Order Confirmation:
As soon as you place your order you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your payment. As soon as we receive your order we automatically confirm stock availability for shipment. If your item is on backorder, out of stock or unavailable for any reason, we will reach out to you via e-mail. If your item(s) are available for shipment we will process and submit the order immediately.
Order Shipment:
If your order is in stock and we process your payment it will ship within two business days from the date of your order. We will send you tracking information within 24 hours of your order to the e-mail address you provide when checking out. If you do not receive tracking information from us within two business days of your order feel free to follow up with us:
Postage and Courier in South Africa is added automatically at the end of your transaction and is currently R75.00 to all major centres nationwide.
All Rural and outlying area orders will be posted via PAXI or PUDO Locker to locker with a tracking number for collection at nearest PEP stores or Pudo locker by the buyer or you can email us to arrange POSTNET counter to counter at an extra fee prior to payment.
Please email monika@urbancharm.co.za for a special orders, quotations, queries, Payfast payment requests and collections prior to purchase.
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note and take photos of it when signing for delivery. If your item(s) do arrive damaged please send photos to monika@urbancharm.co.za so we can assess and possibly process an insurance claim at our discretion.
Cancellations & Refunds:
All orders cancelled after 24 hours that have been shipped are subject to a R75 administration fee. If your order has shipped, the buyer will also be responsible for return shipping charges for a cancelled or return order.
Please note refunds do not include the shipping fee as this is outsourced. Refunds on products alone will be issued to the credit card / bank account that you provide us with.
You must return your order in its original packaging unused via Courier within 30 days of purchase. You will need to pay for the cost of the return shipping and email us with the tracking number for the returned item.
There are no refunds on SALE goods.
Free Gifts and promotional gifts are at times sent out with orders – should you wish to return your order for any reason, free gifts should be sent back with your unused return item in original packaging for a refund unless otherwise advised.
Please email monika@urbancharm.co.za for returns address and further info.