Welcome to The Urban Elan FAQ page. We’ve compiled answers to frequently asked questions to assist our customers. If you have a question that is not covered here, feel free to reach out to us at theurbanelan@gmail.com.
1. Where do you deliver within India?
We ship to all locations across India, covering major cities, towns, and even remote areas. However, please note that deliveries to remote locations may take longer.
2. What are your shipping options and costs within India?
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Standard Shipping:
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Delivery Time: 5-7 business days
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Cost: Free for orders over ₹1,500; ₹50 for orders under ₹1,500
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Express Shipping: Currently, we do not offer express shipping. This feature will be available in the near future.
3. How can I track my order?
Once your order is shipped, you’ll receive an email or SMS with a tracking number. Use this number to monitor the status of your delivery through the courier’s website.
4. What is your return policy for orders within India?
You can return items within 5 days of receipt if they are unworn, unwashed, and in original condition with tags attached. Items marked as final sale cannot be returned. The customer is responsible for return shipping costs, except in cases where the item is defective or incorrect.
5. How do I initiate a return?
Email us at theurbanelan@gmail.com with your order number, reason for return, photos of the item, and a mandatory unboxing video. We will provide return instructions once your request is approved.
6. When will I get my refund?
Refunds are processed immediately after we receive and inspect the returned item. The credit will be applied to your original payment method within 5-7 business days, depending on your bank’s policies.
7. Do you offer exchanges for orders within India?
No, we do not offer direct exchanges. If you need a different size or color, you’ll need to return the original item and place a new order for the desired product.
8. Can I cancel my order?
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Within 24 Hours: You may cancel your order for a full refund by emailing [theurbanelan@gmail.com] with your order number.
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After 24 Hours: Orders that have been processed for shipping cannot be canceled. However, you can return the item after it arrives, following our return policy.
9. Do you offer Cash on Delivery (COD)?
Currently, our shipping policy does include COD as a payment option upto order value of ₹1,000. All orders must be prepaid using the payment methods available at checkout if order value is above ₹1,000.
10. What should I do if my package is lost or stolen?
If your tracking information shows that your package was delivered but you haven’t received it, please:
- Check with neighbors or family members to see if they received the package.
- Contact the courier for more information.
- If you still can’t locate the package, email us at theurbanelan@gmail.com, and we’ll assist you.
If you have any other questions that are not covered here, please feel free to contact us at theurbanelan@gmail.com. Thank you for shopping with The Urban Elan!
