FAQ

Can I amend my order after I’ve placed it?

Unfortunately, we can’t make any changes once the order has placed – this includes changing the delivery address.

However, if your order hasn’t been dispatched yet, you may be able to cancel your order and place a new one instead.

To cancel your order, please send us a message from our contact page with your details and order number and we’ll try to process the request for you.

If we’re unable to cancel the order, you can return the item once received. For more information on our Returns Policy, 

Can I cancel my order after I’ve placed it?

You can cancel your order as long as we haven’t started processing it yet.

To cancel your order, send us a message with your order number and we’ll try to process the request for you.

If we’re unable to cancel the order, you can return the item once received. For more information on our Returns Policy.

When you place an order with us, the funds are reserved for us by your card provider. We don’t actually take the money until your order has been confirmed and sent to our warehouse.

If you cancel your order before we have shipped it to you, we don’t take the money however it may take up to 10 working days for your bank or card issuer to make your funds available to you again.

How Do I Request a return?

f you are not completely satisfied with your purchase, you can return the products within 30 days. Some exclusions apply. Please ensure you have carefully read through the returns policy before submitting your return request.

To request a return, you will need to have the email address used to place the order, and your order number (which can be found on your order confirmation email). Once you have this information, go to our contact us page and select the returns option.

Please note, we may refuse the return of an item if it is not accompanied by a returns authorisation number. Your returns authorisation number must be clearly displayed on the return packaging and we ask all reasonable care is taken to ensure the goods are suitably packaged.

Do I need an Urban Electronics account to place an order?

You don’t need to have an account to place an order, however, we always recommend creating one.

Creating an account is simple to do and you will also receive some benefits such as exclusive discounts, fast checkout and easy order management.

I’ve cancelled my order, when will my money be available?

When you place an order with us, the funds are reserved for us by your card provider. We don’t actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order before we have shipped it to you, we don’t take the money however it may take up to 10 working days for your bank or card issuer to make your funds available to you again

Please note that authorised release times are dictated by the card issuers and are outside our control – I would suggest contacting your card issuer for more details.

If you cancelled your order before it reached our warehouse, then we won’t have taken any money for your order.  

Credit / Debit card

If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.

PayPal

If you paid using PayPal, your refund will be issued to the PayPal account to place and pay for the order. Refunds will be processed in accordance with PayPal’s policies, available on the PayPal website.

How do I track the delivery of my order?

As soon as your order leaves our warehouse, we’ll send you an email with the tracking details or website link to track your order.

How do I cancel my order?

To cancel your order, send us a message with your order number and we’ll try to process the request for you.

If we’re unable to cancel the order, you can return the item once received. For more information on our Returns Policy

My item is faulty, what do I do?

Within 30 days of receiving your items

If you believe there is a fault or defect with your item, you can return it within 30 days of receiving it. Please be aware that the return shipment may be required to sent to China or Europe. Once sent with evidence of track shipping, we can then start the process of the refund.

Where we are unable to offer a repair or exchange, you will be refunded in full.

If the item is found not faulty or defective, we will contact you to find the best solution, and course of action.


After 30 days of receiving your items

We don’t accept returns for items after the above returns period, however, there may be some exceptions.

If your item develops a fault after 30 days of receiving it, you may be entitled to a repair, as long as it is within its warranty period.

It is vital that you have your order receipt and serial number (if applicable) when logging a manufacturer warranty claim. You can contact the manufacturer directly or contact us.

Requesting a return

Please go to our contact us and complete the form – you will need your order number and email address.

What do I do if my order arrived damaged, or is incorrect?

Sometimes we make mistakes, the wrong item is posted, missing parts, in poor condition or arrives damaged.

It is vital that you let us know within 48 hours of receiving it, send us a message or on support@urbanelectronics.net with the below information:

  • Your order number
  • Images of the damage/incorrect item
  • Images of the parcel, shipping label and packaging
  • Missing part number

Where we are unable to offer a repair or exchange, you will be refunded in full.

For more information on our Returns Policy

I’m missing an item from my order, what do I do?

It is possible your order was sent in separate parcels, we recommend:

  • Checking your emails to see if any of the items will be arriving separately
  • Checking the delivery note from each part of your order to make sure you’re not missing anything (a delivery note should be in every parcel)

If the item is still missing, send us a message with your order number and the missing item’s name and number. We’ll try to resolve this as quickly as we can.

Where we are unable to offer a repair or exchange, you will be refunded in full.

COVID-19 FAQs

Here at Urban Electronics, we are taking the current global situation around COVID-19 very seriously, and that we’re doing all we can to keep our staff and customers safe.

In this time of uncertainty, we believe in maintaining “life as normal” as much as is humanly possible. With the current COVID-19 situation and the incredible speed at which things are changing around us, we are continuing to process all orders but we will remain in regular discussions with our suppliers and despatch teams and will update you if anything changes.

Deliveries are continuing as normal, with heightened measures to ensure the safety of our customers, our warehouse teams and our couriers. We’re monitoring the situation closely and will continue to follow official advice from the government.

Please stay safe in the meantime and send us an email or message on our social channels if you have any questions around the services we provide.

As always, we’re here to answer any questions you have!

Thanks,
The Urban ElectronicsTeam

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