FAQs

We are committed to deliver lifetime value to our Customers. We hope our FAQs section will answer your questions. However, if you cannot find your answer here, please contact our Customer Care Team at Customer.Care@urbanclub.com.
 

Do I need an account to place an order online?

Yes, you will need to set up an account on our website to place an order. It is easy to create an account and you can do this while placing your order. Being a URBAN CLUB member, you will be able to shop, store credit cards, check your order details, and be the first to hear about our latest offers.

 

Can I add items to an existing order?

It is not always possible to combine orders or add items to an existing order. You can place a new order for any additional items and contact us by email requesting to have your two orders combined and shipped together. This is only possible if the first order has not yet been dispatched.

 

Can I cancel my order?

Yes, you can as long as your order has not been dispatched. Once it has been dispatched, we are unable to cancel your order. However, you may return your order by contacting our Customer Care Team at Customer.Care@urbanclub.com

 

Do URBAN CLUB offer gift wrapping?

Yes and It's FREE!! When placing your order, you can choose to have your items gift wrapped and to include an optional gift message by filling in the order notes in your shopping cart. Your gift purchase will be beautifully wrapped and a card with the message you provided, in hand-writing. We will mail you the invoice separately to your address.

 

Can I track my order online?

All of our orders are shipped using DHL Express and Royal Mail Tracked service. Once your order is despatched, your will receive an order confirmation with tracking details of your shipments. You can check the current status of your shipment by entering your tracking code.

 

Can I change my shipping address once my order has been dispatched?

Unfortunately, we are unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address at the time of ordering.

 

Do I have to sign for delivery?

A signature will be required upon receipt of the goods, if there is no-one available to accept the parcel a calling card will be left for you to re-arrange delivery. We are currently unable to deliver a PO Box or freight forwarding address.

 

What happens if I am out when the order arrives?

If you or the intended recipient is not in when Delivery Courier attempt to deliver, they will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to pick up the item or rearrange delivery. Please note if you rearrange to deliver to another address, this may incur an additional charge that is out of our control.

 

Do I have to pay for Duties and Taxes?

Duties and Taxes are calculated according to your shipping destination. For UK and EU orders, Duties and Taxes are included.

International orders are shipped on a DDU (Delivery Duties Unpaid) basis. This means that any duties and taxes incurred in the country of destination are the responsibility of the Customer.

If a shipment is refused, we will do what we can to nullify the customs charges and have the shipment returned to URBAN CLUB. We cannot guarantee that customs charges can be voided for a refused shipment. In this case, we will deduct the amount from your refund.

 

How do I return an item?

We hope you’re delighted with your order. If you’re not perfectly satisfied, you may return items within 14 days from the day you receive the order.

You must contact us at Customer.Care@urbanclub.com within 48 hours of receiving your order and request a Return Authorization Reference number. You will receive a full instruction of the return process once return method has been confirmed.

You need to include your original receipt and Return Authorization Reference number in the returning parcel to ensure a smooth return process.

**Items must be returned unworn, unwashed, undamaged and unused with original designer tags still attached. Footwear and accessories must be returned in the original boxes provided and inside a protective shipping box.

**Footwear should be returned unmarked and in their original and undamaged packaging as this is considered part of the product.

**We are unable to accept returns or exchanges on earrings or fine jewellery.

How do I get my refund?

All successfully returned items will be refunded to your account via original payment method used to place your order. Payments can take up to 14 working days to process. The original shipping charges will not be refunded. 

 

Do I have to pay for my order delivery?

    UK Customers

    Royal Mail UK Standard Delivery 2-5 days -  FREE for All Orders
    Express Next Day Delivery -  £6
    FREE Next Day Delivery for all orders above £150
    Orders must be received by 12:00pm to be delivered Next Day.

    US, AUS & NZ Customers

    US, AUS, NZ Standard Delivery - 3-7 Days - £10
    US, AUS, NZ Express Delivery - 1-3 Days -  £22
    FREE Express Delivery for all orders above £350.

      EUROPE Customers

      Europe Standard Delivery - 3-7 Days - £8
      Europe Express Delivery - 1-3 Days -  £16
      FREE Express Delivery to Europe for all orders above £350.

        Other International Customers

        International Standard Delivery - 5-10 Days -  £15
        Express International Delivery - 2-5 Days -  £35
        FREE Express International Delivery for all orders above £500.

            Please see our Full Delivery Policies here.

              Do I have to pay for my return shipping cost?

                UK Customers

                • FREE return for orders above £150.
                • Customers is responsible for returning costs for orders below £150.

                All US, Europe, other International Customers

                • All International Customers are responsible for returning costs 

                Please contact our Customer Care Team at Customer.Care@urbanclub.com if you can'f find your answer above. Or just to say Hello to us! We would love to hear from you!
                ||HAPPY SHOPPING||