We accept the following credit cards: MasterCard, Visa, American Express, Discover, American Express, Diners Club, JCB and Elo. We also accept payment by PayPal, Apple Pay and Google Pay. If you decide to use any of these methods, you’ll be taken to the applicable website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.
FAQ
Payment
- What payment methods do you accept?
- Where is my refund?
What payment methods do you accept?
Where is my refund?
We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.
Ordering and delivery
- Can I place an order without creating an account?
- Where is my order confirmation?
- Why has my order been canceled?
- How do I cancel my order?
- Can I alter my order?
- When will my order arrive?
- What countries do you ship to?
- How much is shipping?
- Can I track my order?
Can I place an order without creating an account?
Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://urbanbower.com/account/register and follow the instructions on-screen.
Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@urbanbower.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
Why has my order been canceled?
We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.
How do I cancel my order?
There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@urbanbower.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.
Can I alter my order?
Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.
When will my order arrive?
Orders that require shipping within the U.S. will be delivered within two to eight days, depending on your preferred shipping method. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.
What countries do you ship to?
At this time we only ship domestically in the US. We are looking to ship internationally in the future.
How much is shipping?
Shipping costs are calculated during checkout and are based on weight, dimensions and destination of the items in the order. If your order value is $100 or more, we provide free shipping within the U.S.
Can I track my order?
Yes. You will be able to check every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.
Returns
- Can I return or exchange an item?
- How do I return an item?
- What do I do if I lose my return label?
- My order has arrived but it’s not as I expected. What can I do?
- How long does it take to return an item?
- Refund Policy
Can I return or exchange an item?
You can absolutely return your item to us, within 30 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
How do I return an item?
Please contact our customer service team via info@urbanbower.com. Urban Bower provides free return shipping providing the return is within the 30-day cancellation period and meets our return criteria, we will issue you with a return label by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item. Urban Bower will refund the value of the goods returned but will NOT refund the value of any original shipping.
What do I do if I lose my return label?
We send return labels by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.
My order has arrived but it’s not as I expected. What can I do?
In the rare event that your order arrives damaged or faulty, please take photos of the product and packaging in question and email our customer service team via sales@urbanbower.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.
How long does it take to return an item?
This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.