FAQ

Get answers to frequently asked questions.

Shipping

What countries do you ship to?

We ship worldwide, except for locations not covered by primary shipping providers like FedEx, UPS, and DHL. Your satisfaction is important to us, and we are always looking for ways to extend our reach and improve our services.

How long will it take to receive my order?

We partner with the world's best shipping and logistics providers, using AI and skilled staff to diligently select the best options for you.

For ready-to-wear items, including luxury and signature boutique brands, we take 1-4 days to process orders, ensuring each item undergoes a quality check to bring you the best products from around the world. Shipping takes an additional 1-7 days, depending on the location. Most ready-to-wear items are shipped within 3-10 days. Faster shipping options might be available at checkout for an additional charge, offering you more choice.

We also offer made-to-order or customized items for both fashion and decor. Please refer to the product description for more details on particular items. Delivery times can vary, but most orders, including custom orders, are shipped within 1-4 weeks.

For more details, please refer to our shipping and refund policy. You can reach out to our customer support team at customercare@urbanheer.com.

Do you provide priority shipping?

Absolutely! We're excited to introduce our new service that offers instant processing and 1-2 day priority shipping exclusively on select items. This special offer is valid for limited items that carry the 'Priority Delivery' tag on their product images. Get ready to receive your orders faster than ever before!

Order Tracking

How can I check the status of my order?

ou can check the status of your order by logging into your account on our new mobile app, available for both Apple and Google devices, or on the accounts page on our website. With the mobile app, you will receive order notifications and can easily visit the 'Orders' section. Click on the specific order you want to track to see its current status and tracking information.

Click on Your Urbanheer Account

Direct link to track your shipment: Urbanheer Tracking

What are the different stages my order goes through?

At Urbanheer, we strive to keep you informed at every step of the order process. Here are the stages your order will go through:

Order Received: Your order has been successfully placed and confirmed. You will receive an email confirmation with your order details.
Order Preparation: We are preparing and packaging your items for shipping. This includes picking items from inventory, conducting quality checks, and securely packing them.
In Transit - International Shipping: If your order is being shipped internationally, it has left our warehouse and is on its way to your country. This stage may involve multiple carriers and customs processing.
In Transit - Domestic Shipping: For domestic orders, your package has left the warehouse and is being transported within the same country by our shipping partners.
Out for Delivery: Your order is with the local delivery carrier and is expected to be delivered to your address soon.
Delivered: Your order has been successfully delivered to your specified address. If you are not home, the carrier may leave a notice with further instructions.

How can I get real-time updates on my order?

For real-time updates on your order status, download our Urbanheer app.

Apple App Store: Download
Google Play: Download

You'll receive notifications and can track your order directly from your mobile device.

Returns

Are returns accepted, and what's the return timeframe?

Yes, enjoy a hassle-free and flexible return experience with us. Eligible items can be returned within 30 days of receiving your order, provided they are in the same condition as received, unworn/unused, with tags attached, and in their original packaging. For specific exceptions and final sale items, please refer to our detailed return policy.

Click on Your Urbanheer Account

Direct link to track your shipment: Urbanheer Tracking

How do I handle refunds and returns?

We aim to make the refund and return process as simple as possible. Here are the steps involved:

Return: If you need to return an item, initiate the return process through your account on our website. The item(s) will be sent back to our warehouse for inspection and processing. We will notify you once we receive and process your return.
Exchange: If you requested an exchange for a different size, color, or product, the original item is being returned, and a new item is being prepared for shipment.
Refund for Out of Stock: If an item you ordered is out of stock and cannot be fulfilled, a refund will be processed for you. You will receive an email notification once the refund is initiated.
Refund with Gift Card: Refunds can be issued via gift card as a goodwill gesture or preference instead of a direct monetary refund. The gift card can be used for future purchases on our website.
High Risk Cancellation: Orders flagged as high risk (possibly due to fraud detection) may be cancelled to prevent any issues. You will be notified and refunded if this occurs.
Customer Information Pending: Additional information or clarification is needed from you before we can proceed with your order. Please check your email for any requests from us.
Alternate Options & Gift Card: If we cannot fulfill your order as requested, we will offer you alternate options or a gift card as compensation.

How long will it take to receive my refund?

Refunds are processed within 7 days from when we receive the item(s). For out-of-stock or order cancellations, refunds are processed within 1-2 days. You will receive a confirmation email once the refund is issued. Depending on your bank, it may take some time to reflect on your statement.

If you face any delays or have questions, please contact us at customercare@urbanheer.com and we will take care of it for you.

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