HELP / INFO
FREQUENTLY ASKED QUESTIONS
FAQs - You asked, we answered. All you need to know to place an order on the Urban Outfitters website.
STEP 1: PLACING AN ORDER & PAYMENT- Payment Methods
- Are my card details secure?
- When will my card be charged?
- I am having problems registering my details online.
- Do you deliver to my country?
- Do you deliver to BFPO?
- Do you deliver to University addresses?
- I tried to purchase online but my card has been declined.
You've placed your order, but you need to make a change. Arrrgh! What do you do?
STEP 2: DELIVERY DETAILS & ORDER AMENDMENTS- Can I cancel my order?
- Can I change my delivery address?
- I have received an email for further information about my billing address.
- Why has my order been cancelled?
Now you can sit back and relax and wait for the nice post person to arrive with your package.
STEP 3: WHERE'S MY ORDER?- How can I track my order?
- I have missed delivery
- I have missed delivery and my order has been returned.
Your order has arrived and you love everything in it. Everyone is happy, the end.
However, just in case, we have to tell you about:
- What is your Returns Policy?
- How do I make a return?
- How will I know if you have received my return?
- Can I return my order in store?
- When will I receive my refund?
- I have received a faulty/damaged item.
- There is an item missing from my order or have received the wrong item.
- Payment Methods
We accept Visa, Visa Delta, Visa Electron, MasterCard, American Express, Maestro, Switch/Solo.
Please note we DO NOT accept the following payment methods:- Payment on Delivery
- Installments
- Cheque
- Bank Transfer
- Postal Order
(Back to Top) - Are my card details secure?
We realise how important it is to store any information securely. As such, we maintain the highest levels of security, and so we at Urban Outfitters lock all your information away in a high security vault otherwise known as high-level SSL encryption technology - the most advanced security software currently available for online transactions.
For further information on how we protect your privacy and security please click here.
(Back to Top) - When will my card be charged?
We will only charge you once your order has been dispatched.
When you enter your credit/debit card information and click 'Confirm Payment' on the final review page, we simply authorise the payment to make sure that the details are correct and the necessary funds are available.
(Back to Top) - I am having problems registering my details online.
Remember to cross the 'T's' and dot the 'I's' (or whatever the computer equivalent is) and double check that the details you have entered are correct. Make sure that the postcode and the street name have been entered correctly, without any spaces or hyphens. If you still have difficulties, please contact us with your address details and we will be happy to register your details for you.
(Back to Top) - Do you deliver to my country?
At the moment we ship orders to the following countries in Europe: Austria, Belgium, Denmark, Greece, Finland, France, Germany, Italy, Ireland, Luxembourg, Netherlands, Norway, Portugal, Republic of Ireland, Spain, Sweden, and Switzerland.
Please be aware customers are responsible for payment of any local customs duties.
(Back to Top) - Do you deliver to BFPO?
Unfortunately at this time we are unable to dispatch orders to any other International location or BFPO locations.
(Back to Top) - Do you deliver to University addresses?
Yes, we do deliver to University addresses. However, please ensure that you have entered the relevant information, such as your room number, name of your residency hall, building block or department.
(Back to Top) - I tried to purchase online but my card has been declined.
If you receive notification that your credit or debit card has been declined, please check that you have entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement. It could be that you have missed a number or letter.
Alternatively, please use a different card.
If that fails, please contact the bank that issued the card for further information. Please note that only your bank can tell you why your card has been declined.
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- Can I cancel my order?
We start processing your order right after you receive your Order confirmation email.
During this time we may be able to cancel your order. You will need to email us straight away, with Cancel/Amend in the subject line. However, once an order has been packed we are unable to modify your order and you will need to refuse delivery or return the items for a full refund.
(Back to Top) - Can I change my delivery address?
UK Standard Delivery
Your address can only be changed if it is within the same postcode area.
Please follow the instructions on the card left by Royal Mail or contact Customer Care at UrbanEuropecs@urbanout.com
If your new address is outside the postcode area. You will need to request your order to be returned for a full refund.
Express and International Standard Delivery
Your delivery address can only be amended once it has reached your local depot for delivery.
Please note that there will be a further 24-48 hours delay to your delivery for any changes to take effect.
Therefore, please ensure that you have entered the correct delivery address before entering your card details on the order Summary Page.
(Back to Top) - I have received an email for further information about my billing address.
Orders are randomly selected for Security checks. On certain occasions we may not be able to verify the billing address of your credit card. Therefore, an email is sent so you can verify your details and help us to confirm card ownership.
(Back to Top) - Why has my order/item been cancelled?
As stated in our website "All orders are subject to availability. We do our best to ensure that all items are in stock and available, but occasionally items become out of stock or are otherwise unavailable.
If your order or part of your order is unavailable when your order is picked, you will be emailed to inform you that we are unable to ship that item. No payment will be taken for this item. We will ship any remaining item(s) that you have ordered.
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- How can I track my order?
- Standard delivery - Delivery within 3-4 days Mon-Sat.
- Express delivery - Next day delivery when ordered before noon, Mon - Thurs.
- Europe - Delivery within 3-6 days Mon-Fri
Alternatively, you can visit these websites to track your order and see stages of your delivery.
- UK Standard Delivery
www.royalmail.com
Click on PERSONAL CUSTOMERS, select the tracking tab, then enter your tracking number.
- Express Delivery
www.interlinkexpress.com
Click on TRACK IT, select PARCEL NUMBER, then enter your tracking number.
-
Standard Delivery - European Continent
www.dpd.co.uk
Type in your consignment number in the search/tracking box.
(Back to Top) - I have missed delivery
Knock, knock; anyone home?
Delivery of your order will be attempted once. Should no one be available to sign for delivery, a card will be left. The contact number stated on your card is your local depot, you will need to call them directly to re-schedule further delivery or arrange a collection.
To find your nearest Interlink Express depot, please click here.
(Back to Top) - I have missed delivery and my order has been returned.
Should you be unable to collect or arrange re-delivery, your order will be returned to us and will be processed as a return, and your card refunded.
Please note that we are unable to re-send packages that are returned to us as undeliverable. If you would still like to re purchase those items, please go online and place a new order. (Items are subject to availability)
Please ensure that you put in an address where someone can sign for your delivery.
Our shipping courier will return your parcel back to us if:- The address is incorrect or outdated, the package is returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order.
- Failed Delivery Attempts. Interlink will make two attempts to deliver a package and will leave a calling card for you to reschedule further delivery or collection. Therefore, please ensure that someone at your nominated delivery address will be able to sign for your parcel.
- Refused by Recipient. If the recipient is not expecting a parcel, they may refuse the package if they believe it was sent to them in error. If you want to place a new order, please notify the recipient that a parcel is on the way.
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- What is your Returns Policy?
If you are not satisfied with your purchase, please return any unworn item(s) within 30 days of the shipping date for a refund as long as the item is unused, in the original packaging and in a re-saleable condition.
Full details of our Returns policy can be found here.
For health, safety and security reasons, we cannot accept the return of swimwear if the strip has been removed.
(Back to Top) - How do I make a return?
Please fill out the Returns Note on the Invoice you received with your purchase.
However if you no longer have this, it is not a problem. Please include a note with your name, order number and reason for return. Your return/refund will be delayed if no information is provided.
Please return your order to the following address;
Urban Outfitters Europe
Phase 2,
17 Suez Road
Enfield,
EN3 7SN
Please ensure you send the parcel via a secure and traceable method.
(Back to Top) - How will I know if you have received my return?
At the moment your account will confirm if an item has been returned once your refund has been issued. Please email us to determine if your return has been processed.
We recommend that you send your parcel by traceable method, such as recorded delivery where you will be able to trace delivery.
(Back to Top) - Can I return my order in store?
If you wish to return a product to an Urban Outfitters Europe store, please bring your Order Confirmation email with you as a proof of purchase.
Please note stores will not accept the return of swimwear and underwear.
(Back to Top) - When will I receive my refund?
Your refund will be credited to the original card used once your returned item/s have been processed and has completed our Quality check procedures.
You will be sent an email confirming the refund to your card. Please allow 3-5 working days for your refund to be credited to your account depending on your card issuer.
(Back to Top) - I have received a faulty/damaged item.
If the item you received is faulty/damaged, please email us at UrbanEuropeCS@urbanout.com or ring us at +44 (0) 845 330 1288, 9am - 5pm and notify us the nature of fault and return the item back to us within a reasonable period of time.
(Back to Top) - There is an item missing from my order or have received the wrong item.
If you have received your order and an item is missing, you will need to carefully go through the contents of your parcel to ensure the missing item has not slipped at the bottom of the packaging. Please also inspect the outer layer of the packaging for any signs of tampering.
Should you still not be able to locate the missing item, please email us at UrbanEuropeCS@urbanout.com or ring us at +44 (0) 845 330 1288, 9am - 5pm quoting your order number and the description of the missing item.
If you have received the wrong item, please email at UrbanEuropeCS@urbanout.com or ring us at +44 (0) 845 330 1288, 9am - 5pm and confirm the order number and the description of the item that you received instead so we can assist you further.
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- Can I exchange my Order?
Unfortunately, we are unable to offer exchanges for items returned to our Warehouse. You will have to send your item back to us and place a new order. Alternatively, please visit one of our stores who will be able to exchange your order for you.
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