Shipping


  • Does t-u-a provide free shipping?

    Orders over USD 120 will be shipped free. 

    *Please note that we offer Standard Shipping Service for all free international shipping.

    Note: In case the system does not exclude the shipping fee when your order is over the value mentioned above, please proceed with your order. Once we have been notified about your payment by the payment system, we will refund the shipping charge to your account straight away

     

  • where does t-u-a ship to?

    We currently ship worldwide. Simply select your country from the list at the selection box for Shipping and Handling. We may be able to ship to other countries not listed on the website. Please contact us and let us know where you are from.

     

  • what courier services will t-u-a use?

    We currently offer two shipping options: standard shipping and express shipping service. TheUrbanApparel.com primarily uses Standard Shipping Services offered by DHL, UPS and local postal services, depending on destinations.

     For express shipping, we ship via DHL and UPS only.

    Please note that we may also select from a pool of couriers to provide the most suitable delivery service for your specific order. TheUrbanApparel.com will use its discretion to determine the best courier for each order, and reserves the right to change couriers without prior notice.

     

  • what are the standard shipping rates?

    The shipping rate will start from as low as USD 2 and goes up from there depending on the destination of our delivery and the total amount of order by the customer. For orders that exceed USD 120, we will provide the shipment free of charge. 

     

  • What are the express shipping rates?

    The express shipping rates vary according to the item’s weight and shipping destination. Unfortunately, we cannot provide the rates here. Shipping Charge will be automatically calculated on the Checkout page, which both standard and express shipping fee will be shown for you to decide your shipping option. 


  • how can i know if my order has been shipped out yet?

    We aim to dispatch within 48 hours of payment being cleared. Orders placed over the weekend may take up to 24 hours longer to dispatch. During periods when we are receiving high volumes of orders (such as Christmas and Sale Periods) dispatch times may be longer. If you are experiencing delays with an order, please contact our Customer Service Team.

    When we have dispatched your order, you will receive an email notification indicating your order is on its way. This will include a tracking number enabling you to track the package. Please allow 5 working days from receipt of email before tracking for standard delivery.

    Please note:

    • If a delivery has been attempted by courier service and is unsuccessful, they will leave a calling card and you will be responsible for contacting the local courier service to arrange a redelivery or retrieving the undelivered parcels. 
    • TheUrbanApparel.com only accepts orders for products that are in stock, and only when the payment is accepted and the billing address verified.
    • Please note that unfortunately our nominated courier service cannot currently delivery to BFPO, P.O Box or freight forwarding addresses.  
    • International orders may be subject to additional import and custom charges which will be payable in cash or cheque on delivery. You will be contacted by your local customs office prior to delivery. 

     

  • How long will my shipping take?

    If you choose our standard shipping method, you can expect to receive your package 7-14 business days.

    If you choose express shipping, you can expect to receive your package within 3-5 business days.

    If you choose free shipping, you can expect to receive your package within 10-14 business days

     

  •  

  • 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 does t-u-a delivery service work?

    We know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion. So we use a large network of couriers to deliver goods from TheUrbanApparel.com to all over the world, including DHL and UPS.

    We allocate the couriers to deliver your order in the quickest time and at the most reasonable costs.

     

  • will i be charged customs and import duties?

    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.

  •  

     is my signature required on delievery?

    Our couriers only deliver between 9am and 5pm, and they require a signature on receipt. If no one is available to sign for the parcel a card will be left to arrange re-delivery or pick-up from your nearest depot. We urge you to provide an address where someone will be available; you can include their name in the delivery address. 

    Please note that you can also have goods delivered to a work address. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

  •  

     Does T-U-A deliver to work and PO Box Addresses?

    Our couriers only deliver between 9am and 5pm, and they require a signature on receipt. We can deliver to your permanent residential address or your place of employment. But we do not deliver to post office (PO, APO, FPO) box addresses, for security purposes. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person .

     

  • How can I track my order?

    In case you would like to know the status of your order you may track most orders by going to Order tracking page. Once your order has been processed and shipped, an email containing the tracking number will be sent to your email. Please allow 5 business days from receipt of email before tracking for standard delivery. If you do not receive the shipping confirmation email within 4 business days from your order date, please contact us. 

    * Please note that order tracking may not be available for the orders delivered via free shipping service.