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❓ Frequently Asked Questions (FAQ)
1. Orders & Shipping
📦 What shipping options do you offer?
We offer the following shipping options:
- Standard Shipping – Estimated delivery within 3-7 business days.
- Express Shipping – Estimated delivery within 1-3 business days.
Shipping times may vary based on location and order volume.
🌍 Do you ship internationally?
Yes, we offer worldwide shipping. Shipping costs and delivery times depend on the destination. Any additional customs fees or import taxes are the responsibility of the customer.
📍 How can I track my order?
Once your order is shipped, you will receive a confirmation email with a tracking number and a link to track your package. You can also check the status of your order in the "My Account" section.
🚚 How much does shipping cost?
Shipping costs depend on your location and the selected shipping method. You can view the exact cost at checkout before completing your purchase.
⏳ What if my order is delayed?
If your order is delayed, please check your tracking information for updates. If you experience a significant delay, contact our customer service team for assistance.
2. Payments & Security
💳 What payment methods do you accept?
We accept multiple secure payment methods, including:
- Visa, Mastercard, American Express, and other major credit/debit cards
- PayPal
- Apple Pay & Google Pay
- Klarna, Afterpay (for installment payments, if available)
🔒 Is my payment information secure?
Yes, we use industry-standard encryption to ensure that all transactions are secure and your personal information remains confidential.
💰 Do you offer installment payments?
Yes, we offer Klarna/Afterpay for eligible customers, allowing you to split your payment into interest-free installments. Check for availability at checkout.
🛍️ Do you offer gift cards?
Yes! We offer digital gift cards in various amounts. They can be used for any purchase on our website.
3. Returns & Refunds
🔄 What is your return policy?
We accept returns within 30 days of receiving your order. Items must be:
✔ Unused, unworn, and in original condition
✔ Returned with original packaging and tags attached
🚚 How do I start a return?
To initiate a return, please follow these steps:
- Visit our Returns Portal and enter your order details.
- Select the items you wish to return.
- Print the provided return label and ship your item back to us.
📅 How long does it take to process a refund?
Once we receive your returned item, refunds are processed within 30 business days. The amount will be credited back to your original payment method.
🆓 Do you offer free returns?
Returns are [free/purchased by the customer]. The cost of return shipping will be deducted from your refund unless the return is due to a defect or error on our part.
❌ Can I cancel or modify my order after placing it?
We process orders quickly, so we can only make changes or cancellations if the order has not yet been shipped. Please contact us immediately if you need modifications.
4. Products & Availability
📏 How can I find the right size?
Each product page includes a detailed Size Guide. If you need additional assistance, feel free to contact us.
🔔 Do you restock sold-out items?
Some items may be restocked. You can sign up for a restock notification on the product page to be notified when an item becomes available again.
🛒 Can I preorder items?
For select products, we offer preorders. If available, you’ll see a "Preorder" option on the product page. Estimated delivery dates will be provided.
🔬 Are your products sustainable or eco-friendly?
We are committed to sustainability and partner with brands that prioritize eco-friendly materials and ethical production. Look for the "Sustainable" label on product pages.
5. Discounts & Promotions
🎉 Do you offer first-time customer discounts?
Yes! Sign up for our newsletter to receive a 5% discount on your first purchase.
🎟️ How do I apply a discount code?
Enter your promo code at checkout in the "Discount Code" field and click "Apply.". Only one discount code can be used per order.
💸 Can I use multiple discount codes on one order?
No, only one promo code can be applied per order.
🛍️ Do you offer bulk discounts?
For wholesale or bulk purchases, please contact our support team for custom pricing.
6. Customer Support
📩 How can I contact customer service?
You can reach us via:
📧 Email: support@urbanmoda.pl
📞 Phone: +48474548634
💬 Live Chat: Available on our website during business hours
⏳ What are your customer service hours?
Our support team is available:
📅 Monday - Friday: 9 AM – 6 PM (GMT)
📅 Saturday - Sunday: Closed
📍 Do you have a physical store?
We are an online-only store, but we offer fast and reliable shipping worldwide.
7. Account & Membership
👤 Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to:
✔ Track orders easily
✔ Save your shipping details for faster checkout
✔ Get exclusive offers and early access to sales
🔑 I forgot my password. How can I reset it?
Click "Forgot Password" on the login page and follow the instructions to reset your password via email.
8. General Questions
📜 Where can I find your store policies?
You can view our:
- Shipping Policy [insert link]
- Return & Refund Policy [insert link]
- Terms & Conditions [insert link]
- Privacy Policy [insert link]
🎁 Do you offer gift wrapping?
Yes! We offer premium gift-wrapping services at checkout.