Support & Policy
Urbanique-theurbanique.com, we are dedicated to providing an exceptional customer experience. We are committed to your satisfaction and transparency. Our customer support team is readily available via email, phone, and live chat to assist you with any queries. We prioritize your privacy and security, as detailed in our Privacy Policy. This page outlines our support channels, terms of service, return policies, and other important details regarding your shopping experience.
1. Customer Support
Our team is here to help with any questions or issues you may encounter. You can reach us through the following channels:
- Live Chat: Our live chat feature is available 24/7 on our website. Simply click on the chat icon, and one of our representatives will assist you when available.
- WhatsApp: For instant assistance, you can contact us via WhatsApp at our dedicated Whatsapp team.
- Email: For more detailed inquiries, feel free to email us at contact@theurbanique.com , and we will respond within 24-48 hours.
- We strive to resolve any issues promptly, and your satisfaction is our priority!
2. Terms of Service
By using our website and services, you agree to the following terms:
- Account Registration: When creating an account, you agree to provide accurate, up-to-date information and maintain the confidentiality of your account details.
- Order Process: Once an order is placed, it is subject to acceptance by us. You will receive an order confirmation email, and once the item ships, a shipping confirmation will be sent.
- Pricing: Prices for products are listed in the currency specified on the website. We reserve the right to change prices at any time without prior notice.
- Payment: We accept a variety of payment methods, including credit/debit cards and other secure online payment systems.
- Shipping: Shipping fees and delivery times vary depending on your location and the shipping method chosen. We aim to process and ship orders promptly, but please allow additional time for high-demand periods.
3. Return and Refund Policy
If you're not satisfied with your purchase, we have a straightforward return and refund process. Please see our Refund Policy section for detailed instructions and eligibility.
Key points of our return and refund policy:
- Eligibility: Items must be unused, in the same condition as received, and in their original packaging. Returns must be requested within 7 days of receiving your order.
- Non-Returnable Items: Certain items, including perishable goods, personalized products, digital products, and clearance items, are non-returnable.
- Return Process: Contact us via live chat or WhatsApp to initiate the return process.
- Refund Method: Refunds will be issued to the original payment method and processed within 10-15 business days after the return is received and inspected.
4. Privacy Policy
We respect your privacy and are committed to protecting your personal data. Our Privacy Policy outlines how we collect, use, and protect your personal information when you shop on our website.
- Data Collection: We may collect personal data such as your name, email address, shipping address, and payment details to process your orders and provide a personalized shopping experience.
- Data Security: We implement security measures such as encryption and secure payment gateways to protect your personal data.
- Your Rights: You have the right to access, correct, or delete your personal information. If you wish to opt-out of marketing communications, you can do so at any time.
5. Shipping Policy
We aim to provide fast and reliable shipping for all orders. Please note the following:
- Shipping Rates: Shipping costs are calculated based on the weight of the items and the delivery address. Shipping rates will be displayed during checkout.
- Order Processing: Orders are processed within 3-7 business days. You will receive a shipping confirmation email once your order has been dispatched.
- International Shipping: We offer international shipping to select countries. Please check the shipping section at checkout for available countries and estimated delivery times.
6. Terms of Use
By accessing or using our website, you agree to comply with our terms of use:
- Use of Website: You agree to use our website for lawful purposes only and not to engage in activities that could harm the website or others.
- Intellectual Property: All content on our website, including text, images, logos, and graphics, are the intellectual property of theurbanique.com and are protected by copyright laws.
- Limitation of Liability: We are not responsible for any direct or indirect damages that may arise from using our website or purchasing our products, except as outlined in applicable law.
7. Cancellation Policy
If you need to cancel your order, please contact us as soon as possible. We may be able to cancel your order if it hasn’t been processed or shipped yet. Once an order has been shipped, it will need to go through the return process for any cancellations.
8. Customer Feedback and Dispute Resolution
We value your feedback and are committed to resolving any issues that may arise. If you have a concern or complaint, please reach out to us through live chat or WhatsApp. We will work with you to resolve the matter in a fair and timely manner.
For disputes that cannot be resolved through communication, we may offer alternative dispute resolution methods.
Thank you for choosing UrbaniQue. We are here to ensure you have a seamless and enjoyable shopping experience! Please don't hesitate to contact us with any questions or concerns.
