FAQ
PAYMENT
How can I make payment for the order?
We accept payment through the Razorpay payment gateway, where you make payment by Credit/Debit Card, Paytm, UPI ID, Wallet ID & Net banking.
Is it safe to pay through your website?
The payment is collected through the payment gateway which uses a secure and encrypted server to ensure that your private data is not compromised and no unauthorized person can access your sensitive payment data.
Why my payment was declined?
If you receive notification that your credit or debit card or other payment method has been declined, please contact your issuing bank or payment provider.
Before doing so, please ensure that:
– the card details or payment information entered are correct.
– the 3 or 4 digit security number is correct
– your credit or debit card has not expired
What Should I do if the amount got debited from my account but I have not received the order confirmation mail?
We are sorry that sometimes, due to unforeseen reasons, the amount might be debited from your account but wouldn’t have been received by us yet.
Please send us an email to contact@urbanide.in, we will sort out the issue for you.
CANCELLATION
Can I cancel my order?
To cancel the order, please email us at contact@urbanide.in within 24 hrs of placing an order.
Any request for cancellation after 24 hrs will not be taken into consideration.
When can I expect a refund for my canceled order?
We initiate the refund immediately upon cancellations and it will reflect in your account, e-wallets, or whichever payment mode is used when purchased, within 7 to 10 working days.
SHIPMENT & DELIVERY
What are the delivery times and shipping costs?
We offer complimentary shipping. Average delivery time: 3-5 business days. Please note for security reasons, your purchases will require a signature upon delivery.
How can I track orders?
You will receive an email with your tracking number and courier tracking link once your order has been shipped.
You can also track your order using Track Order Page, enter your order ID and email address, a tracking number along with the courier tracking link will be displayed. Please click on the link to track your package.
Please note that Urbanide will not be responsible for delivery delays due to unforeseen circumstances beyond our control, such as delays due to severe weather, natural disasters or strikes.
What should I do if I miss my order delivery?
Our courier delivers from Monday to Friday during business hours and will make three delivery attempts. After the third failed attempt, your order will be returned to our warehouse. Delivery fees will be charged to resend the order to your address.
RETURNS & EXCHANGE
Can I return the product?
A product once bought cannot be returned, but you can exchange the product.
What is your Exchange policy?
Our exchange policy differs for each scenario:
If the product has any manufacturing defect or the wrong product was sent then urbanide is liable to accept the product without any exchange fees.
We maintain a strict quality control team, where a quality check is done on the returned product, and on approval of manufacturing defect, we will either repair the product or replace it with a new product.
If you want to exchange the product due to personal preferences such as different products, sizes, or colors an exchange fee of Rs 300 (Pan India) will be charged to ship the product to your address.
What is the procedure to exchange a product?
To process an exchange, please follow the instructions below:
Email us the order ID,order details and reason for exchange to contact@urbanide.in within 7 days of the delivery.
Make sure your item(s) are returned in their original condition with all tags intact along with a purchase proof and place the item(s) in the original packaging and shipping box.
Our courier agent will pickup from your address.
Once your package reaches our warehouse, please allow 3 to 5 working days for your exchange to be processed. If your exchange does not meet the conditions listed, the package will be sent back to you.