Do I need an account to place an order?
No, you don’t. You can decide to place an order as “New Client” or as “Registered Client”. As New Client, you are not required to register an account but only to complete the checkout process as a Guest and fill in all the requested fields for delivery, invoicing, and payment; you will always have the chance to add a password and complete the account creation at the end of the checkout. As Registered Client, the account has already been created and you can log using your e-mail and password. If you are not registered yet but would like to, click on the top right icon, and select the option “Create Account”.
I have forgotten the password/my personal log in credentials: how can I recover them?
You can recover these details in the Account registration e-mail. If you cannot find this message in your inbox, simply click on the link “Password Forgotten” of the login page and you will receive an email with a link to reset the password. Once you logged in, you can always change your password in “My Account” section. Remember that the user is your full email address.
What if my Item is missing?
If there is an item missing from your order, it may mean this item was out of stock. In this case, we will have emailed or phoned confirming this and your refund for this item will be processed. If you have not received an email, please email us at firstname.lastname@example.org quoting your order reference number. All packages are recorded for weight before they leave and each package has recorded CCTV footage of the contents packed. We also have the weight recorded just before delivery is made, so we are able to track that the correct amount of items in the package.
What if My Order Has Been Tampered With?
If you feel your delivery has been tampered with, or looks as if it has been opened/resealed you should refuse the parcel and not sign for it. Claims made for missing items after you have signed for it will be refused. If you feel theft has taken place, please contact us on receipt of your parcel to let us know either via email or telephone. After you have confirmed details with us, we will launch an investigation and offer further support for evidence if you wish to take it further to trading standards. Please note: We are not responsible for any package after you have signed for it.
What if You've Sent Me The Wrong Item(s)?
If you have been sent the wrong item please email us at email@example.com once investigated we will send you a free returns label to then amend your order. If the item is out of stock for any reason, we will contact you to arrange an alternative.
If for some reason your order contains a faulty item please contact the sales team immediately and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair. Please note, this is not valid if the item has been worn/washed. Please note that you should return faulty/incorrect items using 1st Class postage – Recorded Delivery. We can not refund the costs for express or next day delivery and if you choose to send the item(s) in this way we will refund the standard postage of £3.95 only.
International customers, please note we will refund your postage costs for a faulty item, please use a standard delivery that is secure and signed for. Postage reimbursement is limited to £9.95.
When will an item become available again?
We can not say for sure if and when an item will become available again. The availability of an item depends on the manufacturer brands.
Can I change or cancel my order?
We are happy to change or cancel orders in accordance with the distance selling regulations. Please call us or email us as soon as possible to arrange order amendments or cancellation. We will aim to amend any orders before packing or dispatch. If we have already dispatched the order, then we will have to wait until you return the item(s) back to us for an exchange or refund.
Please note if the cancelled item is already on the way to you via a courier and you have notified us in accordance to the distance selling regulations, we request you send our goods back before we refund you. You are in full right to a refund of the product, but we are also in the right to charge a postage and packaging fee of our costs incurred. If you are cancelling your purchase you can also opt to not accepting it from the courier as it will make it’s way back to us. However there is no set time on how long it takes, so if you need a quick refund on your cancellation then accept the parcel and arrange your own suitable method of return.
Can I place an order using my smartphone or my tablet?
Absolutely yes: our website is optimized for all the mobile devices and you can easily and safely shop from your smartphone.
Which payment methods are available?
We accept payments through all major debit and credit cards as well as PayPal and Klarna.
Is it safe to pay with credit cards?
The payments by credit card are completely safe because transactions are processed through paymentsense which is authorised and regulated by the Financial Conduct Authority (FCA FRN 738728) and under the Electronic Money Regulations 2011 (FCA FRN 900925) for the issuing of electronic money and provision of payment services.
Paymentsense is registered with the Information Commissioner’s Office (ICO), the data protection regulator in the UK, to use personal data and their registration number is Z1683152.
Which currencies are used for payments?
Payments and refunds for worldwide shipment are processed and invoiced in pound (£). Please be informed that possible transfer fees, as well as bank service charges, might be charged to the customer, since all transactions are processed in pounds. If the customer is charged transaction fees by their bank due to exchange rate we will not refund those charges.
What happens with customs and import charges outside The UK?
Please note we are not able to devalue any invoices or mark as ‘gift’ in order to help you avoid your countries custom’s and duty charges. Any customs or import duties are charged once the parcel reaches it’s destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, please check this ahead of your order to avoid surprises.
Are VAT and custom duties refundable?
No, VAT and custom duties paid before the delivery in order to get the custom clearance cannot be refunded. As the addressee, you are liable for all import duties, customs and local sales taxes charged by the country you are shipping to, since they are not included in the price you see at the checkout.
How can I calculate taxes and duties fees?
The payment of taxes is necessary to release your order from customs on arrival. We are unable to provide an estimate of these charges, since they are calculated by the local custom offices.
Which countries do we ship to?
All countries, all over the world, from our warehouse located in UK.
How much will delivery cost?
The shipping cost depends on the destination country and it is calculated at the checkout while you fill in required data, so it’s possible to check this amount on the summary of the order before the payment. You can check the complete table rates in the Shipping Policy. For extra EU shipments, customs may apply additional costs (consumption tax, import tax and custom duties), at their complete discretion, that will be charged on the customer and required by the carrier at the time of delivery. Urban Junction has no control over these charges, which may vary considerably from country to country. For further information, we invite you to contact the customs authorities in the destination country.
When will my order be shipped?
All our orders are despatched within 24/48 hours from the purchase confirmation. If it will be necessary more time during the preparation of your package, our Customer Care will notify you.
How long does delivery take?
The delivery to Italy and to EU countries will take from 1 to 3 days from the moment the parcel leaves our warehouse. Extra EU shipments will be delivered normally in 3/4 days, please consider that possible custom checks may cause delays in the delivery. Our Customer Service monitors all the shipments to solve any potential problem. The dispatch of the orders paid by bank transfer may take longer, until the transfer is cleared. For specific information about delivery timings you can refer to the table in the Shipping Policy.
Can you change your delivery address?
On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone must be shipped to the billing address. If the order has been dispatched, then the delivery address can not be changed.
Do the couriers deliver during non-working days and bank holidays?
No, they don’t. All the couriers deliver during working days.
How can I track my order?
As soon as the parcel leaves our warehouse, you will receive an e-mail with the tracking number and a link to monitor the shipment.
Which courier will delivery my order?
We chooses automatically qualified couriers depending on the destination country. We mainly use royal mail for UK, FedEx for USA and Canada and DHL for the rest of the world.
Returns and Refunds
Is it possible to return the goods?
Yes, It is possible to ask the return within 14 days from the receipt of the goods, as long as the item is unworn and is in its original packaging with all the tags intact.
In case the purchase is related to underwear, please note that we are unable to accept returns due to health or hygiene reasons.
How can I ask to return an article?
It’s necessary to ask for the authorization of the Customer Service and a Return Code by emailing us at firstname.lastname@example.org
How can I prepare the package for the return?
We suggest you to re-use the same box you received with the goods, sealing it with packing tape. We remind you that the products must not have been used, worn, damaged or altered in any way and the original label must still be fixed to the garments. If the return conditions are not wholly or partially met, we reserves the right to refuse the return.
Which courier can I use for the return?
For UK deliveries you can use Royal Mail signed for service, for international returns we recommend you insure the product as we are not responsible for the item lost in transit and use your local courier.
Who pays the shipping costs of the return?
The shipping costs of the return will be charged on the customer and will be deducted from the refund, unless the products ordered were faulty or our warehouse made a shipment mistake.
Can I ask for an exchange for wrong size?
We suggest you to return the wrong item, following the Return procedure, and place a new order to purchase the right size. You will receive the refund using the payment method used at the time of purchase.
Can I return a faulty item and request the substitution?
If you received a faulty item, you are kindly invited to contact immediately the Customer Service by sending some pictures of the damaged item via email at email@example.com and we will send you another item, if available, or refund it.
Can I return an item I don't like?
Yes, you can. Please get in touch by emailing at firstname.lastname@example.org.
When and how does the refund occur?
The refund will be done using the payment method used at the time of purchase. We will refund as quickly as possible.