Orders:
1. How can I place an order on Urban Clad?
To place an order, browse our collection, select your size, and add the item to your cart. Once you’re ready, proceed to checkout and follow the on-screen instructions to complete your purchase.
2. Can I modify or cancel my order after placing it?
Orders can be modified or canceled within one hour of placing them. Please contact our Customer Support team immediately to request changes or cancellations.
3. How do I check the status of my order?
You can track your order status by logging into your account on our website or using the tracking number provided in your confirmation email.
4. What should I do if I received the wrong item or a damaged product?
We apologize for the inconvenience! Please contact us immediately with your order number and photos of the item. We’ll arrange for a replacement or refund as needed.
5. Can I pre-order items that are out of stock?
Currently, we do not offer pre-orders. However, you can sign up for notifications on product pages to be alerted when items are back in stock.
Shipping & Returns:
1. What are the shipping options available, and how long does delivery take?
We offer standard and express shipping options. Standard shipping takes 3-5 business days, while express shipping takes 1-2 business days within Pakistan.
2. Do you offer free shipping?
Yes, we offer free standard shipping on orders over a specified amount. Please check our website for the current free shipping threshold.
3. How can I track my shipment?
Once your order is shipped, you will receive a tracking number via email. Use this number on our website or the courier’s website to track your package.
4. What is your return policy?
We accept returns within 14 days of delivery for items that are unused, unwashed, and in their original condition with all tags attached. Certain items are non-returnable, including undergarments and sale items.
5. Who covers the shipping costs for returns?
Return shipping costs are the responsibility of the customer, except for defective or incorrect items, in which case we cover the return shipping costs.
6. How long does it take to process my return?
Once we receive your returned item, we will inspect it and process your refund or exchange within 7 business days. Refunds typically take 7-10 business days to appear on your original payment method.
6. Can I exchange an item instead of returning it?
Yes, exchanges can be made within 14 days of delivery for different sizes or colors, subject to availability. Please contact us to arrange your exchange.
Payment:
1. What payment methods do you accept?
We accept payments via debit/credit cards, cash on delivery (COD), and online payment services for secure, convenient transactions.
2. Is Cash on Delivery (COD) available for all orders?
- Yes, COD is available for orders across Pakistan, with a nominal COD service fee added at checkout.
3. Are online payments on your website secure?
Absolutely. We use industry-standard encryption to protect your payment information and ensure secure transactions on our website.
4. Can I use multiple payment methods for a single order?
Unfortunately, we currently do not support multiple payment methods for a single order. Please select one preferred payment method at checkout.
5. Do you offer installment payment options?
Currently, we do not offer installment payments. However, we plan to introduce this option in the future, so stay tuned!
6. What should I do if my payment fails?
If your payment fails, please try a different payment method or contact our Customer Support team for further assistance. They can help guide you through the process.