Frequently Asked Questions
If you need to check the progress of your delivery, you can use the below links to our couriers in order to find out what stage your parcel is at.
In order for you to find your tracking number please refer back to your order confirmation. You can also log into your customer account and go to the order information for the tracking number.
If your order is not on a tracked service and you have any enquiries please contact us at [email protected].
In order for us to help you with this enquiry please email us as soon as possible at [email protected].
There could be a number of reasons your order has been sent out to you incorrectly, it’s our job to help you and resolve the issue as swiftly as possible. We are always happy to help and get to the bottom of any issues that may arise.
Please contact us with the following information so we can help quickly and avoid any unwanted returns costs.
Wrong Item: Please check your order over to make sure all is correct and then send us any images possible and quote sizing and information that should be on the tags and packaging and send this to us at the following email address [email protected].
Damaged goods : Please send us an image of the fault, including any possible damage to the packaging to the email address [email protected].
We process our orders very quickly, so we ask that any requests to cancel or change an order are received by 12pm on the date of dispatch. We process orders between 9am and 4pm Monday to Friday.
Please note it is always best to call us if this is urgent as we may not always pick up the email requesting the cancellation.
We have a 30 day window from the date in which you receive the goods to return the item for a refund.
You can follow the instructions below to request and refund and return your goods.
- Please complete your return note advising if you wish to receive a refund or a replacement product. If you are requesting a replacement product, please provide the name and size of the item you would like us to send.
- Please send the products back unused with all packaging and tags originally on the item/s. If you could also put in the return note which is required for us to locate your order on the system (Please do not stick this anywhere on the product).
- If you could then send the package back to us, we advise using a tracked service so you are covered in case of loss or damage.
Once received our return process normally takes 5 to 7 days to process.
If you have chosen the tracked service with DPD, they will leave a text and card through your door to advise they have missed you during delivery, you can then go to their website www.dpd.co.uk and re-arrange delivery through the tracking facility.
If you have chosen the tracked service with Royal Mail you can go online at www.royalmail.com and re arrange delivery through the tracking facility.
If you have chosen the standard method for delivery it is likely you item may be left with a neighbour or sent back to the local Royal Mail depot. You should receive a card through the door advising you of the process you need to follow to pick your package up.
Please note parcels are only left for a limited time with the courier/postal service before being sent back, it is always advised to get in touch with them as soon as possible to avoid this.
During checkout you may be given the option to pay with Klarna. We offer you the chance to pay later in 30 days or to split your payment into 3 instalments.
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of payments to more than 170,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.
How does "Pay Later in 3" work?
" Pay Later in 3" will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Urban Surfer and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.
Am I eligible for Pay Later is 3?
To use Pay Later in 3 you must be at least 18 and is subject your financial circumstances. Klarna's assessment will not affect your credit rating.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay Later in 3 you'll need to provide your mobile number, email address, current billing address and a debit or credit card.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries that do not affect credit scoring and are only visible to you and Klarna.
How does Pay Later work?
Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you're happy. Complete the payment online, at your convenience with no extra cost. When choosing Pay Later Klarna's assessment will not affect your credit rating.
What happens if I don't pay for my order?
Payment is due 30 days after the item is shipped. To help you pay on time, Klarna will alert you two days before payment is due - you'll receive email reminders to pay - and if very late, Klarna will also send you a text or letter too. If you fail to pay Klarna for your order, your credit score will be affected.