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FAQ


FAQ

General
Can I contact you by phone?
Can I amend or add something to my order?

Website Issues
I can't see the whole screen, what can I do?
Why can't I put an item in my basket?
Do you do wholesale?

General
> Can I contact you by phone?

UrbanExcess operates as an online retailer. To make our customer service as efficient as possible, we prefer to answer your queries via email rather than phone. You may find the answers to your queries in our FAQ's pages. If you have any further queries, please complete the Contact Form.
> Can I amend or add something to my order?

Unfortunately, once your order has been placed, you can’t change or cancel it, so you should make sure you review it carefully as you go through the checkout process.

> Can I change my address after I’ve submitted my order?

Unfortunately we are unable to change the delivery addresses for parcels once the order has been placed.

Please note, any changes you make to your account after an order has been placed will not take effect.

> Can I reserve an item?

If you want an item exchanged, we are generally able to reserve the item for you. On occasion, if a product is very popular, we won’t be able to do this; however we will inform you of this when you request a reserve.

If you would like an item reserving, please email us using the form above with your order number and the full product name of the item you wish to reserve.

> The item that I want is out of stock. Can I be notified when it is available?

Yes! Send us an email with the name of the product in the subject to orders (at) urbanexcess.com. We will let you know when we are expecting a new delivery and will email you once they are back on the website.


Shipping

> How long will it take for item to be delivered after it has been dispatched?

Depending on the time that your order was placed and the shipping chosen at checkout, your order will take around 1 – 3 working days to be delivered within the UK. If Royal Mail First Class or Royal Mail Tracked has been selected, please be aware that whilst they give a guideline of 1 – 3 working days, on occasion it may take a little longer if there is a mail disruption.

For Europe your order should arrive within 2-4 working days and the rest of the world within 3-7 working days.

> Can I have my order delivered to an address other than my home address, such as work?

Yes, you can ask for your order to be delivered to an address that is different to your home address when you go through the checkout process.

> Can I have my order delivered to an address outside the UK?

Yes, we deliver to almost all locations!

> Who is responsible for customs duties?

The customer is responsible for all customs and import duties that may be due.

> How do I track my item?

If you have chosen Royal Mail Tracked, Royal Mail Special Delivery Next Day or ParcelForce Next Day, your tracking number can be found under the My Account tab when you are logged in. If you have trouble finding your code, please email us using the form above including your order number and we will send it through to you.
> What happens if my order does not arrive?

If you order has not arrived you must contact us within 14 day's of the order bing placed, otherwise this mitigates our ability to track down your order.


Returns

> What is the returns policy?


We are happy to refund items that are returned to us within 14 days of the delivery date in the same condition that it was received and with the tags still attached. Please refer to the return instructions on the reverse of your dispatch note for further details.

All shoes must be tried on a carpeted surface until you are certain you are keeping them.

Please note that underwear is non-returnable and that swimwear must have all labels and hygiene protectors intact.

Delivery charges are non-refundable and the customer is responsible for all return shipping costs. If the item is being returned because of damaged goods or if the wrong item has been received, Urban Excess will refund the shipping cost for returning the item.

In order to save you time and ensure your refunds/exchanges are processed quickly and efficiently, please ensure you obtain and include a Return Authorisation Number.

We recommend you send your return using a secure or trackable method - i.e. Recorded/Special Delivery. Please retain your proof of postage; until we receive your return, the items and their condition are your responsibility.

As soon as we receive your item(s), we will process a refund to the card that was originally used to pay and send you a confirmation email. Please allow 3 working days for the funds to clear in your account.

> I would like to exchange my item – how do I do this?

First check that your item is in stock on the website by adding it to your basket. Send us an email at using the form above and include your order number, name of the item that you would like it exchanged for and the SKU code (you will see this when you put the item in your basket). We will reply with instructions and your return authorisation number. Please note that we can only dispatch one exchange, after which a separate order will need to be placed.

> How long will my refund take to show in my account?


Once you have received a refund confirmation email, please allow 3 working days for the funds to clear in your account.

Sizing

> How do I find out my hat size?


To determine your hat size we suggest that you use a cloth tape measure. You want to measure the circumference of your head. To do this, place the tape 1/8 of an inch above your ears, across the mid-forehead, completely circling your head. Make certain the tape lies midway on your occipital bone (that little bump in the middle of the back of your head). Be sure to hold the tape firmly, but not too tightly. The idea is to try to measure your head exactly where your hat will be worn. If your measurement falls between sizes, choose the next largest size.

Please be aware that hats are like other apparel and sizes can vary from one manufacturer to another. Check the manufacturers size chart for the brand that you are buying in order to obtain a perfect fit.

Payment


> What payment methods can I use?

All orders (apart from wholesale orders) should be placed through the website using your credit or debit card or you can pay via Paypal. 

We accept all cards except American Express and Diners.

All orders (apart from wholesale orders) should be placed through the website using your credit or debit card or you can pay via Paypal. 

> My credit card payment isn’t being accepted. What can I do?


There are several things to check if your card doesn’t appear to be working:

Ensure that the card expiry date and start date have been entered in the correct order. Our payment system requests the expiry date first.

Make sure that the name you enter in the credit card section matches that printed on the front of your card and that your billing address matches what is printed on your bank statements.

Check that the telephone number and postcode you entered do not contain anything other than letters and numbers. The payment will fail if there are n/as, full stops, commas, exclamations or any other symbols. If you do not have a postcode or telephone number, enter a zero.

If you do not have an issue number, leave that box empty

Orders over a certain amount will require a 3D secure password to be entered that are intended for your own security. This is a password that you set up for your own account with your bank and can be done at the time of your order via a pop up by VISA. If you have already done this previously and cannot remember your password, you can reset it after three attempts.

If you live outside the UK and your bank does not support 3D secure, this can cause your payment to fail. Please send us a message using the form above and we will tell you what to do in this circumstance.

If you are still unable to process your payment let us know using the form above and we will put it through for you.
> Ordering outside of the UK?

The currency converter should only be used as a guide. International customers note that all payments are taken in GBP Sterling so the actual amount charged will be the GBP sterling price converted at the current exchange rate used by your card provider.

Website issues

> I can’t see the whole screen, what can I do?

Check your screen resolution. The website is best viewed at resolutions of 1024×768 and above.

> Why can’t I put an item in my basket?

On occasion, certain web browsers can have problems. If you are unable to use another browser, please use the contact us form to advise of the problem and we can put the item through for you.

Do you do wholesale?

Yes! If you are interested in placing a wholesale order, please send us an email to wholesale@urbanexcess.com stating the product name, colour and quantity you are looking to buy and we will reply with all the information you will need.

We know there is always room for improvement so we always like to hear from our customers (even if it is a complaint!). We encourage feedback in order to improve our offering and service to ensure our customers are completely satisfied - we want you to return to the site and to recommend us to your friends and family. If you have any questions or feedback please contact the Urban Excess Customer Care Team.

Corporate Enquiries

IMPORTANT: Customer Care queries will not be answered. The following email addresses are for Corporate Enquiries only.

New brands/suppliers E-mail us a short introduction to your company along with your catalogue/product images to:
email: marketing@urbanexcess.com

 

Advertise

With Urban Excess you reach more than 2500 unique fashion and music-interested visitors every week.
email: marketing@urbanexcess.com

 

General Marketing, Affiliate Schemes & On-Line Partners email marketing@urbanexcess.com