Frequently Asked Questions

Check most frequently asked questions here
Shipping and Delivery Account The Ordering Contact & Customer Service Returns & Warranty
Shipping and Delivery
1. What happens if I’m not at home when my order is delivered?

Don’t worry! If you’re not home, the local courier will reattempt delivery the next day. You can also check your tracking updates anytime here.

2. What should I do if my package is delayed?

Please allow 7–15 business days for delivery. If your order hasn’t arrived after that window, contact us at support@urbanfetch.shop and we’ll sort it out right away.

3. My package has arrived damaged. What now?

Snap a photo of the damaged product and email it to us at support@urbanfetch.shop within 7 days. We’ll send a replacement or issue a full refund—no stress.

4. What are the shipping costs?

We offer free standard shipping on most orders! Any premium or express delivery options will be shown at checkout.

5. What is the delivery time?

Orders are delivered in 4-7 business days, depending on your location and shipping method.

6. I received the wrong product, what should I do?

We’re so sorry! Please email a photo of the wrong item to support@urbanfetch.shop , and we’ll send the correct one right away.

7. Do I get a tracking code?

Yes! As soon as your order ships, you’ll get a tracking number by email. You can also track your order anytime here.

8. Can I change my delivery address after placing an order?

If your order hasn’t been processed yet, we can still update the address. Email us ASAP at support@urbanfetch.shop with your order number and new address.

9. Do you ship abroad?

Currently, we ship to the United States and Canada. We’re working on expanding soon—stay tuned!

10. Can I cancel my order?

Yes, if it hasn’t been fulfilled yet. Please email us within a few hours of placing your order and we’ll do our best to cancel it in time.

Account
1. Do I need an account to place an order?

Nope! You can check out as a guest. But creating an account lets you track orders, view history, and speed up future checkouts.

2. I forgot my password. What should I do?

Click “Forgot Password” on the login page and follow the instructions. Still having trouble? Reach out to us at support@urbanfetch.shop

The Ordering
1. Can I cancel or change my order after placing it?

Yes, but only if your order hasn’t been processed yet. Email us at support@urbanfetch.shop as soon as possible and we’ll try to help.

2. Can I use a discount code on my order?

Absolutely! Enter your discount code at checkout before payment. If it doesn’t apply, email us and we’ll assist you.

3. How do I know if my order went through?

You’ll receive a confirmation email with your order number and details. If you don’t see it, check your spam folder.

4. Why didn’t I receive an order confirmation email?

Check your spam/junk folder. Still nothing? Contact us at support@urbanfetch.shop with your name and we’ll confirm your order manually.

5. Can I add items to an order I already placed?

Unfortunately, orders can't be modified once placed. Please make a separate order for additional items.

Contact & Customer Service
1. How can I contact you?

You can email us at support@urbanfetch.shop. We usually respond within 24 hours (often much faster!).

2. When will I get a reply?

Most emails are answered within 24 hours, Monday to Saturday. We’re here to help!

Returns & Warranty
1. What is your return policy?

We offer a 30-day money-back guarantee. If you're not happy, contact us at support@urbanfetch.shop and we'll help you with a return or refund.

2. How do I return a product?

Email us your order number and reason for return. We'll provide return instructions and handle it from there.

3. How long does a refund take?

Refunds are usually processed within 5–7 business days after we receive the returned item.

4. I received the wrong product, what should I do?

We're sorry! Send a photo of what you received to support@urbanfetch.shop, and we’ll ship the correct item or refund you—your choice.

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