Frequently Asked Questions

1. Q: Where is URBN STORE ?
A: We are an online retailer, we do not have any brick and mortar shops in any province in South Africa.
2. Q: What payment methods can I use?
A: We only accept upfront payments via Visa or MasterCard credit or debit cards, manual electronic funds transfer (EFT), Instant EFT or BANK DEPOSITS.
3. Q: Where is my order?
A: When your order has been packed and is ready to ship, you will receive an email or sms with the subject line: ‘Your order is ready to go!’ This email contains a tracking link. Click on this link and BOOM! It will take you directly to our order tracking page
4. Q: How do I exchange an item?
A: Should you wish to exchange your item for a different size, please contact our experienced Customer Support team on whatsapp, 067 813 9413. Unfortunately our Customer Support team is unable to process exchanges for reasons other than size.
5. Q: How do I return the product for a REFUND?
A: Yes, we do offer refunds for damaged items. Refund only valid for 2 days after receiving the product. 
6. Q: Which items cannot be returned?
A: The following products may not be returned: Underwear and earrings may not be returned. 

You may only return swimwear, if the hygiene strip is still in position and it's clear the garment has merely been tried on and not worn. 

We also request that you keep on your underwear when trying on our swimwear. Products that you or any other person has altered, repaired, incorporated to or added to may also not be returned.
7. Q: How do you deliver?
A: We use PostNet to deliver! Delivery takes 2-3 working days.