FAQ - PRODUCTS
Which clothing size should I get?
Some of our items fit true to size, however other items have a boxy fit. Therefore, we recommend you take a look at the product page of the item you're interested in for specific sizing information.
Can you give more information about a specific product?
Definitely! Get in touch with us via chat, phone or mail when you desire more information about a product. We are happy to help!
The item I want is out of stock. Will it be restocked?
We're sorry that the item that you are interested in is out of stock. Occasionally, depending on the style, items and sizes are restocked. On the product page, you can subscribe yourself to get notified when your item is back in stock.
How do I take care of my items?
All items in our collections come with a care label. We strongly recommend you to always follow the instructions on this label. If you have additional questions or you want further advice, please get in touch with us via phone or mail.
FAQ - ORDERS & DELIVERY
I didn't receive an order confirmation. Why not?
It can take up to two hours after you have placed your order for you to receive the confirmation email. Please also check your spam inbox.
If the payment has been processed and you haven’t received a confirmation email after two hours, please get in touch with us via Jayden@urbannarrativesclothing.com
I made a mistake with my shipping address. What can I do?
Everybody makes mistakes! When you accidentally filled in the wrong address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed.
I am expecting a parcel but it has not been delivered. What happened?
We’re sorry to hear that your parcel hasn’t been delivered yet, but don’t worry! Always check the tracking link you've received via email. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.Is the delivery address correct and is the estimated delivery time unchanged? Then please check your email to see if you received a note from your shipping company. The package may have been delivered to your neighbours’ or your delivery window may have been rescheduled.In case there is an issue with the delivery of your order or your parcel has not been delivered, please get in touch with us via chat, phone or mail. We will look into the whereabouts of your parcel to ensure a quick delivery.
What is the delivery time of my order?
We offer the following shipping schedule:
Deliveries within The Netherlands: All orders placed before 9 pm on working days, will be delivered within the next 1 to 3 working days. We offer standard shipping to your preferred address or you can pick up your order at a local PostNL Pick-up point whenever suits you best. Please be advised you will need to show an ID document when picking up your order.
Deliveries within Belgium, France, Germany, Luxembourg: From 5 to 9 working days.
Deliveries within Europe: From 7 to 10 working days.Deliveries to all other countries: From 9 to 12 working days.
How will my order be shipped?
We will ship your order in a polybag or in a box, depending on the size and number of items that are in your order.
FAQ - RETURNS
What is your returns policy?
Our returns policy allows you to return products unused within 14 days after the delivery. You can open the parcel and check the contents. Once we've received your returned item(s), we will refund the purchase amount as soon as possible. Returns will only be accepted when items are unused, unwashed, with all original Urban Narratives labels attached and in the original packaging.
My return arrived at your warehouse more than 14 days ago, but I did not receive any updates. What should I do?
We are very sorry that you have not yet received any updates concerning your return. Could you please get in touch with us? Please keep your order number and tracking code ready, so we can help you quickly.
When can I expect my refund?
We will refund your return as soon as possible and at the latest within 14 days after the delivery. We always refund your money to the bank account, credit card or PayPal account that was used to place the order.
Is it possible to exchange items?
We are happy to offer exchanges. Please be aware that all responsible return costs are applicable by the customer. Exchanges will only be given on items returned within 14 days after the delivery.
FAQ - MY ACCOUNT
Do I need to set up an account to order something online?
If you want to place an order, a Urban Narratives account is not neccessarry. You can checkout as a guest, checkout fast with a PayPal account or register as a customer.
What are the advantages of having an account at Urban Narratives?
An Urban Narratives account makes it faster and easier to place an order. Your address details will be filled in automatically and all your orders can easily be found in one place. Above all, you'll be notified via your E-mail when we offer sales or drop new collections!
FAQ - CONTACT
How can I contact your Customer Service?
Our customer service team is available to assist you with your orders. You can chat with us by opening the balloon on the bottom right corner, send an e-mail to Jayden@urbannarrativesclothing.com or reach us via phone, call +31 6 26841586 - available Monday to Friday, 10:00 to 17:30 CET.
ANY MORE QUESTIONS?
