Frequently Asked Questions
How many days will it take for an item to be delivered?
It 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.
Is the delivery free of charge?
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.
Can I place an order and collect it from the store?
How do I place a COD (Cash on delivery) order online?
While placing the order after you have entered the billing and shipping addresses, under Payment options, you may choose “ Cash On Delivery”.
How can I avail the EPP (easy payment plan) for online orders?
You can make the payment online and call and convert your payment into installment with your bank. For this you need to use a credit card. This facility is only provided by selected banks.
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.
What do I need to know while shopping online at Urban.lk?
1. Try to use your official email ID
2. Give maximum 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.)
Is the payment safe and secure?
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 debit/credit card.
What if I want to cancel my order?
You may cancel your order provided the order is not dispatched. In such cases, a nominal amount will be deducted from the payment for processing and handling.
I've been delivered a wrong item! What now?
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.
How do I request for an extended warranty?
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.
Do all electronic products have warranty?
Yes, all electronic products purchased at URBAN come with a Warranty. The Invoice is your proof of purchase for any warranty claim. Extended warranty can also be purchased through URBAN.
Are all items sold at URBAN new?
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.
What happens if I'm not at home to accept delivery?
Please contact us at [email protected] or 0117446744 and inform us for an alternate schedule.
What if I change my mind?
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.
What if i change my delivery address?
Please contact us at [email protected] and inform us the new address.
*Estimated delivery dates are mentioned in each product.