FAQ

Delivery

What couriers do you use for deliveries?

We use DHL, DPD/Interlink and Royal Mail for our deliveries.

What are the delivery times?

UK: Interlink Next working day deliveries. If ordering before 4pm on a Friday your order will not be delivered until the following Monday.

UK: Royal Mail 48 Service. Between 2-4 days.

Europe: Delivery times vary depending on where you live but typically orders will be delivered within 2 - 5 days of dispatch.

Rest Of World: Delivery times vary depending on where you live but typically orders will be delivered within 2 - 5 days of dispatch.

What are the costs of delivery?

For UK shipping costs please refer to our UK shipping cost page 

For International Shipping please refer to our International shipping page

Can I track my order?

Your tracking details will be emailed to you when your order is dispatched.

Can I change my delivery address?

If your parcel has not yet been packed in the warehouse, we may be able to change your delivery address. We can only change your delivery address if we have sent to that address before. Or if the address is a valid work address. You may be asked to replace your order if it is to be shipped to another residential address. Please email us as soon as possible.

Will I have to pay customs charges?

We now give you the option to pre-pay all applicable customs and import duties at point of checkout to ensure that you won't receive any additional charges once the order is received into your country. We do also give you an option to pay any charges once you receive your parcel(s), and these charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

Payments

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each card payment.

What payment methods do you accept?

The following payment types: Mastercard, VISA, American Express, JCB, Switch/Maestro, Visa Debit, Delta and Electron.

We accept PayPal and Amazon Pay. 

NEW! We now accept over 45 other local alternative payment methods such as AliPay, GiroPay, Sofort Banking, Wechat, UnionPay and many more.

What currencies can I use?

NEW! Checkout in your local currency. We support over 60 worldwide currencies, allowing you to checkout in your countries local currency.

Once you select your shipping country a currency conversion will be applied to all products and also a 20% VAT reduction* will also be taken off the product price. You can see conversions in over 60 different currencies.

*20% VAT reduction only applicable to EU countries.

When will my card be charged for my order?

Your card will be charged at the last stage of the checkout. We will run a few security checks and then your order will be sent to the warehouse for picking.

Products

Are all your products genuine?

All of our products are 100% Authentic. We buy everything direct from either the Brands or their distributors.

Will you be getting more stock?

We try and restock products where we can, but a lot of our products are limited and once they are sold they've gone. We try to keep our products fresh and are constantly adding new stock weekly.

The item I bought has now been reduced, can I have the difference refunded?

We know it can be frustrating when you see something you bought reduced the following day. This is why we offer our customers the difference back in store credit only. You will have to notify Urban Industry within 24 hours after your order was placed otherwise we are unabe to honour this.

Do you price match?

Yes we do! Please see our Price Match page

My Order

How do I order?

You can use our Search bar at the top of each page or filter by Brand, Department, Colour and Size. One you have found the product you want, select the size and Add to the basket. When you are ready simply go to the basket page, located top right corner and select Checkout.

You don't have to register, you can simply checkout as a Guest, but we do recommend you register with us to make future purchases much quicker. 

You will be asked what delivery option and payment method you would like to use and select Submit order to finish. 

You should receive a Order Confirmation email with your order details. Please check these thoroughly. If you have made any mistakes please contact us immediately.

If you haven't received an email , then please check your SPAM filter first and then contact us.

Do you offer VAT discount to non EU customers?

Customer's ordering from outside the European Union will receive a 20% VAT discount on their order. The VAT reduction is applied once you've selected a qualifying shipping country and is displayed to product prices throughout your entire shopping experience on collection, product, cart and checkout pages.

How do I know if my order was received successfully?

You should receive a Order Confirmation email with your order details. Please check these thoroughly. If you have made any mistakes please contact us immediately. If you haven't received an email, then please check your SPAM filter first and then contact us.

Can I change or cancel my order?

We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away whenever possible. Please email, or call Customer Service team +44(0)1323 412444 for assistance. We will always do our best to change orders but we can make no guarantees.

Part of my order is missing or incorrect?

Firstly we would like to apologise, but we are only humans and we do make mistakes. Please contact Customer Services immediately (within 48 hours of receiving your parcel) so we can help resolve the issue. You will be required to keep packaging as we may need this to raise an investigation into any missing item/s. Failure to produce any packaging may result in Urban Industry not being able to process an investigation.
If the parcel was signed for in good condition and you then you(the customer)  state that the parcel was damaged, then, again Urban Industry may not be able to raise an investigation and offer any compensation. We will require photographic evidence of the parcel.

If you contacted your courier and requested a SAFEPLACE for your order, URBAN INDUSTRY are not held responsible for any loss or damage. 

Returns

What is your returns policy?

OUTSIDE of th UK - Please see our International Returns page for full details.

How do I return an item if I live in the UK?

If you no longer want your item(s), you have 28 days in the UK to return it to Urban Industry. If you live outside the UK you also have 28 days.

They must come back to us in original condition. This means UNWORN, ALL LABELS attached, in ORIGINAL PACKAGING.

Customers are responsible for the cost of returning item(s), and for your parcel until it arrives at Urban Industry.

Returning goods to Urban Industry is simple. Please go to our RETURN PORTAL if you require a refund/store credit or an exchange. If you have chosen to Exchange an item or want Store Credit, Urban Industry will offer you a FREE returns service. 
If you want to return an item for a Refund Urban Industry will charge you a fee of £2.70 to cover the cost of using our returns services.

If you decide to return using your own postal method, please do so at your cost,and we advise when posting the goods back to us, to use a tracked service as we are not responsible for any items lost in transit.

Here is a step by step guide of our Returns Procedure

Returns Address:

Returns Dept.
Urban Industry
Unit 2 Park View
Alder Close
Eastbourne
East Sussex
BN23 6QE UK 


Outside of UK: We do not offer a returns service outside the UK. You are responsible for returning all items to Urban Industry.

Please look at our returns page for more information.

Can you confirm you have received my return?

Once your item has arrived at our warehouse, we aim to process it within 24 hours. Occasionally at busy times there is a delay on this, but we will email you as soon as we have Refunded or Credited you.

We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

How long will it be before I am refunded?

Once you have received your email stating that we have processed your refund. Your refund should show in your account between 1-5 days depending on who you bank with.

Who pays for return postage?

Its nice and simple, the customer pays for all returns postage. You choose how you would like to send it back.

Why have you not refunded the shipping cost?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.

Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

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