Frequently Asked Questions
1. How long are shipping times?
Your products will ship within one to five days of you placing an order, and then take 10-20 days to reach your doorstep. Each product at UrbanStuff has an estimated delivery time that you can find in the product description.
2. What's your return policy?
Instead of returning items, you can contact us for a full refund. Why? Returns run counter to our emphasis on sustainability: every return has a carbon footprint. So just tell us what went wrong, send along a pic, and we will give you your money back in full. Then if possible, you can donate your product to a local charity, or simply recycle it.
3. Can I cancel my order?
Cancellations are possible if you do not receive your package within the timeframe specified for each individual product. Sometimes orders get sent out before we can process the cancellation. So if you cancel the order but still receive the package, then please go ahead and do one of three things: recycle it, donate it or enjoy it.
4. What happens if I get the wrong item?
If there is an issue with the order - if it's the wrong size, wrong colour, defective or otherwise not exactly what you wanted - then simply notify us, and we will give you a refund. You won't be asked to ship the product back to us.
5. Do you offer exchanges?
We do not offer exchanges. However, if for any reason you didn't get the exact product you expected, just let us know, and we will get you a new one.
6. I purchased a Digital Gift Card, how does it work?
When you a gift card, you will automatically receive an email that contains a unique gift card code that you can use at checkout to redeem its full or partial value.
If the balance available on the gift card is less than the order total, our system will record the balance left on the gift card for the next transaction. You can request this balance at any time by emailing us here.
If the balance available on the gift card is more than the order total, then you will be prompted at check out to choose a second payment method for the balance before placing the order.
- If you are purchasing for someone else as a gift, simply forward the email with the unique code to them for redemption.
7. How Do I Use AfterPay?
Simply shop with HotFrog and choose Afterpay as your payment method at checkout. Download the AfterPay App and enter your details.
AfterPay will give you a credit limit as well as a code to use at the checkout or instore.
After you check out, the goods will be shipped to you directly. At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise Afterpay will automatically take the money from your debit or credit card every 2 weeks.
Still haven't found your answers? Reach out to us here here