All you need to know to place an order on the UrbanJudge.com website.

Step 1: Placing an order and payment.

1.1 Accepted Payment Methods We accept Visa, Visa Delta, Visa Electron, MasterCard, Maestro, Switch/Solo. Please note that WE DO NOT ACCEPT under any circumstances the following payment methods.

• Payment on delivery
• Instalments
• Cheque
• Bank Transfer
• Postal Order

1.2 Are my credit/debit card(s) details secure?

We understand how important it is to secure and store any information that we have securely. We maintain the highest levels of security, so we at UrbanJudge.com lock all your information away in a high security vault otherwise known as high level SSL encryption technology - the most advanced security software currently available for online transactions.

1.3 When will my card be charged?

We will only charge you once your order has been dispatched. When you enter your credit/debit card information and click "Confirm Payment" on the final review page, we simply authorise the payment to make sure that the details are correct and the necessary funds are available.

1.4 I am having problems registering my details online. What do I do?

Please double check that the details you have entered are correct. Make sure that the postcode and the street name have been entered correctly, without any spaces or hyphens. If you still have difficulties, please contact our customer care team with your address details and we will be happy to register your details for you.

1.5 Do you deliver outside the UK?

Yes. Delivery prices for the rest of the world are set at £6.99 GBP

1.6 Do you deliver to university addresses?

Yes, we do deliver to University addresses. However, please ensure that you have entered the relevant information, such as your room number, name of your residency hall, building block or department.

1.7 I've tried to purchase online but my card(s) has been declined.

If you receive notification that your credit or debit card has been declined, please check that you entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement. It could be that you have missed a number or letter. Alternatively, please use a different card. If that fails, please contact the bank that issued the card for further information. Please note that only your bank can tell you why your card has been declined.

Step 2: Delivery details and order amendments.

2.1 Can I cancel my order(s)?

We will start processing your order, immediately after you receive your order confirmation email. During this time we may be able to cancel your order. You will need to email our customer care team straight away, with Cancel/Amend in the subject line. However, once an order has been packed we are unable to modify your order and you will refuse delivery or return the items for a full refund.

2.2 Can I change my delivery address?

Unfortunately we cannot change your delivery address once the order has been confirmed.

2.3 Can someone else sign for my delivery(s)?

Yes. Your order will need to be delivered to a secure address, where the courier will be able to obtain a signature.

2.4 Why has my order been cancelled?

As stated in our website "All orders are subject to availability." We do our best to ensure that all items are in stock and available, but occasionally items become out of stock or are otherwise unavailable. If your order or part of your order is unavailable when your order is picked, you will be emailed to inform you that we are unable to ship that item. No payment will be taken for this item. We will ship any remaining item(s) that you have ordered.

Step 3: Where's my order?

3.1 How can I track my order(s)?

Standard UK Delivery - Delivery within 2-5 days Mon-Fri

Standard European Delivery – Delivery within 5-9 days Mon-Fri

Standard Worldwide Delivery – Delivery within 5-9 days Mon-Fri



3.2 I have missed the scheduled delivery.

Delivery of your order will be attempted twice. Should no one be available to sign for a delivery, a card will be left. The contact number stated on your card is the local sorting office; you will need to call them directly to re-schedule further delivery within 7 days of notification.

3.3 I have missed delivery(s) and my order has been returned.

Should you be unable to collect or arrange re-delivery, your order will be returned to us and will be processed as a return, and your card refunded. Please note that we are unable to re-send packages that are returned to us are undeliverable. If you would still like to re-purchase those items, please go online and place a new order. (Items are subject to availability). Please ensure that you put in an address where someone can sign for your delivery. Deliveries are attempted Monday-Friday. Our delivery partners will return your parcel back to us if:

• The address is incorrect or outdated, the package is returned to us by the carrier or the unintended recipient. Please double check your address carefully when placing a new order.
• Failed Delivery Attempts. Our nominated third party courier will make two attempts to deliver a package and will leave a calling card for you to reschedule further delivery or collection. Therefore, please ensure that someone at your nominated delivery address will be able to sign for your parcel.

3.4 My order has been delivered, but I have not received it?

All orders require a signature. If you live in communal flats, the courier may attempt to leave your parcel with a neighbour(s) if you are out. Therefore we advise you to, please double check with your neighbour(s) as they may have signed for your parcel on your behalf. If you reside in universities, please double check with your reception, as the courier would have delivered your parcel there. Please wait two-three days after dispatch before contacting us about a missing order. If your order hasn't arrived three days after dispatch, please contact our customer services department.

Returns

What is your Returns Policy?

If you are not completely satisfied with your purchase, please return the item the item within 14 days of the shipping date for a refund as long as the item is unused, in the original packaging and in a re-saleable condition. Full details of our returns policy can be found here

How do I make a return?

Please contact the customer care team and request a returns form which they will send via email. The completed returns form must be included in your returns parcel.

Please return your order to the following address:
UrbanJudge.com Returns
c/o Basestar 2000 Ltd
Unit 7
Broughton Trade Centre
95-103 Broughton Lane
Salford
Manchester
M7 1UH

Please ensure that you send the parcel via a secure and traceable method as the goods remain your responsibility until received at our offices.

How will I know if you have received my return?

An email will be sent when a return has been received. Please email us to determine if your return has been processed. We recommend that you send your parcel using a traceable method, such as recorded delivery where you will be able to trace the package until its delivery.

When will I receive my refund?

Your refund will be credited to the original card used once your returned item(s) have been processed and completed our quality check procedures. You will be sent an email confirming the refund to your card. Please allow 5-7 working days for your refund to be credited to your account depending on your card issuer.

I have received a faulty/damaged item.

If the item you received is faulty/damaged, please email to Returns@UrbanJudge.com and notify us as to the nature of the fault and return the item back to us within 14 days.

There is an item missing from my order or I have received the wrong item.

If you have received your order and an item is missing, you will need to carefully go through the contents of your parcel to ensure the missing item(s) has not slipped at the bottom of the packaging. Please also inspect the outer layer of the packaging for any signs of tampering. Should you still not be able to locate the missing item, please email us at info@UrbanJudge.com  quoting your order number and the style number, colour and size of the missing item (this information will be found on your invoice). If you have received the wrong item, please email info@UrbanJudge.com with a description of the item(s) that you received instead so that we may assist you further.

Exchanges

Can I exchange my order?

Please return the item to be exchanged within 14 days of the shipping date in the original packaging, unworn and in a re-saleable condition. Full details of our returns policy can be found here

Please fill out the Returns Note in the parcel you received. Please return your order to the following address:

UrbanJudge.com Returns
C/O Basestar 2000 Ltd
Unit 7
Broughton Trade Centre
95-103 Broughton Lane
Salford
Manchester
M7 1UH

Please ensure that you send the parcel via a secure and traceable method as the goods remain your responsibility until received at our offices.

How does the free shipping work