FAQs



  • I can't checkout as a new customer/guest. What should i do?

    If you are a new customer, please ‘Sign Up’ before shopping in order  to make sure that your selections are safely kept in your shopping cart and your shopping more convenient and easy.

     

  • How do I place an order?

    Once you have found the item you like, you can;

        * Click on  to view brief product information, choose the color and size. Then click on “Add to shopping bag”

        * Click on the item to view the full product details and choose the color and size required. Click on “Add to shopping bag”

        * Continue shopping until you have completed your purchase. Click on the right top “View Bag” menu and check if your order is correct, click on “Checkout” to complete the order.

        * Please note that you can simply click “Checkout” on the product detail page if you want to purchase the item you’re viewing only.

     

  • can I order by phone, e-mail or fax?

    Unfortunately, we do not to accept orders by phone or fax as our stock is managed online in order to eliminate possibility of errors. In addition, to protect your security, we do not accept orders via email or by fax. To place an order now, please order online.up an account with us is easy!.

     

  • Do you ship to my country?

    We ship to most parts of the world according to the "ship to" list on the top right corner of the webpage. However, if your country is not listed there and you would like to make a purchase, please Contact Us  with your enquiry. We are always happy to serve you.

     

  • how do i check my order status?

    Once your order has been completed and you have provided us with a valid email address, you will receive an Order Confirmation via email within 1 business day. If you don't receive your confirmation email, please  Email us to inform of details of your purchase. Please do not re-submit your order to avoid duplicate orders from getting placed. As you are a registered user you can also view your order status by signing in with your email address and password and then clicking on "My Orders". Information regarding your order will be shown.

    If you choose our standard shipping method, you can expect to receive your package in approximately 7 to 14 business days from the date the package shipped. But if you choose express shipment, you can expect to receive your package in 2-5 business days.


  • Can i modify my order?

    We rely on a heavily automated process to provide you with the fastest service possible. Due to this automation, we are unable to make changes to an order after the order has been placed. We apologize for any inconvenience that this may cause you.

     

  • can i cancel my order?

    An order can be cancelled if it is in Pending status. Orders that are processing or shipped (fulfilled) cannot be cancelled. We apologize for any inconvenience that this may cause you. 

     

  • the item i want is sold out. will you get more in?

    Generally, once a product is sold out, it is unlikely that we will restock it.  Our collection is very exclusive and we do not stock many pieces of the one item. However, you may try  writing to us to see if we can still find the item for you.

     

  • Does t-u-a offer gift vouchers?

    We are pleased to offer gift voucher so that you may purchase these vouchers as a memorable gift for a dear friend or your family for any special occasion. 

     

  • What are the payment methods accepted by the t-u-a?

    We accept payments via:

    a.     Credit, Debit Card (Processed by Paypal)
    b.     PayPal
    c.     Gift card payments

    *Please note that we do not accept checks, money orders or any other payment method not listed above.*

     

  • what currencies are accepted by t-u-a?

    Whether your preferred currency is accepted or not depends on which payment gateway you select. Generally, multiple currencies are available including; the Pound Sterling (GBP), the United States dollar (USD), Euro (EUR), Australian Dollar (AUD), and Thai Baht (THB). 

     

  • what if my credit card is denied?

    You will receive an error message immediately if there is a problem with processing your credit card. You'll have the opportunity to enter a new card number if this happens.

     

  • will buyers be charged customs and import tax?

    Any customs or import duties charged once the parcel reaches its destination country are paid by the recipient of the parcel. Unfortunately we cannot inform of what the cost would be as it depends on the tax and duties from country to country.

    Please note that if customers reject the package because of customs issue, we will not be responsible for arranging any refund towards the rejected package as we have fulfilled our obligation to ship the orders to customers. Please contact your local customs office for more information.

     

  • what if i receive an incorrect or damaged item?

    We want all our customers to receive top quality goods. So if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Care Team.

    We aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you. Please include as many details as possible about the order and the problem with the goods and we will get an alternative sorted out for you.

     

  • how do i register with t-u-a?

    To register, click here and you can start shopping straight away. Just follow the easy steps on the screen and have your personal details on hand.

     

  • do i have to register to shop with theurbanapparel.com?

    No. After you’ve chosen your items, you can sign in as a guest. But creating an account will make your online purchases faster and more enjoyable. You will find that registering is easy and FREE! You can place orders without having to fill in your details every time you shop with us and you will be able to track your orders, receive regular newsletters and be informed of our special promotions.

     

  • what if my account information changes?

    Please follow these steps to edit your account information:

      * Log in to your account by clicking on the "Log in” located in the top navigation bar.
      * Enter your email address and password
      * You will now be logged into your account and the system will bring you the homepage.
      * Click on "My Account” located in the top navigation bar.
      * Under “My Account” menu, click on “View or change my account information”
      * Edit your information and click next. Your account will be successfully updated.

     

  • WHAT IF I FORGOT MY PASSWORD OR USERNAME?

    Simply click on" Log in" navigation bar on top of the page. Then fill in your email address on "forgotten your password", and we will email you the password.

     

  • WHAT IF I have other questions?

    We will do our best to answer any questions that you may have. Simply go to 'Contact Us' section, choose your topic, and write your questions. You may also e-mail us directly to support@theurbanapparel.com. We will respond to your e-mail within 48 hours.