FREE WORLDWIDE SHIPPING ON ALL ORDERS FOR A LIMITED TIME

Customer Care

CUSTOMER CARE

LOOKING FOR AN ANSWER TO A BURNING QUESTION? HAVE A PROBLEM WITH YOUR ORDER? WHILE OUR CUSTOMER SERVICE TEAM SEEKS TO MAINTAIN A 24 HOUR OR LESS RESPONSE TIME, SOMETIMES WE CANNOT BE THERE RIGHT AWAY.

BELOW ARE ANSWERS TO SOME COMMON QUESTIONS WE RECEIVE. PLEASE REVIEW THESE COMMON INQUIRIES BEFORE EMAILING OUR TEAM.

 

GENERAL INFORMATION

I HAVE A COMPLAINT OR A GENERAL INQUIRY ABOUT URBAN FITT.
WE VALUE YOUR FEEDBACK AND WILL WORK TO HELP IN ANY WAY WE CAN! PLEASE USE THE FORM HERE, OR DM US ON INSTAGRAM.
I AM WORRIED ABOUT GIVING MY PERSONAL INFORMATION TO YOUR BUSINESS, HOW CAN I TRUST YOU?
WE ARE 100% CONFIDENTIAL AND WILL NOT RELEASE ANY OF YOUR INFORMATION TO THIRD PARTIES, OR USE FOR ANY PURPOSE ASIDE FROM WITHIN OUR BUSINESS. YOUR INFORMATION IS SECURED ON A VERIFIED, ENCRYPTED DOMAIN. PLEASE SEE OUR PRIVACY POLICY FOR MORE INFORMATION.
HOW DOES YOUR SIZING WORK?
OUR SIZING DIFFERS ACROSS ALL PRODUCTS, TO BE CERTAIN ON A SPECIFIC PRODUCT, VISIT THE INDIVIDUAL PRODUCT PAGE FOR ACCURATE MEASUREMENTS. IF YOU ARE IN BETWEEN SIZES, TAKE NOTE THE MAJORITY OF OUR PRODUCTS DO FIT SMALLER, SO ORDER THE LARGER SIZE. FOR MORE INFORMATION, VISIT OUR SIZING GUIDE
WHERE CAN I CONTACT YOU? TO GET AHOLD OF US FOR ANY INQUIRIES, YOU CAN DM US ON OUR INSTAGRAM PAGE, USE OUR CONTACT FORM, OR ALTERNATIVELY, DIRECTLY EMAIL US AT URBANFITTCLOTHINGSTORE@GMAIL.COM.

ORDERS AND PAYMENT

HOW CAN I PAY FOR MY ORDER?
WE CURRENTLY ACCEPT VISA, AMEX, MASTERCARD, APPLEPAY AND PAYPAL. WE CURRENTLY DO NOT ACCEPT CASH ON DELIVERY.
WHAT CURRENCY IS YOUR WEBSITE DISPLAYED IN?
OUR PRICES ARE SHOWN IN YOUR LOCAL CURRENCY AND PROCESSED IN USD. IT IS IMPORTANT TO NOTE THAT CONVERSIONS ARE DONE AUTOMATICALLY, PLEASE KEEP UPDATED WITH THE LATEST CONVERSION RATES FOR YOUR LOCAL CURRENCY.
MY ORDER STATUS SAYS "CANCELLED", BUT I DIDN'T CANCEL IT.
OUR CHECKOUT PROCESS IS DESIGNED TO CATCH CREDIT CARD FRAUD AND OTHER VARIOUS SUSPICIOUS ACTIVITY. THIS PROBLEM IS GENERALLY ATTRIBUTED TO A FAILURE OF PASSING OUR SECURITY CHECKS, CONTACT US AND WE WILL HELP YOU SORT THIS OUT.
MY ORDER STATUS SAYS "FULFILLED", WHAT DOES THIS MEAN?
THIS MEANS WE HAVE RECEIVED AND PROCESSED YOUR PAYMENT. AT THIS STAGE, WE HAVE SENT YOUR ORDER TO THE POST OFFICE AND WILL BE EXPORTED AND ON THE WAY TO YOU VERY SOON. PLEASE VISIT OUR SHIPPING PAGE FOR FULL DETAILS ON ORDER AND SHIPPING SCHEDULING.
I WANT TO CHANGE MY ORDER, BUT I'VE ALREADY PAID, IS IT TOO LATE?
WE ARE NORMALLY VERY QUICK ON PROCESSING YOUR ORDER, HOWEVER IF YOUR ORDER STATUS HAS NOT BEEN CHANGED TO "FULFILLED," THEN THERE IS STILL TIME. PLEASE CONTACT US TO FILL OUT A CHANGE/CANCELLATION REQUEST.
MY ORDER IS MISSING AN ITEM.

ORDERS CAN BE SUBJECT TO SEPARATE SHIPMENTS FOR MANY REASONS.

  • IF AN ITEM IS NOT IN STOCK, WE WILL NOT HOLD THE ORDER; WE WILL SHIP OUT WHAT IS AVAILABLE AND SEND THE REST IN A SEPARATE SHIPMENT . IF YOU HAVE ORDERED AN ITEM THAT IS OUT OF STOCK, WE WILL NOTIFY YOU VIA EMAIL IN THIS CASE.
  • WE ARE CURRENTLY SHUFFLING FULFILLMENT CENTRE'S TO THE USA AND HAVE DIFFERENT ITEMS HOUSED AT DIFFERENT FULFILLMENT CENTRES .
  • LARGER ORDERS WILL BE SENT IN SMALLER SHIPMENTS TO MITIGATE CUSTOMS CHARGES INCURRED BY OUR CLIENTS.
IF YOU ARE CONCERNED ABOUT A MISSING SHIPMENT, YOU CAN CLICK THE BLUE 'VIEW MY ORDER' BUTTON FROM ANY SHIPPING CONFIRMATION EMAIL AND SEE THE SEPARATE TRACKING NUMBERS FOR YOUR ORDER. IF YOU HAVE ONLY ONE TRACKING NUMBER AND ONLY RECEIVED A PARTIAL SHIPMENT, PLEASE CONTACT OUR TEAM.
HOW CAN I TRACK MY ORDER? ONCE WE HAVE SENT THE ITEM TO THE POST OFFICE AND MARKED YOUR ORDER AS FULFILLED, A TRACKING NUMBER IS SENT TO YOU VIA EMAIL AND BY OUR SHIPPING SERVICE, AFTERSHIP. IF YOU HAVE NOT RECEIVED THIS EMAIL, PLEASE CHECK YOUR SPAM FOLDER. 

SHIPPING/DELIVERY

SHIPPING POLICY

VIEW OUR DETAILED SHIPPING POLICY HERE.

I'VE ORDERED, WHEN WILL I RECEIVE MY PRODUCT?

DELIVERY TIMES ARE VARIED, PLEASE SEE OUR SHIPPING POLICY FOR A FULL EXPLANATION.

DO YOU INSURE YOUR DELIVERIES?

IF YOU WISH TO HAVE THAT EXTRA ASSURANCE IN THE EVENT OF ANYTHING GOING WRONG DURING THE DELIVERY, WE PROVIDE SHIPPING INSURANCE IN OUR CHECKOUT PROCESS. IT CURRENTLY PRICED AT 4.99 USD. THIS PLACES ALL RESPONSIBILITY ON FITSTAR AND ANY ORDER WILL BE COMPLETELY REIMBURSED OR RESHIPPED. UNINSURED DELIVERIES, UNFORTUNATELY WE CANNOT COVER AND ARE NOT HELD LIABLE FOR.

ORDERS MARKED DELIVERED TO THE ADDRESS PROVIDED BY THE CARRIER ARE NOT OUR RESPONSIBILITY AND THE ORDER IS CONSIDERED COMPLETE AT THIS POINT. 

WHERE IS MY ITEM?

A TRACKING NUMBER WILL BE GENERATED FOR YOU ONCE YOUR PRODUCT HAS BEEN CLEARED FOR DEPARTURE. PLEASE BE PATIENT AS THIS CAN TAKE FROM 24-96 HOURS AFTER YOUR ORDER HAS BEEN PLACED. YOU WILL BE ABLE TO TRACK THE MOST RECENTLY POSTED LOCATION OF YOUR ORDER VIA THIS TRACKING LINK EMAILED TO YOU VIA A SHIPPING CONFIRMATION. 

MY TRACKING NUMBER HASN'T UPDATED.

WE KNOW YOU ARE EXCITED TO RECEIVE YOUR ITEMS. IF THE TRACKING INFORMATION HAS NO POSTED UPDATE, IT SIMPLY MEANS THERE HAS NOT BEEN AN UPDATE TO POST. TRACKING UPDATES ARE POSTED AS EACH SET OF HANDS TOUCHES THE PACKAGE AT EACH WAYPOINT ON IT'S WAY TO YOUR DESTINATION. UNFORTUNATELY, OUR CUSTOMER SERVICE TEAM CANNOT PROVIDE ANY EXTRA DETAILS AS TO THE PACKAGE LOCATION PAST YOUR TRACKING INFORMATION.

FOR A MORE DETAILED ANSWER, IT IS ADVISED TO CONTACT THE CARRIER LISTED ON YOUR TRACKING INFORMATION AS THEY ARE HANDLING THE DELIVERIES AND ARE DIRECTLY INVOLVED WITH THE TRANSIT OF YOUR PACKAGE.

I STILL HAVEN'T RECEIVED MY ORDER AFTER XXX DAYS.

PLEASE VIEW YOUR TRACKING INFORMATION LOCATED ON YOUR ACCOUNT OR VIA OUR SHIPPING CONFIRMATION. WHILE WE ARE HAPPY WITH OUR CURRENT SHIPPING PROVIDER, SOMETIMES DELAYS AND MISTAKES DO OCCUR. IF YOU HAVE NOT RECEIVED YOUR ORDER AFTER 30 BUSINESS DAYS FROM THE EXPORT DATE, THE PACKAGE IS PRESUMED LOST AND A REQUEST FOR RESHIPMENT OR REFUND CAN BE SUBMITTED TO OUR CUSTOMER SUPPORT. FOR MORE INFORMATION, PLEASE REVIEW OUR SHIPPING POLICY.

I HAVE RECEIVED THE WRONG ITEM.

IN THE RARE OCCASION THAT THIS OCCURS, WE APOLOGIZE. PLEASE CONTACT US IMMEDIATELY WITH THE FOLLOWING INFORMATION:

  • ORDER NUMBER
  • THE NAME OF THE ITEM YOU HAVE RECEIVED
  • THE NAME OF THE ITEM YOU SHOULD HAVE RECEIVED
  • A PHOTO OF THE ITEM YOU HAVE RECEIVED.

AFTER RECEIVING THE ABOVE INFORMATION WE WILL WORK ON RECTIFYING THIS PROBLEM. PLEASE ENSURE THAT ADEQUATE PROOF IS IN ORDER FOR A MEMBER OF OUR SALES TEAM TO VERIFY AND CORRECT THIS FOR YOU. YOUR INFORMATION AND PHOTOGRAPH SHALL BE VERIFIED BEFORE ANY CORRECTION PROCESS BEGINS. 

PLEASE DO NOT RETURN ANY WRONGLY SHIPPED ITEMS WITHOUT PERMISSION FROM THE SALES TEAM AS THIS MAY SLOW THE PROCESS EVEN FURTHER. 

IN EVENT THAT A WRONG ITEM NEEDS TO BE RETURNED, WE SHALL COVER THE PACKAGE SHIPPING COSTS. 

I HAVE RECEIVED A DEFECTIVE ITEM.

IN THE RARE EVENT THAT YOU RECEIVE A DEFECTIVE ITEM, DON'T PANIC, WE WILL TAKE CARE OF IT FOR YOU. PLEASE CONTACT US WITH THE FOLLOWING INFORMATION,

  • YOUR ORDER NUMBER
  • WHICH ITEM IS DEFECTIVE
  • A DESCRIPTION OF THE DEFECT
  • A PHOTOGRAPH OF THE ITEM SHOWING THE DEFECT.

UNLESS THE ADEQUATE INFORMATION ABOVE IS SUPPLIED, WE CANNOT GO THROUGH THE REPLACEMENT PROCESS.

PLEASE DO NOT RETURN ANY DEFECTIVE ITEMS UNLESS ADVISED BY A MEMBER OF OUR SALES TEAM, AS THIS MAY SLOW DOWN THE RETURN PROCESS FURTHER.

THERE IS NO NEED TO RETURN AN ITEM DEEMED APPROPRIATELY DEFECTIVE BY OUR TEAM, WE WILL SIMPLY SEND A REPLACEMENT AT NO COST TO YOU.

MY PACKAGE WAS MARKED DELIVERED, BUT I DID NOT RECEIVE IT.

WE CAN ONLY SEND ITEMS TO THE ADDRESS IN WHICH THE CUSTOMER HAS PROVIDED US. WE ARE NOT LIABLE FOR PACKAGES DELIVERED TO INCORRECT ADDRESSES PROVIDED. IF YOU ARE CERTAIN YOU HAVE PROVIDED THE CORRECT ADDRESS, PLEASE CONTACT THE CARRIER INVOLVED WITH THE DELIVERY OF YOUR ORDER. THE CARRIER INFORMATION IS STATED ON YOUR TRACKING INFORMATION.

ORDERS MARKED DELIVERED TO THE ADDRESS PROVIDED BY THE CUSTOMER ARE CONSIDERED COMPLETE AT THIS POINT AND UNFORTUNATELY, WE CANNOT BE HELD LIABLE OR RESPONSIBLE FOR ANY NON RECEIPT INQUIRIES AT THIS POINT.

DEALS, SALES AND PROMOTIONS

I'VE FOUND A BETTER DEAL ELSEWHERE ON A SIMILAR ITEM, WILL YOU MATCH/BEAT THEIR PRICE?
WE VALUE YOUR BUSINESS AND WILL BEAT COMPETITOR PRICING. PLEASE EMAIL URBANFITTCLOTHINGSTORE@GMAIL.COM OR DIRECT MESSAGE ON INSTAGRAM FOR PRICE MATCHING ACCOMMODATIONS.
I WANT A BETTER DEAL! WHAT CAN YOU DO FOR ME URBAN FITT?
PLEASE VISIT OUR DEALS PAGE FOR THE LATEST OFFERS. ALSO YOU MAY SIGN UP FOR OUR NEWSLETTER FOR THE LATEST ITEMS AND DEALS.
MY DISCOUNT CODE DOESN'T WORK
PLEASE CHECK OUR DEALS PAGE TO ENSURE YOUR CODE IS STILL AVAILABLE. ALSO, DISCOUNT CODES ARE CASE SENSITIVE, PLEASE ENSURE IT IS CAPITALIZED AND SPELLED CORRECTLY. IF YOU ARE STILL EXPERIENCING PROBLEMS, PLEASES DROP US A LINE AT SALES@FIT-STAR.CO AND WE WILL GET IT SORTED.
AN ITEM I WANTED IS NO LONGER ON SALE, CAN YOU STILL GIVE ME THE PRICE?
ALL GOOD THINGS, UNFORTUNATELY, MUST COME TO AN END AND YOU MISSED OUT THIS TIME. HOWEVER WE ARE ALWAYS OFFERING NEW PROMOTIONS AND WAYS TO SAVE, CHECK HERE FOR THE LATEST DEALS.

RETURNS

RETURN POLICY
PLEASE VIEW OUR DETAILED RETURN POLICY HERE.
I'VE MADE A MISTAKE AND CHANGED MY MIND ABOUT MY ORDER, MAY I HAVE A REFUND?

PLEASE SEE OUR RETURN POLICY FOR ALL RETURN/REFUND/EXCHANGE RELATED QUESTIONS.

DO YOU COVER RETURN SHIPPING COSTS? DUE TO FRAUDULENT ATTEMPTS BY CERTAIN CLIENTS, WE NO LONGER COVER RETURN SHIPPING COSTS. IT IS THE CUSTOMERS RESPONSIBILITY TO COVER THE RETURN SHIPPING FEES. ANY DELIVERIES SENT C.O.D. WILL BE RETURNED TO SENDER AND THE RETURN WILL NOT BE PROCESSED.

ACCOUNT

I NEED TO CHANGE MY SHIPPING INFORMATION.
LOGIN TO YOUR ACCOUNT AND YOU WILL BE RIGHT AT YOUR ACCOUNT DASHBOARD. AT THE BOTTOM OF YOUR PAGE, YOU'LL SEE THE OPTION TO 'MANAGE ADDRESSES', CLICK ON THIS AND YOU'LL BE GIVEN THE OPTION TO CHANGE YOUR BILLING & DELIVERY ADDRESS.
I'VE FORGOTTEN MY PASSWORD
IF YOU'VE FORGOTTEN YOUR PASSWORD, CLICK 'FORGOT YOUR PASSWORD?' ON THE LOGIN PAGE. YOU'LL BE ASKED TO ENTER YOUR EMAIL ADDRESS, TO THEN BE SENT AN EMAIL WITH INSTRUCTIONS ON HOW TO SUCCESSFULLY RESET YOUR PASSWORD