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FAQ's

How can I pay for my order?

You can pay for your order by using any of the following payment types:

We take fraud very seriously meaning all payments will be subject to security checks put in place by LA Urbanites, your credit card provider, and our credit card processing system.In the event that your payment has failed one or more security checks, you will be contacted by a member of the Customer Experience Team who may ask for further identification in order to release your order. Failure to provide the information we require will result in your order being cancelled and any payments made will be refunded.

This item was on sale previously, can I get it at the sale price?

If a sale is on, we will clearly state when the sale is due to end. After the sale ends, the item may go back to its original price, in which case, we will not be able to honor the price it was displayed during the sale because our inventory system cannot add items to a sale event after the scheduled time.As much as we love a good sale, unfortunately, they have to come to an end. Let our Customer Experience Team know about the items you are interested in and provide them with your email address so we can send you email alerts as soon as the item goes back on sale.

An item I own is now a lower price, can you refund me the difference?

As an online retailer, our prices will occasionally change depending on demand, stock and upcoming sales without prior warning. This being the case, we are not able to refund the difference.

My order status is fulfilled, does that mean it should have been delivered?

Status 'fulfilled' simply means your order has been packed by our warehouse team and it's currently on the way to you. You will receive a shipping confirmation shortly after detailing your tracking information. If your order has remained unfulfilled for more than 2 working days, please contact us with your order number and a member of the Customer Experience Team will get right on it.

Can I still change/cancel my order?

We're pretty quick at getting your order out the door so unfortunately, we're unable to make any changes to your order once the order has been placed. This includes; item, address and payment changes.

Why did I get the wrong item?

In the unlikely event you have received a wrong item, please contact us immediately with the following information:

  • Your order number.
  • The description of the item you did not receive.
  • The description of the wrong item.
  • A photograph of the item you have received.

As soon as we receive the above information, we will work quickly and efficiently to ensure the problem is corrected to your satisfaction.Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to correct the issue.

As soon as we receive the above information, we will work quickly and efficiently to ensure the problem is corrected to your satisfaction.Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to correct the issue.

  • U.S & Canada - $10
  • EU - €5
  • UK - £2
What do I do with a faulty item?

In the unlikely event you have received a defective item, please contact us immediately with the following information:

  • Your order number.
  • What item is damaged.
  • A description of the damage.
  • A photograph of the item you have received.

If your parcel has been delivered and is already damaged upon delivery. Please keep photographic evidence of how the parcel arrived.All claims for parcels arriving damaged must be made within 14 working days of the delivery date.

Unless proof of damage has been verified by a member of our Customer Experience Team, we cannot effect a refund, credit or exchange. As soon as we receive the above information, we will work quickly and efficiently to ensure the problem is corrected to your satisfaction.

Please do not return any damaged goods unless advised by a member of our Customer Experience Team, it may result in a slower resolution time and we don't always require the faulty item back.

Do you have a size guide?

We understand how important the right fit is. Our size chart offers comprehensive information on our sizing, so you can feel confident that you are buying the best size for you and your body type. For additional peace of mind please refer to the individual product description. If you’re on the borderline between two sizes, order the smaller size for a tighter fit or the larger size for a looser fit.

Why don’t you have a phone number?

LAUrbanites does not have a call center and we're not set up to handle high volumes of phone calls, so a phone call would prove inefficient and potentially leave you quite frustrated! More than often, we'll need to do a little digging to answer your question efficiently and we'd far more like to answer your question in one go than putting you on long holds or requesting you for call backs when you could have better use of your time.

The LAUrbanites brand is built online, including our Customer Experience Team. Though you may receive an automated response everyone once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.If we feel your problem would be better handled over the phone, then we'll get in touch.