
If an order was placed and processed successfully, you should have received an automated order confirmation via e-mail. If you have not received an order confirmation sent via e-mail, please start with checking your spam inbox. Due to high volumes, you may not receive your order confirmation instantly. It may take up to 24 hours before you receive your e-mail.
If you checked your spam mail and waited 24 hours and still did not receive the confirmation e-mail, we recommend you to contact us so we may investigate this for you.
I did not receive all the products I ordered
If you only received parts of your order, please contact us to let us know what products are missing.
RETURNS, EXCHANGES & WARRANTY
What is your Returns Policy?
You have the right to return your order/s for a refund within 14 days of receiving your order. To read more about our Returns Policy press HERE.
If you have purchased using a discount code or a sale item then please note you are only eligible for store credit. Store credit will be valid for 12 months from the date of issue.
What is your policy for returns of products that were purchased on a package offer?
If you have purchased products with a package offer such as "buy 1, get 1 free", all products needs be returned. It is not possible to return individual products as this is a package offer.
Is it possible to return several orders in one same package?
No, each order has to be returned individually under the individual returns number that will be supplied to you once your return application has been processed.
How long does it take to receive my refund?
Refunds are made to the payment card used and will appear on your bank statement within 10 - 15 business days of your returns being approved according to our returns policy.
To exchange a product, please return the product for a refund and place a new order on our website. Your return must be in line with our returns policy to be eligible for an exchange. Any price difference will need to be adjusted.
To apply for an exchange please contact us HERE
How long is the warranty and what does it cover?
The warranty is valid for a period of twelve months from the date of purchase. The products are manufactured to meet our high-quality standards. To raise a warranty claim press HERE.
What is not covered by the warranty?
- Defects and damage due to loss, theft, fire, water or UV radiation.
- Problems or damage caused by misuse, neglect (knocks, dents, crushing, falling), accidents or unjustifiable repair or modification.
- Aesthetic changes, defects and damage due to normal wear and tear and ageing (for. Eg. Scratches, worn leather and flaking paint, etc.).
- Failure to follow the care guide may void the warranty.
How do I raise a claim?
If you wish to submit a complaint about a product, please contact us.
Please provide the following:
- Full name
- Order number
- Describe the issue
- An image/s that clearly show/s the faulty/damaged item.
We can only accept complaints if you bought your product directly from our webpage.
I have received the wrong item, what do I do?
We are sorry to hear we have sent you an item that is different from what you have ordered.
Please start with double-checking your order confirmation to see what you ordered. If you have not received the ordered product please contact us through our chat or e-mail, and we will do everything we can to correct our mistake: contact us
If you have accidentally ordered the wrong product, you can, of course, make an exchange. You can read more about how to make an exchange in the exchange section above.
I have received a damaged item, what do I do?
If you have received a delivery containing a damaged item, we apologise for that. Please remember to include the following when contacting us:
- A photo of the damaged product.
- Your order number or the email address you used when you placed the order.
Please get in touch and we will make sure to help you as fast as we can. contact us