Find quick answers about ordering, payment, delivery, returns and customer support. If you still need help, please use our Contact page.
Orders & checkout
How do I place an order?
Add the products you want to your cart, review your order, enter your billing and delivery details, choose an available payment method and place your order. You should receive an order confirmation by email.
Do I need an account to order?
If guest checkout is available, you can order without creating an account. Creating an account can make future orders and order-history access easier.
Can I change or cancel an order?
Contact us as soon as possible. If an order has already been processed or dispatched, cancellation may no longer be possible and the returns procedure may apply instead.
Payments
Which payment methods can I use?
The payment methods currently available to you are shown at checkout. These may include card payments, Revolut Pay, Apple Pay or Google Pay where supported and available.
Is payment secure?
Payments are processed through supported third-party payment providers. Urban Online Shop does not store your complete card details.
Shipping & delivery
Where do you deliver?
Available delivery areas and methods are shown at checkout based on the address entered. See our Shipping & Delivery page for more information.
How much does delivery cost?
Any delivery charge or free-shipping option is shown before you place the order. Charges can depend on destination, order value or the delivery method offered.
How long will delivery take?
Estimated delivery information is shown where available during checkout or in your order confirmation. If no specific date has been agreed, statutory consumer rules may apply. Please contact us if an order is significantly delayed.
Can I track my order?
If tracking is available for your delivery, the tracking details will normally be provided by email after dispatch.
Returns & refunds
Can I return an online purchase?
EU consumers generally have a 14-day right of withdrawal for distance purchases, subject to statutory exceptions. See our Returns & Refunds page for the process and exclusions.
What if an item is damaged, faulty or incorrect?
Please contact us promptly with your order number and details of the problem. Where helpful, include photographs. Your statutory rights for non-conforming goods are not affected.
How will I receive a refund?
Approved refunds are normally returned through the original payment method unless another method is agreed or required. Timing can depend on the payment provider.
Customer support
How can I contact Urban Online Shop?
Use the Contact page and include your order number where your enquiry relates to an existing order.
For the full contractual terms that apply to purchases, please read our Terms & Conditions.