Frequently asked questions

How long will it take for my order to arrive?


Usually, we deliver to Europe and the USA between 5-10 days, however, due to COVID-19 we have had to implement new safety guidelines which may cause delays in the supply chain. We are doing everything we can to make sure your orders get to you safely and as soon as possible Depending on your location it can take anywhere from 5 to 40 days to receive your order. Please refer to the guide below for more information: For orders in Europe, Canada and the USA please allow between 5 to 27 days For orders outside Europe, Canada and USA please allow between 10 and 40 days. If you are ordering outside Europe, Canada and USA please contact us first to make sure we deliver to your country.




Do you deliver worldwide?


Yes, we deliver worldwide, however, due to COVID-19 we have had to temporarily suspend deliveries to certain countries until their governments decide it is safe for the supply chain to get back to normal. If you are ordering outside Europe, Canada and the USA please contact us first to make sure we deliver to your country.
Estimated delivery times (during COVID-19) : For orders in Europe, Canada and USA please allow between 5 and 27 days.
For orders outside Europe, Canada and USA please allow between 10 and 40 days.




My parcel is lost in mail.


For packages lost in transit, all claims must be submitted no later than 3 weeks after the estimated delivery date. We will review your claim and contact you with a solution on a case by case scenario. You can submit a claim by simply emailing us at support@urbang.co.uk with the title ''lost package''. When you contact us, please let us know the order number of the lost package.




How can I exchange an item?


To return/exchange an item please contact us at support@urbang.co.uk with more information and one of our team members will get back to you within 2 business days with the instructions. Any returns or problems that occur because of an error on our part will be handled at our expense. If you would like to exchange or return a product without any defect or due to the wrong size being ordered, you may be asked to cover the return fees depending on your location. To be sure you order the correct size, please refer to our size guide.




What if my product arrives damaged?


If something arrives damaged, send a photo of the damaged goods to support@urbang.co.uk, then we'll gladly send a replacement at no cost to you.




How long do I have to submit a claim for a return/exchange?


Any claims for damaged/defective items must be submitted within 3 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 3 weeks after the estimated delivery date. All claims must be submitted by writing an email to support@urbang.co.uk explaining the nature and the reason for your request.




What if my shipping address was wrong?


Please make sure you give us the correct address for delivery. If the recipient's address was wrong, then you are held responsible. Usually, if the currier service can't find the address or the parcel is being refused by the recipient, the package is sent back to the return address. If that happens we will contact you for an updated address. However, If the package was not automatically returned to us, then you would have to process a new order to replace the original.




How can I contact customer support?


We would love to hear from you. If you want to get in touch please email us at support@urbang.co.uk We aim to reply to all emails within 2 business days.