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FAQS
Phone: 877-45-44-33
Email: shop@store.uk
20 Margaret St, London
Great Britain, 3NM98-LK
Free standard shipping
on all orders in New York
Support forum provider
for over 24h, every day.
FAQs. General Information
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HOW DO I PLACE AN ORDER?
Click on a product of your choice and, if necessary, choose the desired size, color and quantity. You can place the item in your shopping cart via the 'in shopping bag' button. When you have finished shopping, click on the shopping cart at the top right of the screen. You will then see an overview of your order, in which you can change the items if desired. Log in if you already have an account. If you do not have an account, enter your address details. Then choose the desired delivery method and the desired delivery time. Choose a payment method and complete the order.
HAVE I RESERVED AN ITEM ONCE IT IS IN MY SHOPPING CART?
No. Only once payment has been completed will the items be reserved for you.
HOW DO I KNOW IF MY ORDER WAS SUCCESSFUL?
After completing all steps of the ordering process, you will arrive at a confirmation page on which your order number is stated. You will also receive a confirmation of your order by email. If you have created an online account, you can check your order via your account.
CAN I CHANGE MY ORDER?
Unfortunately, it is not possible to change an order online after it has been placed. Of course, you can always contact shop@the-urbanista.com if there is a change.
WHEN CAN I EXPECT MY ITEM(S)?
Orders placed before 4:00 PM Tuesday to Friday will be delivered within 1-2 working days with PostNL. If you have chosen to collect from our store, you will be contacted within 1 working day when your package is ready. Ordered on Saturday or Sunday, delivery takes 1-3 working days. Collection from our store is possible from Tuesday to Sunday.
Once your order has been shipped, you will receive an email with a tracking number so you can view the status of the shipment. If you log in with your online account, you can view the order status of your order. This is not possible when you place an order without an account.
WHAT PAYMENT METHODS DOES THE URBANISTA ACCEPT?
We offer the following payment options:
Apple Pay
Bancontact
iDEAL
Credit card (Visa, Mastercard, Maestro)
Paypal
SOFORT Banking
Credit card information such as credit card number, expiration date, etc., is automatically transferred through an encrypted and secure system to the payment master without the-urbanista.com or others having access to this data.
Even in the event of a possible refund, full credit card details are not visible. If you pay with Visa or Mastercard, there is extra protection through special verification methods (Verified by Visa or Mastercard Secure Code).
HOW DO I USE A DISCOUNT CODE?
As soon as you have filled your shopping cart and proceed to checkout, an overview will appear where you can enter your details, among other things. On the right of this page you can check your order & if you have a discount code you can use it by entering the code in the coupon code screen at checkout and then clicking apply. The code will be implemented automatically. Unfortunately, a discount on discount is not possible. For this reason, discount codes issued are not valid in combination with other discount codes and/or discounts in, for example, the Sale.
WHAT ARE THE SHIPPING COSTS?
Orders placed on working days before 4:00 PM will be posted the same working day. Depending on the postal service, this order will arrive within 1-3 business days. PostNL also delivers on Saturdays, but not on Mondays.
Orders within the Netherlands:
You can have your order delivered by PostNL. When checking out, PostNL allows you to choose from the following shipping methods:
Letterbox package €3.99
PostNL package €5.99
We do not charge shipping costs for orders over €50.
Orders within the Netherlands:
You can have your order delivered by PostNL. When checking out, PostNL allows you to choose from the following shipping methods:
Letterbox package €3.99
PostNL package €5.99
We do not charge shipping costs for orders over €50.
WHICH COUNTRIES DOES THE URBANISTA SEND TO?
Belgium, Germany, England 1 - 4 working days
Orders up to €100 euro €9.00
Orders over €100 receive free delivery
The rest of Europe 2 - 6 working days
Orders up to €150 euro €16.95
Orders over €150 receive free delivery
The rest of the world 4 - 10 business days*
Orders up to €250 euro €32.50
Orders over €250 receive free delivery
*We also ship internationally with PostNL on a carriage paid, exclusive of duties basis. This means that we only take care of the payment of the shipment and therefore not of duties, taxes and other import levies and costs of the customs formalities to be completed. Customers outside the EU do not pay VAT on the purchased goods.
Orders up to €100 euro €9.00
Orders over €100 receive free delivery
The rest of Europe 2 - 6 working days
Orders up to €150 euro €16.95
Orders over €150 receive free delivery
The rest of the world 4 - 10 business days*
Orders up to €250 euro €32.50
Orders over €250 receive free delivery
*We also ship internationally with PostNL on a carriage paid, exclusive of duties basis. This means that we only take care of the payment of the shipment and therefore not of duties, taxes and other import levies and costs of the customs formalities to be completed. Customers outside the EU do not pay VAT on the purchased goods.
HOW LONG WILL IT TAKE BEFORE I RECEIVE MY ORDER?
We will of course do everything we can to send your package as quickly as possible. You will therefore always receive an email as soon as your package leaves our office. This way you know exactly when your new acquisition(s) are on their way to you.
However, during sales and other promotions, orders may be shipped 1 to 2 days later, so keep this in mind!
From time to time we have promotions with free shipping costs. During these promotions, shipping costs will not be charged or deducted from the total amount by entering a discount code. It is your own responsibility to pay attention to which method is used.
We also ship internationally with PostNL on a carriage paid, exclusive of duties basis. This means that we only take care of the payment of the shipment and therefore not of duties, taxes and other import levies and costs of the customs formalities to be completed. Customers outside the EU do not pay VAT on the purchased goods.
However, during sales and other promotions, orders may be shipped 1 to 2 days later, so keep this in mind!
From time to time we have promotions with free shipping costs. During these promotions, shipping costs will not be charged or deducted from the total amount by entering a discount code. It is your own responsibility to pay attention to which method is used.
We also ship internationally with PostNL on a carriage paid, exclusive of duties basis. This means that we only take care of the payment of the shipment and therefore not of duties, taxes and other import levies and costs of the customs formalities to be completed. Customers outside the EU do not pay VAT on the purchased goods.
CAN I PICK UP MY ORDER?
You can also choose to collect your order from our store in Alkmaar, which is free. You can select this option when checking out. You will receive an email when your order is ready for collection. This is usually the same day.
HOW DO I RETURN MY ORDER?
Is your order not quite what you expected? Too bad, but no problem returning it. At The Urbanista you always have the option to return your order within 14 days of the invoice date. You must notify us by email within 24 hours of receipt which items you wish to exchange.
NB! Earrings cannot be returned for hygienic reasons.
Returns are quite simple. Send the items including the packing slip and a completed returns form (form available for download in Returns tab in footer) to the address below:
The Urbanista
Hekelstraat 7
1811 BL ALKMAAR
the Netherlands
After receiving your return shipment, the amount will be immediately refunded to the (bank) account / credit card used when placing the order. This takes a maximum of 7 working days.
Please note that The Urbanista will only process returns if they are returned in their original condition including labels & packaging. Damaged and/or used items will be refused and returned.
Both the costs and the risk of shipping are for your own account in the event of a return. Where possible, non-identifiable returns will be returned to the sender and will not be refunded. Always include your return form or a note with your name and order number with your return shipment. Without data we cannot process your return!
You can also return your order free of charge via our Store in Alkmaar, otherwise you will pay return costs.
NB! Return costs are your own responsibility, so they will not be reimbursed by you
The Urbanista .
NB! Earrings cannot be returned for hygienic reasons.
Returns are quite simple. Send the items including the packing slip and a completed returns form (form available for download in Returns tab in footer) to the address below:
The Urbanista
Hekelstraat 7
1811 BL ALKMAAR
the Netherlands
After receiving your return shipment, the amount will be immediately refunded to the (bank) account / credit card used when placing the order. This takes a maximum of 7 working days.
Please note that The Urbanista will only process returns if they are returned in their original condition including labels & packaging. Damaged and/or used items will be refused and returned.
Both the costs and the risk of shipping are for your own account in the event of a return. Where possible, non-identifiable returns will be returned to the sender and will not be refunded. Always include your return form or a note with your name and order number with your return shipment. Without data we cannot process your return!
You can also return your order free of charge via our Store in Alkmaar, otherwise you will pay return costs.
NB! Return costs are your own responsibility, so they will not be reimbursed by you
The Urbanista .
HOW TO RETURN DURING SALE?
Slightly different rules apply during the sale than normal. What you should take into account during the sale is the following:
If you have ordered an item and it later goes on sale, we can unfortunately no longer apply the discount retroactively. It is of course possible to return Sale items, the amount paid will then be refunded.
During stack sales, you are often no longer entitled to the stack discount when you return an item. In that case, we will still accommodate you by giving you a voucher in the form of a discount code for the value of the returned item. So you get your money back.
Discount on discount is not possible, so unfortunately discount codes do not apply to sale items.
WILL I GET THE TOTAL AMOUNT REFUNDED?
After receiving your return shipment, we will immediately refund the amount to the (bank) account/credit card used when placing the order. This takes a maximum of 7 working days.
The shipping costs (these are the costs you pay when the product is sent from us to you) will only be refunded when the entire order is returned. If part of the order is returned, shipping costs will not be reimbursed.
Please note: the return costs (these are the costs you pay for returning the order to us) are for your own account! Another option is to return your order free of charge in our store in Alkmaar.
WHAT SHOULD I DO IF MY ORDER IS INCORRECT?
We will solve this for you as quickly as possible! Contact us by email:
shop@the-urbanista.com or call: 072-531 62 50 . Clearly state your name, order number and the items involved. Then we can help you as quickly as possible and solve it for you!
shop@the-urbanista.com or call: 072-531 62 50 . Clearly state your name, order number and the items involved. Then we can help you as quickly as possible and solve it for you!
CAN I RETURN MY ORDER AS A MAILBOX PACKAGE?
Yes, that's possible. However, the risk of this is yours. Unfortunately, it sometimes happens that a letterbox package gets lost. Without a track & trace code we cannot provide a refund or compensation for the missing package.
We therefore advise you to send your return as parcel post and to keep your track & trace code. This is your shipping receipt!
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