General Questions
You can contact us by email via hello@urban4design.com or you can fill out a contact form. To find the contact form, scroll to the bottom of the page. Under "Helpful Info" click "Contact Us" and fill out a contact form and we will be there to assist you as soon as possible.
Fill out a contact form or email us via hello@urban4design.com
We will be there to assist you as soon as we can.
Delivery
Yes! Delivery is free on all our products.
Our standard delivery takes 2 – 3 business days. You'll receive tracking info as soon as your order is dispatched.
Absolutely. As soon as your order has been dispatched, we’ll send you a tracking number via email.
Orders are dispatched within 24 hours of the order being placed (Monday - Saturday).
You will get an order confirmation email once you have placed your order. Within 24 hours of placing the order you will receive another email confirming when you order has been dispatched.
Yes. All our orders are tracked. You will receive the delivery information and tracking number via email.
Deliveries will usually take place between Monday to Saturday.
Please allow 1 - 2 days for any potential shipping delays with the courier. If your parcel has not shown up within 5 working days, contact us and we will assist you.
We recommend adding delivery instructions via your delivery confirmation to guide the courier on where to leave your parcel safely.
You can, as long as you get in touch with us as soon as possible. We’re able to change the delivery address only before the order is dispatched. Once the order has been dispatched, we’re unable to make any changes. If you are having this issue, contact us.
If your tracking shows the order as delivered but you haven’t received it, please first check with neighbours. Also check around any safe places the courier may have left it at. If it’s still missing, get in touch with us as soon as possible so we can investigate further with the courier.
Tracking numbers can take up to 24 hours to activate after your order has been dispatched. If it’s still not working after 24 hours, please contact us and we will look into it and get back to you as soon as possible to help resolve the issue.
If your order is marked as delivered but you haven’t received it, we recommend checking around your property and in common safe places (such as behind bins, in a porch, at a side or back door) We also recommend checking with a neighbour.
If you still can't locate it, please contact us as soon as possible and we’ll investigate the issue with the courier.
Returns and Refunds
We want you to be satisfied with the quality, design, and functionality of your Urban4Design bag. If you're not happy for any reason, you can return it for a full refund within 60 days of receiving your order.
Returned items must be in out "out of box" condition and not damaged unless faulty. We cannot accept a return if the item used and worn, as well as intentionally damaged or damaged through improper use.
You request a return. We check the request you made. Then we will send you confirmation of you request with a pre paid shipping label. At your best convenience, drop the return parcel to your local post office or parcel drop off.
Just simply fill out the returns form on the returns page.
Returns are completely free! Once your return request is approved (within our 60-day return period), you'll receive a confirmation email along with a prepaid return shipping label.
Once you have received your return approval and prepaid shipping label via email confirmation. Simply drop off your package at your nearest post office whenever best suits you.
While we prefer returns in their original packaging, we understand that may not always be possible. If the original packaging has been discarded, you can still return your item as long as it is in its original 'out-of-box' condition and completely undamaged. To ensure a smooth return process, please pack the item securely in a sturdy secondary shipping box to prevent any damage during transit.
For UK returns we expect to receive the item within 3 working days. Once the item has been delivered back to us you will hear from our returns team within 2 to 3 days.
have them back to us within 3 working days. Then you will hear back from us 2 - 3 working days after it’s been delivered back to us. If you haven’t heard from us and you’re concerned, please get in touch at hello@urban4design.com
Once we have received the returned product. Please allow 3 - 5 working days for you to be refunded.
We offer a 60 day return period. So you can return your order and get a refund anytime within 60 days from receiving your order
If your item arrives damaged or faulty, please contact us as soon as possible. We’ll review the case and arrange a replacement or refund where appropriate.
As our return policy is 60 days, we understand you may not keep packaging that long. We much prefer all returns are within the original packaging so we urge you to keep packaging incase you want a refund. However we......
We’ll keep you updated via email throughout the return process, including confirmation once your return has been received and processed.
Order Queires
We're really sorry about that! Please contact us as soon as possible. We will sort it out quickly and make sure the correct item is sent to you.
If you paid via PayPal, your refund will be processed immediately and returned to your PayPal account. For debit or credit card payments, refunds may take 3–5 working days to appear, depending on your card issuer.
You will get an order confirmation email once you have placed your order. This will have you order number on it. Within 24 hours of placing the order you will receive another email confirming when you order has been dispatched. This will have your order tracking on it.
Please allow 2 hours for your conformation email. Usually it will be with you within 5 - 10 minutes. However delays can happen in some cases. If you still have not received your confirmation email, please get in touch
We very sorry you are experiencing issues with placing an order. Please get in touch and our team will get back to you as soon as possible to assist you with your issues
Payment Queries
Of course. Contact us and ask for one. We will produce one for you right away.
Sometimes there can be a delay or a mistake with the orders page. We recommend waiting 5 - 10 minutes to see if your order confirmation email comes through.
Banks often process payments instantly, so even if your order hasn’t gone through, the funds may still appear to be taken. In most cases, the money will automatically be returned to your account shortly.
If you haven’t received an order confirmation by email yet and you're unsure whether your order went through, please contact us. We will look into it for you and help as soon as possible.
Product Queries and Questions
Of course. All of our products are made with synthetic leather which is an animal-friendly alternative that requires no animal products or harm. Without compromising on style or quality our synthetic leather choice allows us to provide top quality products whilst harming no animals. We're proud to say our entire collection is 100% cruelty-free.
Yes! All of our bags are designed to be waterproof to provide the best possible protection for your belongings.
To clean your bag, gently wipe away dust or dirt using a lightly dampened, lint-free cloth. Avoid scrubbing. For tougher stains, you can use mild soapy water.
Allow the bag to air dry naturally, and gently remove any excess moisture with a clean cloth.
Please avoid machine washing, tumble drying, harsh soaps or detergents, solvents, ironing, starching, or exposing the bag to direct sunlight for extended periods.
We do our best to restock popular items as quickly as possible. If the product you want is out of stock, feel free to contact us for an update or to find out when it’s expected to return.
Replacements and Faults
Get in touch, we will ask what the fault is, along with a picture of the fault so we can fully understand the issue. If there is a fault with the bag or how it functions....
if your bag has a genuine fault, we will immediately send you a replacement free of charge
Data And Privacy
Head to our privacy policy page to see.
All data and information you share is kept very secure. We take great care in ensuring all data is kept safe and secure.
Just contact us via the email hello@urban4design.com and we will be in touch to help.
Free 2 - 3 Day Delivery
No Animals Harmed
24 Hour Customer Support
Free 60 Day Returns