Shipping policy

Delivery & Shipping Policy

At UrbanTheory, we aim to provide a smooth, reliable, and transparent delivery experience. We carefully process each order and work with trusted shipping partners to deliver your purchase safely to the address provided at checkout.

Delivery Times

Orders are shipped from China to eligible destinations across Europe.

Estimated delivery time is typically 7–15 business days, depending on the destination, selected shipping method, carrier availability, and customs clearance procedures.

Please note that delivery dates are estimates and cannot be guaranteed. Delivery may take longer during periods of high demand, public holidays, severe weather, customs inspections, transportation disruptions, or other circumstances beyond our reasonable control.

Once your order has been handed over to the carrier, delivery is managed by that carrier. However, we will make reasonable efforts to assist you with delivery-related issues where possible.

Order Processing

Orders are processed after payment has been successfully received and verified.

Please allow 1–3 business days for your order to be prepared and dispatched. Processing times may be longer during promotional periods, holidays, or other exceptional circumstances.

Once your order has been shipped, you will receive a confirmation email with tracking information, where available.

Shipping Destinations and Costs

We currently ship to eligible destinations across Europe. Available destinations, shipping methods, and delivery options may vary by location and will be shown at checkout.

Shipping costs, where applicable, are calculated and displayed before payment is completed. Any free-shipping promotion or shipping incentive will be clearly communicated on our website and may be subject to specific conditions.

Tracking Your Order

Where tracking is available, it will be provided after shipment. Please allow some time for tracking information to become active once the carrier has received and scanned the parcel.

A delay in tracking updates does not necessarily mean that the shipment has been lost or delayed.

Address Accuracy and Changes

Customers are responsible for providing complete and accurate shipping and contact information at checkout.

We cannot be held responsible for delays, failed deliveries, or additional costs caused by incorrect, incomplete, or inaccessible delivery information. If a parcel must be reshipped due to an incorrect address, additional shipping charges may apply.

If you notice an error after placing your order, please contact us as soon as possible. We will do our best to help, but changes cannot be guaranteed once the order has entered the shipping process.

Delays, Lost, or Damaged Parcels

Delays may occasionally result from carrier issues, customs procedures, weather conditions, public holidays, strikes, technical problems, or other unforeseen events.

If your order appears significantly delayed, lost, or arrives damaged, please contact our customer service team with your order number. For damaged items, please also provide clear photographs of the parcel and products received.

We will investigate with the relevant carrier and provide an appropriate solution where applicable and in accordance with relevant law.

Customs, Duties, and Taxes

Customs duties, import taxes, or other charges may apply depending on the destination and local regulations.

Where these charges are not included in the purchase price or shipping fee, they may be payable by the customer. Customers are also responsible for complying with applicable import requirements in their country of delivery.

Refused Deliveries

If an order is refused or required customs or delivery procedures are not completed, additional costs may be incurred. Where permitted by applicable law, these costs may be deducted from any applicable refund.

Customer Support

For questions about your shipment, delivery status, or available shipping options, please contact our customer service team using the contact details on our website.

Please include your order number so we can assist you as efficiently as possible.