What payment methods do you accept?
Urban Industry accepts Mastercard, Visa, Visa Debit, Amex, Shopify Payments. They accept PayPal and Amazon Pay.
Can I track my order?
Your tracking details will be emailed to you when your order is dispatched.
Can I change my delivery address?
If your parcel has not yet been packed in the warehouse, we may be able to change your delivery address. They can only change your delivery address if they have sent it to that address before. Or if the address is a valid work address. You may be asked to replace your order if it is to be shipped to another residential address. Please email them as soon as possible.
Will I have to pay customs charges?
Unfortunately, they have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to them due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
Can I change or cancel my order?
They are able to change or cancel orders in accordance with the Distance Selling Regulations. If your order has been placed, but not dispatched, they will make the change or cancellation straight away wherever possible. Please email, or call Customer Service team +44(0)1323 412444 for assistance. They will always do their best to change orders but they can make no guarantees.
How long will it be before I am refunded?
Once you have received your email stating that we have processed your refund. Your refund should show in your account between 1-5 days depending on who you bank with.