frequently asked questions.
can I change my delivery address?
If your parcel has not yet been packed in the warehouse, we may be able to change your delivery address. Please contact our customer service team as soon as possible with the new address details.
Unfortunately, we are unable to change a delivery address once the order has been dispatched.
when will my order be dispatched?
We ship orders monday to saturday only excluding national holidays. We ship your orders within 2 working days of receiving your order, so you can expect your shipment to arrive within 5-7 days of placing your order. However, india is a pretty big country—so remote areas and unexpected weather conditions may affect your order time.
note: we take 10-14 working
days for the hstlr. collection since they are available in very limited stock and are mostly sold out because of high demand.
can you expedite my product on priority?
If you’d like to expedite your order, get in touch with our customer support team. We’ll check with our logistics partner and provide you with an update.
P.S. - this is only applicable for prepaid orders.
can I cancel my order?
We are able to cancel orders if your order has been placed, but not dispatched, we will make the cancellation straight away wherever possible. We only provide store credits for paid orders. Please contact our customer service team for assistance. We will always do our best to change orders but unfortunately, we cannot make any guarantees.
I have ordered the wrong size; can I change this?
If your order has not yet been dispatched and we have the correct size available, we may be able to amend this for you. All you need to do is contact
our customer service team and they will be able to look into this for you.
Please be advised that we can only amend items if the order has not yet been dispatched. If the order has been dispatched then we would not be able to amend any items from your order, however, you are welcome to exchange any unwanted items back to us.
I haven't received a confirmation text, can you check this for me?
If you haven’t received a confirmation email of your order, then please double-check the information you used when submitting the order. If all information is correct then please check your spam folder to locate this email before contacting us. If the email address has been inputted incorrectly, please contact our customer service team and they will be able to assist you further with this.
my order has arrived damaged, what do i do?
The customer must inform us if there are any items missing/damaged or faulty inside your parcel within 24 hours of the parcel being delivered. The item/s may need to be returned to us and must come back to us in original condition ie, unwashed, with tags attached etc.
Please contact customer service team immediately so we can help resolve the issue.
You will be required to keep the packaging as we may need this to raise an investigation into any missing/ damaged item/s.
Failure to produce any packaging may result in urban industry not being able to process an investigation.
my parcel has arrived but i am missing an item,what do i do?
Firstly we would like to apologise, but we are only humans and we do make mistakes. The customer
must inform customer services immediately (within 24 hours of receiving your parcel) if there are any items missing/damaged or faulty items inside your parcel being delivered. You will be required to keep the packaging as we may need this to raise an investigation into any missing item/s. Failure to produce any packaging may result in urban industry not being able to process an investigation. If the parcel was signed for in good condition and then you (the customer) state that the parcel was damaged, then, urban industry may not be able to raise an investigation and offer any compensation. We will require
photographic evidence of the parcel. If you contacted your courier and requested a safe place for your order, we are not held responsible for any loss or damage.
I have received the wrong item in my delivery, what do i do?
The customer must inform us if they have received the wrong item/size inside your parcel within 24 hours of the parcel being delivered. The item/s will need to be returned to us and must come back to us in original condition ie, unwashed, with tags attached etc please contact customer service team immediately so we can help resolve the issue. The item must come back in the original condition, including the original packaging and original tags and the item must be unworn and unwashed.
If the item is returned not in the original condition this will be returned back to you at your own costs.
I won’t be home to accept my order. What should I do?
We would advise having your order delivered to an address with someone there to accept it. If there is no one at the address to accept the order, our couriers will re-attempt the delivery 2 more times until the order is returned to origin (RTO). To avoid an RTO, please make sure to inform us about the same on email@example.com or +919073700555 so that we can hold our shipment until you are available at the location.
how can i track my order?
Once we’ve dispatched your order, we’ll Whatsapp you all the shipment details along with the updates on your order.
This includes the shipment number/awb and the name of the courier company so you can track it on their website. You can also write to us at firstname.lastname@example.org
can i exchange an item?
We have an exchange
policy of 5 days from the date of receiving the product for online orders and the date of billing for store purchases. To initiate an exchange, please write to +919073700555 (whatsapp) within 5 days of receiving the item.
Catering to the hygiene standards for our products; all the exchanges received will go through a quality check by our team and would be further approved/declined for exchange. We reserve the right to not accept a return if; the product/s are returned after use the products are damaged the products do not have all the tags.
Please refer to the exchange policy for knowing the process.
how long will it take to process my exchange?
We usually take 7-10 working days to send you your replacement product after inspection.
can i return the product for a refund?
We do not have a return policy due to the limited quantities we produce. Hence, we do not
provide any refunds. For more info, please drop us a text on whatsapp: +919073700555 and the team will be happy to assist you.