Frequently Asked Questions (FAQs)
Questions about the order
What advantage does a customer account give me?
By creating a customer account, you can access your order history, change billing and delivery addresses or subscribe/unsubscribe to the newsletter. In addition, further orders can be placed easily and without having to re-enter personal data. Of course, you can also order from us without a customer account. If you have any further questions about your account, please contact us using the contact form.
Which payment options are accepted?
payment with credit card
You can choose between VISA, Mastercard and American Express. Payment is made via our partner Stripe. Your credit card details are transferred via a secure SSL connection and are not stored by us.
Payment via PayPal
You pay the invoice amount via the online provider PayPal. As soon as the invoice amount has been credited to our account, the goods will be shipped to you.
Payment in advance (bank transfer):
Bank details:
Credit Suisse
Urbany's Switzerland GmbH
IBAN: CH23 0483 5157 9102 7100 0
Your order will be shipped as soon as we receive your payment. Please note that the transfer can take different times depending on the bank.
Important: Please use your order number as the reason for payment when making the transfer.
How can I use a voucher?
If you have received a voucher, you can redeem it when completing your order. Only one voucher can be redeemed per order.
Can I change my order after I have placed it?
Our ordering and shipping processes are automated. Your order will be processed and shipped within a very short time. We can therefore guarantee fast delivery times, but cannot make any subsequent changes.
Can I cancel my order?
You have the right of withdrawal when purchasing through the URBANY'S shop. The cancellation period is 30 days from the day of receipt of the goods. If you want to cancel your order, please contact our customer service in advance. You can find the contact form in the Contact/Customer Service section. A refund of the purchase price is no longer possible after the deadline has expired.
Questions about shipping
Which delivery service will send my order?
All URBANY'S orders are shipped within the European Union (EU) with DHL.
Which countries are shipped to and how long does shipping take?
URBANY'S offers free shipping to its buyers within the EU. Additional shipping costs apply for all orders outside the EU.
All delivery conditions mentioned on the website (shipping days, delivery time in working days, shipping date, etc.) are to be understood as estimates and are not to be considered as final or guaranteed delivery times.
The buyer is responsible for entering the delivery address correctly. If the shipment of an order fails due to an error in the delivery address provided by the buyer URBANY'S accepts no responsibility for the (partial) loss of the shipment. Needed URBANY'S provides additional information regarding a delivery address URBANY'S is entitled to contact the buyer for this additional information. In this case, delivery delays cannot be ruled out.
URBANY'S will make all reasonable efforts to deliver the order to the delivery address within the expected delivery time. URBANY'S is not liable for any delay in delivery of an order.
If there is a delay in a delivery or if it cannot be carried out or can only be carried out in part, the buyer will be informed of this as soon as possible after placing the order. In this case, the buyer has the right to terminate the contract free of charge.
You can find more information about shipping here.
Delivery times within the European Union (EU)1-3 days
How do I return the goods?
You can cancel products that you have ordered in our online shop within 14 days of receiving the goods. Register your cancellation using our contact form and send the goods to be canceled within 14 days of registration to the following address:
URBANY'S
c/o acut fulfillment
Motzener Str. 36-38
12277 Berlin
Germany
As soon as we receive this, we will refund the invoice amount to the payment method you specified when ordering. Please note that the costs for return shipping are borne by the buyer and we will not cover them in the event of a cancellation.
Questions from bloggers/influencers/photographers
I am a blogger/influencer/photographer and would like to join URBANY'S cooperate, what do I have to do?
We regularly work with bloggers/influencers/photographers on social media. If you are interested in working together, please contact socialmedia@urbanys.com .
