FREQUENTLY ASKED QUESTIONS

Do I need to register and set up an account to shop?

It is not mandatory to register. However, to shop with greater ease with us online, register one-time to save your details so that you will not have to re-enter your personal information again on your next session. Also, you can easy access tracking information for your orders within the My Account dashboard.

Please note that due to security reasons, we will not retain your card details.

How is my order shipped?

Orders are shipped Monday through Friday, excluding public holidays. Any orders placed on Saturday or Sunday will be shipped the following week.

Orders are shipped with ground services (postal or courier services usually, airmail in some cases).

How long does it take for my order to reach me?

Orders are dispatched within 5 working days after payment confirmation. Typically, EU orders take between 48-72 hours after dispatch. For rest of the world orders ground service is used and can take up to 8 – 15 working days depending on the delivery address.

Which countries do you ship to?

We offer WORLDWIDE SHIPPING at a standard rate of 9-euro for Europe, 29-euro for the rest of the world. FREE SHIPPING is offered for orders above 100-euro in Europe and 200-euro minimum order for the rest of the world.

What are your delivery charges?

EUROPE

9.99 euro STANDARD SHIPPING

FREE SHIPPING FOR ORDERS ABOVE 50 EURO

REST OF THE WORLD

19.99 euro STANDARD SHIPPING

How can I pay for my order?

Payments are securely processed through Stripe or PayPal, and you can use ALL major credit cards: MasterCard, Visa, JCB, American Express, Delta, or your PayPal account. Please note that all payments are charged in Euro. The final amount reflected on your bill may differ depending on the exchange rate at the time your bank processes the transaction.

Is it safe to use my credit card on your website?

Our online shop offers a secure connection to ensure a safe experience and payment procedure for our customers. Our website uses a SSL (Secure Sockets Layer) Certificate for a reliable and secure Internet payment.

How do I use a promotion code or a coupon?

To use a promotional code, please follow these steps:

  • Place your order.
  • Proceed to Checkout.
  • Enter your Promotion Code at the box indicating “Coupon”.
    Simply type or copy and paste (recommended) the promotional code in this text field.
  • Submit your order to see the final amount with your promotion discount applied.

What is your return Policy?

Please refer to our Returns & Refunds policy.

How do I track my orders?

You can track your order placed with us by using the Track Your Order page and using your email and order number found on the Order Confirmation received by email.

Can I deliver to another address, other than my card billing address?

Yes, it is possible if the delivery address is in the listed countries.

What is your cancellation policy?

Our “no questions asked” cancellation policy allows you to cancel your order with us:

  • Before the Products are delivered to you; or
  • Within 14 calendar days of receiving the Products.

Please refer to our Returns & Refunds policy.

I would like to change my order. What should I do?

If you would like to amend your order, please contact us at hello@urbanshop.be

How do I know that my order has been successfully submitted?

You will receive an email acknowledgement containing the order reference number and details of your purchase. Your order will be only dispatched upon receipt of payment.

What if there are missing or wrong items when I receive my order?

For missing or wrongly shipped items, please contact us at hello@urbanshop.be and quote your transaction reference number. We will endeavor to reply to your query within 2 working days and we will advise you on what to do next.

Is there a minimum order value?

There is no minimum order requirement.  Delivery charges will remain as specified.

What are your Terms & Conditions?

Find out more about Terms & Conditions.

What are the recommended browsers for this site?

This site is optimised for Explorer version 7.0 or higher, Mozilla Firefox version 2.0 or higher, Opera 9.0 or higher and Google Chrome.

Is my personal information kept private?

Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law or to fulfil an order contract with you.
Read more about our Privacy Policy.