Urban Industry

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FAQ

Delivery

What couriers do you use for deliveries?

We use DHL, Skynet, DPD/Interlink and Royalmail 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: 2 - 5 day delivery depending on where you live in Europe Out side of Europe: 2 - 5 day delivery depending on where you live


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?

Customs and import duties are charged once the parcel reaches its destination country. 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 deductable 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?

We accept the following card payments: Mastercard, VISA, American Express, Switch / Maestro, Visa Debit, Delta and Electron and PAYPAL

What currencies can I use?

We only except GBP at the moment but we will be introducing other currencies this year.

We do have a approximate currency conversion which is located at the top right hand side of the website. You can see conversion in US Dollars, Euros, Yen, Australian Dollars, Candian Dollars and Hong Kong Dollars.

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 dont have to register, you can simply checkout as a Guest. But we do reccomend 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 Confiramtion email with your order details. Please check these thoroughly. If you have made any mistakes please contact us immediatley.

If you havent 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. This is applied at checkout once your delivery details are complete.

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 appologise, but we are only humans and we do make mistakes. Please contact Customer Services immediately so we can help resolve the issue.

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

Returns

What is your returns policy?

Please see our Returns page for full details.

How do I return an item?

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 fill in the fields on the invoice stating if you require a refund/store credit or an exchange. If you don’t have your Returns Form just print off your order confirmation that we emailed you and make a note of what you are sending back. If you have chosen to an exchange an item, Urban Industry will pay for the cost of shipping the exchange item to you.

When posting the goods back to us we recommend using a tracked service as we are not responsible for any items lost in transit.

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.