Frequently Asked Questions
Questions about the order
What are the advantages of a customer account?
By creating a customer account, you can access your order history, change billing and delivery addresses or subscribe to / unsubscribe from the newsletter. In addition, further orders can be placed easily and without entering your personal data again. Of course, you can also order from us without a customer account. If you have any further questions about your account, please contact us using the contact form.
Which payment options are accepted?
payment with credit card
You have the choice between VISA, Mastercard and American Express. Payment is made through our partner Stripe. Your credit card details are transmitted via a secure SSL connection and are not stored by us.
Payment by PayPal
You pay the invoice amount via the online provider PayPal. As soon as the invoice amount has been booked on our account, the goods will be sent to you.
Payment in advance (bank transfer):
Bank details:
Credit Suisse
Urbany's Switzerland GmbH
IBAN: CH23 0483 5157 9102 7100 0
Your order will be shipped as soon as we have received your payment. Please note that the transfer can take different lengths of time depending on the bank.
Important: Please use your order number as the reason for payment when making the transfer.
How can I use a voucher?
If you have received a voucher, you can redeem it during the order process. Only one voucher can be redeemed per order.
Can I change my order after I have placed it?
Our ordering and shipping processes are automated. Your order will be processed and shipped within a very short time. We can therefore guarantee fast delivery times, but cannot make any subsequent changes.
Can I cancel my order?
You have a right of withdrawal when purchasing from the Urbany’s shop. The withdrawal period is 14 days from the day of receipt of the goods. If you want to cancel your order, please contact our customer service in advance. You can find the contact form in the Contact / Customer Service section. A refund of the purchase price is no longer possible after the deadline.
Shipping questions
Which delivery service will my order be sent through?
All URBANY'S orders within the European Union (EU) are shipped with DHL.
Shipping destinations and duration:
URBANY'S offers free shipping to buyers within the EU. Additional shipping costs apply for orders outside the EU.
All delivery conditions mentioned on the website (shipping days, delivery time in working days, shipping date, etc.) are to be understood as estimated information and are not to be considered as final or guaranteed delivery deadlines.
The buyer is responsible for entering the correct delivery address. In the event of a failed delivery due to an error in the delivery address provided by the buyer, URBANY'S assumes no responsibility for the (partial) loss of the shipment. If URBANY'S requires additional information regarding a delivery address, URBANY'S is entitled to contact the buyer for this information. In this case, delivery delays are not excluded.
URBANY'S makes all reasonable efforts to deliver the order to the delivery address within the expected delivery period. URBANY'S is not liable for delays in the delivery of an order.
If there is a delay in delivery or if it cannot be executed, the buyer will be informed as soon as possible after placing the order. In this case, the buyer has the right to cancel the contract free of charge.
For more information on shipping, please refer here.
Delivery times within the European Union (EU):
1-3 days
Delivery times outside the EU
6-12 days
How do I return the goods?
Products ordered in our online shop can be revoked within 14 days of receiving the goods. Notify your revocation via our contact form and send the goods to be revoked to the following address within 14 days of notification:
URBANY'S
c/o acut fulfillment
Motzener-Strasse 36-38
12277 Berlin Germany
Once it arrives, we will refund the invoice amount to the payment method you provided when placing the order. Please note that the costs for the return shipment are the responsibility of the buyer, and we do not cover these costs in the event of a revocation.
Is there a guarantee on the items purchased?
We grant you a two-year guarantee on our watches / products. This means that the guarantee only applies to the movement, but not to other parts such as the glass, bracelet or case.
You can always contact our customer service if something is wrong with your order. You can reach our customer service at: contact@urbanys.com.
You can find more information in our terms and conditions.
Questions from bloggers / influencers / photographers
I am a blogger / influencer / photographer and would like to work with Urbany’s, what do I have to do?
We work regularly with bloggers / influencers / photographers on social media. If you are interested in working with us, contact socialmedia@urbanys.com.
