Welcome to the UrbanWea Frequently Asked Questions page. Here you will find answers to common questions regarding shopping, payment, shipping, returns and exchanges, account management, product details, and more. If your issue is not resolved here, please contact our customer service team directly.

I. Shopping and Ordering

Q1: How do I place an order with UrbanWea?
A: Simply browse our website, select the products you like, add them to your cart, proceed to checkout, fill in the required information (including shipping address and contact info), and complete payment to successfully place your order.

Q2: How can I view and manage my order?
A: Log into your UrbanWea account and go to the “My Orders” section. You can view order status, delivery tracking, and order details. To cancel or modify your order, please contact customer service as soon as possible.

Q3: Can I cancel or modify my order?
A: After payment, orders are processed within 1 to 3 business days. If your order has not yet shipped, you may request cancellation or modification through customer service. However, processing may have already begun and changes are not guaranteed.

II. Payment

Q4: What payment methods does UrbanWea support?
A: Supported payment methods: Visa, Mastercard, American Express, Discover, JCB, Google Pay, Apple Pay and Klarna.

Q5: What if I encounter a payment issue?
A: Double-check your payment details and try again. If the issue persists, contact your bank or reach out to our customer service team for assistance.

III. Delivery and Logistics

Q6: What are the delivery times and fees?
A:

• Standard Delivery: 6 to 12 business days, $7 shipping for orders under $88; free shipping for orders over $88

• Expedited Delivery: 3 to 7 business days, flat rate $13
  Note: Holidays or unforeseen circumstances may delay delivery. We will keep you updated on any changes.

Q7: How do I track my shipment?
A: A tracking number will be sent to your registered email once the order is shipped. You can use this to track your package through the UrbanWea website or the logistics provider's platform.

Q8: What if my order is delayed?
A: First, check the tracking information. If your package still has not arrived after a reasonable time, please contact customer service for further assistance.

IV. Returns and Refunds

Q9: How do I apply for a return or exchange?
A: Submit a request within 30 days of delivery via the UrbanWea website or customer service. Include a description of the issue and photos if applicable.

Q10: What are the conditions for returns and exchanges?
A:

• Products must be unused and in new condition with all packaging and accessories included

• Returns: Apply within 30 days

• Exchanges: Apply within 7 days

• Customized items may not be eligible unless defective

Q11: What is the return/exchange process?
A:

1. Submit your request with photos and description

2. We will review your application within 12 business days

3. If approved, return the item to the provided address with proof of shipment

4. Upon confirmation, refunds are processed within 7 to 21 business days; exchanges are shipped within 7 business days

Q12: Who pays for return shipping?
A:

• If returning due to personal reasons, you bear the cost

• If due to product issues or shipping errors, UrbanWea covers the cost using our designated logistics provider

V. Account and Privacy

Q13: How do I register an UrbanWea account?
A: Click “Register” on the homepage and follow the instructions. A registered account allows you to enjoy faster checkout and order tracking.

Q14: What if I forget my password?
A: Click “Forgot Password” on the login page and enter your email. Follow the instructions to reset. If you do not receive the reset email, check your spam folder or contact support.

Q15: How is my personal information protected?
A: We follow strict privacy standards and use SSL encryption and other security measures to ensure your data is protected. For details, refer to our Privacy Policy.

VI. Product Related

Q16: Do UrbanWea products support customization?
A: Currently we do not offer custom products. However, we are evaluating future possibilities for personalized options.

Q17: What if the product I receive is incorrect?
A: Contact customer service within 24 hours of receipt if the item does not match your order. We will verify and arrange a return or replacement as needed.

VII. Other Questions

Q18: What if delivery is delayed due to force majeure?
A: UrbanWea will coordinate with logistics partners and update you promptly. We are not liable for delays caused by events beyond our control.

Q19: How can I get the latest promotions?
A: Subscribe to our email newsletter, follow us on social media, or regularly visit the promotions section of our website.

Q20: How can I contact customer service?
A: For assistance, contact us at:
Customer Service Email: support@urbanwea.com

These FAQs are designed to make your experience with UrbanWea smooth and transparent. For additional support, please contact our customer service team. We are here to help.