We have put together a list of answers to the most common questions that we get from you. You can also visit our Support Center for product instructions and additional useful information. If you are not able to find the answer you are looking for in the list below please visit the Support Center.
Due to Lunar New Year, our warehouse is closed from 8-20 February, and will not send orders during these dates.
Order & Delivery
How long does the delivery take?
Estimated shipping time may vary between 2-6 days within Europe and 4-14 days for countries outside the EU. You can see more accurate delivery times when on the product pages. Note that delivery times may be longer than usual when the parcel reaches the destination country if unexpected delays occur when handed over to the local postal service.
Can I change / cancel an order?
We aim to honor all change or cancellation requests but is not guaranteed. If you contact us before the products are shipped, there is a higher probability for successfully changing or cancelling the order per request.
Why haven’t I received an order confirmation?
Check that the email address you have used to place your order is correct - this is the most common cause of not receiving your order confirmation. It may also be that your e-mail provider has a spam filter that blocks certain emails so be sure to check that folder as well. If your transaction is successful and funds deducted from your account, you can contact us to verify and confirm your order was successful in the system.
Where is my order?
Orders placed aim to be shipped within the next business day (during high volume sales periods dispatch can be longer). In the event that a product you ordered is out of stock, you will be informed by support by email.
If you have not received your order within 7 working days after getting a shipping notice from us, please contact support.
Do you offer worldwide free shipping?
We ship almost anywhere in the world. For some countries, an additional customs fee may apply. Please contact us if you need additional clarifications.
How do I return my Urbanista Order?
A 30-day return policy applies for online orders. To register your return request and reason(s), please contact us before you return the products at [email protected] The return address will also be provided then.
Customers have the right to return the product in its unopened original packaging within 30 days of receipt. Please enclose the order confirmation/receipt along with the unused products in the original packaging. Print the return address clearly on the box.
NOTE: It is your responsibility as a customer to cover the return-shipping costs. If you would like to track your return, please check with your logistics company/post office.
Items bought from authorised retailers cannot be returned to us.
Payment & Security
What payment methods do you accept?
Most major payment methods are offered but can vary for certain markets. At checkout you will be able to see the available payment methods to choose from for your market (e.g., credit card (MasterCard, Visa), Klarna, Swish, PayPal).
Was my payment successful?
For security reasons, the payment process includes several verification stages. The sum owed for your order will be withdrawn from your bank account after the order and the payment have been processed and approved. In the event that no payment is received after submitting the order, Urbanista may automatically cancel your order without notification.
In which currency are the payments made?
All prices include 25% or local VAT in EU countries (where applicable). These prices do not include possible duties and taxes, which are either added or deducted at the checkout.
Urbanista is not responsible for the currency exchange rates used by your bank or credit card company when purchasing from our website. Should you have questions concerning this, please contact your bank or credit card company.
No additional charges apply, except those listed in your basket after completing your purchase. You can pay for your products with your credit or debit card. The amount will be withdrawn from your account immediately after the order is placed.
Is my payment information safe?
Your transaction and payment details are handled by market leading Adyen and Klarna, our secure payment service-provider that upholds strict banking standards. Your credit card details are sent directly to the bank and cannot be read or accessed by any other parties than your bank (not even Urbanista).