Frequently Asked Questions

Estimated delivery dates are mentioned in each product and depends on the product. For products in stock, the delivery time is 3 working days for locations within Colombo District, 5 working days islandwide. If the product is not in stock, the delivery time is 6 working days for locations within Colombo District, 8 working days islandwide. The delivery may get delayed due to unforeseen circumstances such as the product being out of stock, unavailability of stock with the supplier or an international shipment. In such cases, URBAN reserves the right to inform the customer and cancel the order or propose alternate products. 

For items below 1kg delivery is free within Colombo metropolitan region including Wattala, Kelaniya and Kiribathgoda. Outside Colombo Metropolitan Region, we charge a minimal amount depending on the weight and the distance.

Yes its possible to place and order and collect it from our office. Please send us an email request to [email protected] after placing the order and we will aranged it to be picked up from our office at Crescat Blvd, Colombo 3.

While placing the order after you have entered the billing and shipping addresses, under Payment options, you may choose “ Cash On Delivery”. Our current COD limit is LKR 23000.

First place your order and then make a bank transfer to one of the following accounts. You can email the slip to [email protected] once the deposit is done.

Urban Utopia (PVT) LTD
Sampath Bank | Nawam Mawatha

Urban Utopia (PVT) LTD
Hatton National Bank | Bambalapitiya

A refund will be given if the request is made within 10 days of purchase and the reason behind the request is genuine and valid. Please refer to our warranty and after-sales service section for more information on refunds.
At the Checkout page select “Amex, Frimi, and other international cards | 0% and other Instalment plans (Sampath, DFCC, Combank, HNB)” payment option and choose from multiple EPP options. Also you have the option to pay in instalments using your debit card with our MintPay payment portal. 
  1. Try to use your official email ID
  2. Give all possible details about your shipping address along with Landmarks. This will help the delivery person to reach you fast and easily.
  3. While paying through Credit card, please make sure you do not press the payment button twice. This can create technical issues.
  4. In cases where the FMU (Fraud Management Unit) require verification, we may ask for certain documents (Proof of ID and Copy of the Credit Card.)
Yes, your payment happens online through Sampath Bank secure payment gateway which is Visa verified and MasterCard secured. Your details remain private to you as we do not collect your credit card details. We accept all internationally accepted visa/master/Amex debit/credit card.

You may cancel your order provided the order is delayed from more than 5 working day and the order is not dispatched from our end. You may choose to refund the amount to your gift card balance or to your original payment method.


You may refuse to accept the item while delivery. In case of a packed item, do not open the original package. The specifications will be available on the box. Verify the details and return it to us with the invoice. We will arrange and deliver the replacement to your address.

All URBAN electronic products (Except accessories) come with a warranty. To extend the warranty to 1 or 2 more years, simply choose it from the drop down menu next to the price tag.
Yes, all electronic products purchased at URBAN come with a Warranty.Extended warranty can also be purchased through URBAN.

Yes, all products advertised on URBAN are new, we order directly from the authorized supplier in the region so each item you receive will come with the original manufacturer’s packaging.

Please contact us at [email protected] and inform us for an alternate schedule.

Please contact us at URBAN If you change your mind before we dispatch the order. We will issue a Gift Voucher worth the amount that you have spent. A complete refund will only be possible if your reason for cancelling the order is valid and approved by the management.

Please contact us at [email protected] and inform us the new address.