When can I expect my order ?
At Urby we try our best to ship your items as quickly as possible. Once we get your order, it usually takes 1-5 business days for it to leave from our warehouse. The delivery time varies depending on your pincode.
How much do you charge for delivery?
We offer free shipping on any order over Rs 990. Otherwise a standard economy cost of Rs 100 will be applicable.
Do you ship internationally?
At this time, we don't ship internationally. We only ship within India.
How do I track my order?
As soon as your order is shipped, you will receive a tracking link from our processing team. This link will allow you to superspy on the delivery status of your order.
Can I get my order expedited?
Currently, we do not offer expedited shipping. However, in case your order is of urgent nature don't hesitate to write to our team on email@example.com. We have a fantastic processing team which will do their best to push your order up in the list and treat it as a priority.
What if I need to change my order's shipping address?
Please reach out to our support team via email on firstname.lastname@example.org as soon as possible and we’ll do our best to change the address before it ships.
What happens if the shipment can't be delivered?
In the event that the shipment is undeliverable due to any of the reasons mentioned below, the returns terms and conditions will apply :
a) Our courier partner is not able to deliver the shipment due to incorrect address
b) No one is there to accept the shipment even after multiple attempts
c) The shipment gets refused at the time of delivery
Please note that an additional shipping charges will need to be paid for the reshipment of your order. This is to compensate for the charges that will be billed to us by the courier partner for the return shipment and also for the new shipment that will be sent.
What will be the estimated delivery timelines?
The estimated delivery timelines will be available on the product listing page and on the order confirmation email. Please note that these timelines are the estimates given to us by our courier partners and are subject to change due to many reasons.
Order can't be returned or cancelled because of any delay in the delivery timelines that are beyond Urby or courier partner's control.
Ordering & Payment
Is it safe to use my credit/debit card?
Awesome question! Don't worry. We take your security very seriously and use the same level of security encryption recommended for official bank transactions. To be precise - we work to keep your information secure during transmission by using Secure Sockets Layer (SSL) software, which encrypts your information, in addition to maintaining security of your information as per the International Standard IS/ISO/IEC 27001 on "Information Technology-Security Techniques- Information Security Management System-Requirements.
Still not sure? Reach us out about your payment related queries on email@example.com and we will do our best to resolve your queries.
What payment methods are accepted?
We accept following methods of payment:
- 1) Debit / Credit Card
- 2) Net Banking
- 3) Cash Card / Mobile / Wallet
- 4) American Express ezeClick
- 5) Redeem Points / Reward Points
Why did Urby stop cash on delivery (COD) method of payment?
With an average rejection rate of 40% & increasing frequency of fraud orders we not only incurred substantial logistics cost but often lost an opprtunity to serve our genuine customers due to stock unavailablity. Owing to an increasing number of "Just for fun" orders, customers ordering expensive items and then refusing the courier, & non-payments on delivery in certain regions of India, Urby has stopped offering products via Cash On Delivery payment method.
If you have any further queries regarding our other payment options, please do not hesitate to contact our team.
Can I place an order without using my credit/debit card since I don't want to disclose my card details?
All credit card and debit card payments on urby are processed through secure and trusted payment gateways managed by leading Indian banks. Banks in India now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.
If you have any further queries regarding our payment options, please do not hesitate to write to us on firstname.lastname@example.org, we will do our best to help you.
How do I cancel my order?
You can cancel any order that has not yet been shipped or gone through the personalization process. Please send in a request to email@example.com as soon as possible. Once the product is shipped or is personalized, the return policy mentioned below is applicable.
What is Urby Returns Policy?
We are happy to offer a 15 day return policy with credit / exchange only for all orders placed on our site (except personalized and made-to-order purchases). No direct refund will be offered. The returned product should be in its original packaging and in the same unused condition as received.
What if I receive a damaged / defective product?
This is a very rare case given our stringent quality check before shipping. But worry not, if you happen to receive a damaged/defective product we will gladly replace it at our own expense. In this case we request you to inform us within 24 hours from the time of delivery.
What is Urby Returns Policy for Personalized / Made-to-order products?
All personalized / made-to-order products are final sale only and cannot be returned.
How do I initiate a return?
To initiate a return, send us a request on firstname.lastname@example.org so we can get started on the process. Please do not ship the product until you receive an authorization number for the same from the returns processing team.
Where do I mail the return?
You can mail the product to the address below:
ATTN: Returns / Exchanges,
Reference: [your order no / RMA authorization no]
354 Powai Plaza, Hiranandani Gardens,
Powai, Mumbai - 400076
Please note that we don't mark up our prices to include the cost of potential return shipping cost. This way the prices are fairer to our customers. Thus we request you to cover the return shipping cost and we will pay for the cost of shipping the exchange piece to you.
When will I receive replacement for my product?
Stock permitting, replacement will be shipped within 7 business days of us receiving the product back. This will be done as long as the above mentioned conditions are met and the return has been authorised successfully by the returns processing team.
How do I avail personalization?
Currently, only select products are available for personalization. For all eligible products, You will be able to add personalisation by clicking on Add Personalisation link given on the product page. In just couple of seconds, you can create something unique made, especially for you.
Can I personalize each item differently in a set?
Sometimes. Contact us on email@example.com to get details.
I liked the product but am not exactly sure about it. Can I personalise it and later return it, if I dont like it for any reason?
So sorry but all personalised orders are final sale and cannot be returned. If you aren't exactly sure of the product, and if you think that you can possibly change your mind, it will be better to place an order without personalisation. This way you can return the product as per the returns terms and conditions.
How is the personalisation done on the product?
There are several methods for personalisation. But the most common technique use for personalisation is to it by hand using traditional hot stamping machines. This process makes each item unique. A set of metal dies are heated and by using pressure the text or the artwork is transferred to the product using specially treated metal foil.
Will personalised text on the product looks exactly as it is shown on the website, because it says that the images are for reference only?
It actually may not. The personalisation shown on the website images is a visual simulation of how the text would appear on the product. It is dynamically created as you enter a text or select an artwork, so that you can have a fair idea of how the finished product will look like. Additionally leather being natural material, its natural grain or the embossed texture resistance makes the appearance of the impression done via hot stamping process variable, and the text may not appear as sharp as shown in the images shown for reference on various sections on the website. That being said, We thoroughly inspect each item, and only ship items that are within fair & reasonable acceptance appearance.
Can personalized items be returned ?
All personalized / made-to-order products are final sale only and cannot be returned.
Will I be charged for personalization?
Personalizing will cost additional charge for service. The cost of personalization may vary depending on the product and the nature of personalization. You will be notified about the charges before you confirm your personalization.
Can I have my order gift-wrapped?
We definitely would love to add a special touch to make your urby gift more fun. Just reach us at firstname.lastname@example.org for the charges and options.
I don’t want the package to carry an invoice/amount as it is a gift. Can this be done?
Unfortunately, we won't be able to do that. Given the prevalent regulations we have to mandatorily add the invoice along with the product. This is also required as all the shipments are insured with the shipping carrier and an exact value is required for raising a claim related to any damage or in case a shipment goes missing in transit.
How do I place Bulk Orders?
Please reach the corporate team on email@example.comfirstname.lastname@example.org.