FREQUENTLY ASKED QUESTIONS
We're here to help
At Urban Thread, the complete satisfaction of our customers is always top priority. Check out some of our frequently asked questions below, and feel free to get in touch if you need additional information. We'll get back to you as soon as we can.
How to place an Order?
To place your order, follow these steps :
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Browse through our wide range of products until you find something you like. After you’ve chosen what you want, select the relevant size, if applicable. You can check out our size chart for reference.
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Once you’re done, click the ‘Add To Cart’ button.
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After you have added all the products, click on the cart icon on the top right. You can either choose to continue shopping or confirm the order and click ‘Checkout’.
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From there, you can either login to your existing Urban Thread account or simply continue as a 'New User' and create one.
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Once you’re done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking ‘Place Order’.
How do I know If my order was placed successfully?
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Once you successfully place your order, you will receive a confirmation email & SMS/Whatsapp with details of your order and your order ID.
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You’ll receive another email & SMS/ Whatsapp once your order is shipped out. All you have to do then is, sit back, relax, and wait for your awesome product(s) to arrive!
How can I modify/cancel my order?
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You can easily modify your order by directly reaching out to us on our Whatsapp or you can email us on urbanofficialltd@gmail.com
How can I get my refund after cancellation/return?
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Your refund will be processed within 5 - 7 business days and will be credited to your account based on your preferred method.
I wish to add few more products in my order. Will it be possible?
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Once you have confirmed the order and we have accepted it, you cannot add any more products to your order. You will have to place a fresh order for the other products.
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No. These are charges applicable each time an order is placed and are non-refundable.
Incase I return the products will the shipping charges be credited back?
I have created an exchange request. When will the product be Picked up?
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Once we receive this request, someone from the courier partner's team will arrive at the address for a pickup within 2 business days. Please ensure the product(s) and the tags are intact on the product(s) for it to be accepted by the courier company.
When will I get my exchanged product delivered?
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Your exchange product will be shipped from our warehouse after the returned product has been picked from your end. Orders in India, once shipped, are typically delivered in 1-4 business days in metros, and 4-7 business days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.).
What are the terms of Return Policy?
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Customers can return their order within 10 days after an order has been delivered. We have a reverse pick up facility for most pin codes. For pin codes that are non- serviceable by our courier partners against the reverse pick up policy, you will have to self ship the product(s).
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In the interest of hygiene, we may refuse returns where it's obvious that the item has been worn, washed or soiled. Defective products need not be sent back to us, unless confirmed by the Customer Experience Team. If you have received a defective product, send us images on our Whatsapp or Email us on urbanofficialltd@gmail.com and we will get back to you. Once confirmed by the Customer Experience Team the refund will be provided into your bank account
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If you have to return anything from a combo pack, the whole pack will have to be returned. There will not be any partial returns accepted. If there is a manufacturing issue, or if you have any other query regarding this, you can contact us on the number or email us
If there are any other issues/ delays that come up, or you need the order to be delivered urgently, write to us at urbanofficialltd@gmail.com or you can Whatsapp us, we will see what we can do to help.