FAQs

FAQs


Our head office is based in AustraliaOur online store is open 24 hours a day, and you can rest assured that your orders are handled securely and with the utmost care at all times.
We accept 12 hours’ notice to cancel an order or update any changes such as quantity or Shipping Address information. Just feel free to contact us via Phone or Email. Please note that any request received after 12 hours period will no longer be accepted because we process orders immediately. Changes to orders cannot be made once processed.
Yes! If this happens, we are truly sorry. If the item's defect is deemed valid, We will take care of you and cover all costs. We will send you a new product. We will make sure to correct the issue ASAP!
When you order multiple items at a time, they may be shipped separately as some items are located locally and some international fulfilment centres. Due to warehouse locations and product availability, items may be shipped in separate shipments. You may receive one item before the next. We do this so that you can get your items as fast as possible. So please don't panic if you don't receive all of your items at once…they are all on the way.
We respond to customers within 12 hours or maximum of 24 hour and sooner, if possible!
We will be providing you with a tracking number once your order is shipped. you can use this number to track your order . You can also reach out to our customer care team and we will be happy to assist you.
Urban Shop offers Free Delivery on all orders above £75. Products are generally dispatched and delivered within 3 business days. Orders below £75 will incur a shipping charge which will be stated upon checkout. If at any time we are not able to ship to your initial shipping address, we will contact you ASAP and attempt to make alternate shipping arrangements. If this is not possible, we will refund the entire purchase amount right away.  
Not all mail carriers or courier services are able to deliver to addresses containing a P.O. box. Because of this, Urban Shop is unable to ensure the delivery of items shipped to mailing address containing P.O. boxes. Please check with your local mail carrier or courier service before placing an order with a mailing address containing a P.O. box.