FAQs

Questions about the order

What are the advantages of a customer account?

By creating a customer account, you can access your order history, change billing and delivery addresses or subscribe to / unsubscribe from the newsletter. In addition, further orders can be placed easily and without entering your personal data again. Of course, you can also order from us without a customer account. If you have further questions about your account, please contact us using the contact form.

Which payment options are accepted?

Payment by credit card

You have the choice between VISA, Mastercard and American Express. Payment is made through our partner Stripe. Your credit card details are transmitted via a secure SSL connection and are not stored by us.

Payment by PayPal 

You pay the invoice amount via the online provider PayPal. As soon as the invoice amount has been booked on our account, the goods will be sent to you.

Payment in advance (bank transfer):

Bank details:

Credit Suisse
Urbany's Switzerland GmbH
Account number: 1579102-72-1
IBAN: CH59 0483 5157 9102 7200 1
BIC / SWIFT: CRESCHZZ80A

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 during the order process. 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 a right of withdrawal when purchasing from the Urbany’s shop. The withdrawal 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.

Shipping questions

Which delivery service will my order be sent through?

All orders from Urbany’s are usually sent with DPD or DHL.

Which countries do you ship to and how long does it take?

Urbany’s offers its buyers within the European Union (EU) free shipping. There are additional shipping costs for all orders from abroad. 

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 regarded 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 given by the buyer, Urbany’s assumes no responsibility for the (partial) loss of the shipment. If Urbany’s needs additional information about a delivery address, Urbany’s is entitled to contact the buyer for this additional information. In this case, delivery delays are not excluded.

Urbany’s makes every reasonable effort to deliver the order to the delivery address within the expected delivery period. Urbany’s is not liable for delays in the delivery of an order.

If there is a delay in a delivery or if it cannot or only partially be carried out, the buyer will be informed as soon as possible after the order has been placed. In this case the buyer has the right to terminate the contract free of charge.

Delivery times within the EU

1-3 days

Delivery times outside the EU

6-12 days

How do I return the goods?

You can revoke products that you have ordered in our online shop within 30 days of receiving the goods. Register your revocation using our contact form and send the goods to be revoked within 30 days of registration to the following address:

Urbany’s Switzerland GmbH
c / o SG Spedition Deutschland GmbH
Hauptstrasse 99
D-78244 Gottmadingen
Germany

As soon as we receive this, we will refund the invoice amount to the payment medium you specified when ordering. Please note that the costs for the return shipment are on the buyer's side and that we will not assume these in the event of a cancellation.

Questions from bloggers / influencers / photographers

I am a blogger / influencer / photographer and want to work with Urbany’s, what do I have to do?

We work regularly with bloggers / influencers / photographers on social media. If you are interested in working with us, contact socialmedia@urbanys.com.