FAQ – Urban Electronics

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, Product Details 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 can start the process of the refund and 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/Refund?

If the product is damaged upon receipt of delivery or missing parts then please read the returns & refunds policy before submitting your request via the contact us page. 

We do not accept returns if you are just not satisfied with the product, however we do appreciate the feedback and will contact the manufacturer with the quality concerns in order for them to upgrade their quality systems.

To request a return/refund you will need to provide your email, product details, order number (which can be found on your order confirmation email/accounts page on the site). Once you have this information, go to our contact us page and select the Product Issue option.

Please note, we may refuse the return of an item if the reason provided is not acceptable or we have been contacted later than the designated period. The product must not have been used and the product must be suitably packaged. The service for return is only applicable to local warehouses within your country of location and sent via a trackable service. 

 

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. 

Do get in touch with our team as soon as you can, usually within 24 hours so that we can cancel the order our systems before reaching the distribution warehouses. 

 

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.

 

Crypto.com

If you have paid using Crypto.com then the refund will be issued back to this account in accordance with Crypto.com’s policies available on their 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 product details within 24 hours of placing the order 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  & Refund Policy

 

My item is faulty, what do I do?

When receiving your item

If you believe there is a fault or defect with your item, then contact our team as soon as you can preferably within 48 hours and our team will guide you through the process of sending pictures to a designated email address and note down any further details required. Please be aware that the return shipment may be required to be shipped to an International Warehouse and must be sent through a tracking source. 

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 number, product details, picture proof of fault when logging a claim either direct with the manufacturer or our team. contact us.

 

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 details 

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

For more information on our Returns & Refund 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.

 

Payment Options 

We have multiple options for paying at checkout to make the experience more easier and quicker when placing your order. 

  1. Stripe Merchant Services (which accepts most credit and debit cards) 
  2. Paypal Merchant Services (Only verified paypal accounts for confirmed delivery)
  3. Crypto.com (Accepts most crypto currencies utilized on the Crypto.com application) 

 

Crypto.Com Process

Crypto.com Pay Checkout generates a QR code with the amount total stated. You will need to scan this QR code using the Crypto.com App, available on iOS and Android.

Crypto.com App user can simply use the in-app scanner to scan the QR code and complete the transaction by paying their selected cryptocurrency. Please refer to this FAQ article for the screen examples.

Payment Currencies

Crypto.com Pay Checkout currently accepts the following cryptocurrencies:

  • Crypto.com Coin (CRO)
  • Bitcoin (BTC)
  • Ethereum (ETH)
  • Ripple (XRP)
  • Litecoin (LTC)
  • Dogecoin (DOGE)
  • USD Coin (USDC)
  • True USD (TUSD)
  • Other DeFi tokens supported by Crypto.com App and Crypto.com DeFi Swap

Please refer to this FAQ article for the full list of cryptocurrencies supported.

Checkout Button

Crypto.com Pay Checkout Button will appear once your checked has selection has been confirmed. Once the button is clicked, there will be a popup for you to complete payment.

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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 dispatch 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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