Support and FAQs

We hope that your experience with our website is as effortless as possible, however, we do acknowledge that questions may arise.

Where is my order?

This is a question we frequently get asked so we put together a page here and you can check our shipping & delivery.

What is my tracking number?

Tracking number will be sent via email when your order is dispatched (check junk mail too!) Please do reach out if you haven’t received yours after 7 days by contacting us.

Amendments and Cancellations

We process orders quickly and we will do our best to help you with any changes in your order. Please note that once your order has been processed and dispatched, it will no longer be possible for us to make any changes. We can’t guarantee any changes but do contact us or email us at info@urbnzd.co within 24hrs of placing the order if you need any changes to your order.

We Can Change:

- Your delivery details

- Your name

- Your email

- Your phone number

Cancellation

- We cannot cancel your order once it has already been shipped.

- You can view our full refund policy here.

Damaged icon

Will you be bringing back past collections?

We do ship every item with extra care. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

If this happens to you, please reach out with:

- Your order number.

- A picture of the damaged product.

Once received, we'll be happy to send out another free of charge.

Did Not Find The Answer You Were Looking For?

If we still haven't managed to answer your question please feel free to contact us and we'll get back to within 24hrs :)

We hope that your experience with our website is as effortless as possible, however, we do acknowledge that questions may arise.

Where is my order?

This is a question we frequently get asked to we put together a page here and you can check our shipping & delivery. Please note customers are responsible for any customs and tax charges for their order.

What is my tracking number?

Tracking will be available 2-3 days after your order. Please do reach out if you haven’t received yours after 7 days by contacting support.

Ammendments and Cancellations

If you need to makes changes to your order you will need to contact us within 24hrs of placing the order.

We Can Change:
- Your delivery details
- Your name
- Your email
- Your phone number

Cancellations
- You must contact us withing 12-18 hours. - We cannot cancel your order once it has already been shipped. - You can view our full refund policy here.

My Item Arrived Damaged

We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

If this happens to you, please reach out with:
- Your order number.
- A picture of the damaged product.
Once received, we'll be happy to send out another free of charge.
Did Not Find The Answer You Were Looking For?

If we still haven't managed to answer your question please feel free to contact us and we'll get back to within 24hrs :)