COVID-19 DISCLAIMER. In the face of the challenges posed by the current global COVID-19 situation, we are working hard to maintain a reliable delivery service for our customers. However, due to the fact that some carriers have temporarily changed their shipping services and policies, shipping delays could be expected due to canceled flights, governmental decisions, and staff reductions. We will be in touch with you should any delay in your delivery occur.
We offer secure payment through certified PayPal technology. You can use VISA, MASTERCARD or MAESTRO cards through the Paypal interface.
Once you’ve placed your order you will receive PayPal payment link to your email.
NOTE THAT YOU DO NOT HAVE TO HAVE TO REGISTER AT PAYPAL AND DO NOT NEED A PAYPAL ACCOUNT in order to carry out the payment. You can feel free to use your debit or credit Visa, Mastercard or Maestro cards.
After the payment is complete and we have prepared the order we will send you the tracking number so that you can follow up the status of your parcel.
Should you have any questions in regards to the payment please don’t hesitate to contact us and we will provide you with all the necessary information promptly.
We are committed to prepare the orders for shipment on the same day for all orders received until 4pm (CET). If your order has been placed after 4pm, the order will be prepared the next business day. If for any reason this is not possible, you will be notified by email and you will be provided with an estimated shipping date.
NOTE: During the time of Black Friday, Cyber Monday and Christmas it is possible that some shipments suffer a delay in delivery. If your order has not been delivered in a reasonable time, please contact us.
We ship worldwide. Below you will find the details of shipping types according to country of destination.
In case you want to make a change in the delivery address once the order has been places, it is essential that you contact us as soon as possible. Changing the shipping address will incur an additional cost depending on the destination.
For international orders, shipments are sent to other air transport companies.
When we have sent your order, you will receive an email with a link to track. In case of absence the transport provider in your area will contact you to arrange a shipping schedule that best suits your preferences.
Being located in Spain, we are happy to offer FREE standard shipping within EUROPEAN UNION.
EXCEPTIONS: In following countries due to the conditions of these countries providers there will be a slight increase in shipping costs: Bulgaria, Cyprus, Croatia, Slovenia, Slovakia, Greece, Hungary, Ireland, Latvia, Lithuania, Malta, Poland, San Marino, Czech Republic, Romania. In the following countries purchases over € 100 will be shipped for FREE; purchases under € 100 will be priced at € 10 per package.
SPAIN, PORTUGAL AND BALEARIC ISLANDS: Once the order is prepared, the shipping time is 3 business days, in case the order has been placed before 4pm (CET), and 4 business days if it is made after 4pm (CET).
EUROPEAN UNION: Once the order is prepared the shipping time is 3-5 business days. Exceptions: Bulgaria, Estonia, Greece, Lithuania, Latvia, Ireland and Finland the shipping time is 6 to 8 business days.
OUTSIDE EUROPEAN UNION
Purchases over € 100 – FREE SHIPPING
Purchases under € 100 – from € 10 (SEE THE PRICING LIST HERE)
NOTE: Occasionally, shipments to countries outside the EU may carry additional fees and taxes, which in any case will be the responsibility of the buyer. We undertake to carry out the procedures and prepare the necessary documentation for the corresponding customs management.
PRICING LIST OUTSIDE EUROPEAN UNION:
Zone A: USA and Canada
Zone B: Bosnia Herzegovina, Malta, Albania, Egypt, Turkey, Georgia, Iceland, Morocco, Norway, Ukraine, Israel, Switzerland and Russia
Zone C: Argentina, Ecuador, El Salvador, Colombia, Chile, Brazil, Bolivia, Haiti, Honduras, Puerto Rico, Peru, Paraguay, Panama, Uruguay, Greenland, Kuwait, Tunisia, Cuba, Congo, Cameroon, Angola, Ethiopia, Guinea, Iran, Iraq, Kenya, Pakistan, Nigeria, Mexico, Mauritius, South Africa, Dominican Republic, Venezuela, Bahamas, Barbados, Bermuda, Jamaica, Australia, Algeria and Jordan
Outside the EU the shipping time is 5-14 business days depending on the destination.
NOTE: Shipping prices may vary depending on the country and in some cases the city of destination.
TEMPORARILY OUT OF REACH
For logistical reasons, shipments in Andorra, the Canary Islands, Ceuta, Melilla, Macedonia, India, South Korea and North Korea, Philippines, Hong Kong, Indonesia, Japan, Qatar, Singapore, Tahiti and Thailand are not available at the moment.
WHAT IS OUR RETURNS POLICY?
You must request a return within 7 days of receiving the order. The item(s) must be in original condition with the original packaging and all tags attached.
NOTE: ITEMS PURCHASED ON SALE WILL NOT BE ACCEPTED FOR RETURN OR EXCHANGE.
HOW DO I ORGANISE A RETURN?
Please submit a Return Request by sending an e-mail to firstname.lastname@example.org
Once your return request has been processed we will contact you via email and supply you with a return address details and a Returns Form, which should be included inside your return package.
Please wait to receive all required returns information before sending any return packages.
NOTE: CUSTOMERS WILL BE RESPONSIBLE FOR SHIPPING AND HANDLING CHARGES TO RETURN ANY UNWANTED ITEMS. IF THE PACKAGE DOES NOT REACH US SAFELY WE WILL NOT BE ABLE TO COMPLETE THE REFUND, SO IT IS RECOMMENDED TO USE A TRACKED METHOD FOR SAFE DELIVERY.
WHERE DO I SEND MY RETURNED ITEM?
We will provide you with the full address details when once your return has been authorised.
Please do not return any items before we contact you via email.
HOW LONG WILL IT TAKE TO PROCESS MY REFUND?
Once your return arrives to the URBANTURBAN warehouse please allow 14 business days for your refund to be processed. We’ll send you an email when our team has processed your refund. PayPal refunds can take up to 10 business days to clear back into your account. Your refund can only be credited back to the original form of payment.
ARE RETURNS FREE?
The shipping cost of returning item/s to URBANTURBAN warehouse for an exchange or refund, is not covered or reimbursed by us. However, if you request an exchange, we will arrange the shipping of a new item to you. We understand that some international postage can be costly, so we do not expect express shipping on returns.
CUSTOMS DUTIES & TAXES
Any customs duties and sales taxes applied by a country of your destination are non-refundable through URBANTURBAN. However, you may be able to recover these by contacting your local customs office directly. Refunds for returns apply to the purchase price of the garments only.
We do not offer exchanges, but of course you are welcome to return a full priced item for a refund and repurchase your preferred item once we’ve refunded you.
NON ACCEPTANCE OF A DELIVERY
If a customer will not accept delivery of their order, or should the necessary customs duties or taxes not be paid by the customer in order to complete the delivery, URBANTURBAN will not be able to issue a refund on the full order price. Refunds can only be processed once the original item is received back at our warehouse. Therefore, any associated return fees as a result of a customer not taking delivery of their order will need to be deducted from the original order price within a refund amount.
WHAT IF MY ORDER ARRIVES DAMAGED, OR THERE IS A FAULT?
We always have quality in the heart of our production, so we hope that this unpleasant for the customer and for us situation never happens. However, on the off chance you do receive a damaged item, or have a manufacturing fault occur, please contact us straight away at email@example.com and we will help to resolve the problem as quickly as possible. We will happily replace the item (if stock is available) or refund the cost as long as it has been returned within 30 days of purchase.
Please note that all of our items are handcrafted and there may be slight differences in stitching or finishing. However these differences may not affect the overall look of an item.
We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion in the future.