shipping and returns policy

Shipping Policy

  1. Urbanglam does not have a physical retail store. We are an online retailer and deliver nationwide. We do not allow for order collections from our office or warehouse. The service we offer is a door-to-door service. This means that the shipment is delivered to the address not the person. i.e. If the person is not available it can be left with anyone at that address e.g. security, staff, reception, etc.
  2. Urbanglam cannot ship to P.O. Boxes, farms or rural areas.
  3. It is mandatory to leave a telephone or mobile number for us to contact you during delivery hours.
  4. All orders are sent packaged in boxes or flyerbags, with no indication as to the contents whatsoever. Your order is discreet. 
  5. Some items (heavy or large, based on volumetric weight) may carry additional delivery fees. These additional fees are included in the shipping cost upon checkout.*
  6. The below categories are offered to you on checkout based on your delivery area code.
  7. Urbanglam will from time to time offer promotional shipping rates, for example free delivery for certain products.
  8. Urbanglam reserves the right to amend shipping costs at any time. All changes will be disclosed here.

Shipping costs are broken down as follows: 

Shipping Category Shipping Cost
7 Day Delivery "Standard Shipping"  R 70*
Purchase over R 300 FREE* Standard Shipping 

Delivery

  • In the case of multiple products within one order, your purchases may come from different locations so expect longer delivery times. Your goods will be held in our warehouse until such time as all goods within your order have arrived & been boxed. Only then will your order be dispatched for delivery. Order delivery time is based on the product with the longest estimated delivery time.
  • Currently our system is unable to split orders (i.e. to ship part of the order on one date and the remainder on a later date). 
  • Should a package not be delivered through no fault of ours (for e.g. no-one on premises/unable to answer calls/invalid or incomplete address), we will attempt a second delivery. If this is still unsuccessful, we will attempt to contact you via phone and email to make delivery arrangements with you. If we are unable to reach you, the order will be returned to our warehouse and checked back into stock. You will be refunded the amount for the products less a R50 re-stocking fee. Please note that the original delivery fee will not be refunded.

Returns at Urbanglam are simple and easy!

  1. Request a Return by emailing your request along with photographs of the product(s) to support@urbanglam.co.za
  2. We will schedule a collection with our couriers. They will contact you on the number you provide to arrange a suitable time and day with you. Note: in general a collection takes up to 5 working days.
  3. Send your waybill reference for the collection to support@urbanglam.co.za along with your banking details to action your refund. 

Return Merchandise Authorization

You have 7 working days upon receipt of your order to return any items. 
There is a R50 re-stocking fee that is deducted from the refund amount. We aim to process your return request within 7 days. Should you have any queries please contact us. Please refer to the break-down below to preview return policies for certain products.

Final Sale Items

Final Sale items may not be returned for an exchange or refund.

Shipping and Handling

Shipping and handling charges are not refundable, unless an order has arrived damaged, faulty, incorrect or missing. The Client Concierge team will use their discretion to evaluate whether a refund for shipping and handling may be waivered.

Jewellery & Watches Return Policy

We do not accept returns on jewellery products that are for piercings.
Faulty or broken watches may be returned, exchanged or replaced by Urbanglam within 7 days of purchase.

Art On Demand Return Policy

We do not accept returns on artworks produced to order.

The not-so-fine print:

Return requests will be approved at the discretion of Urbanglam

Products will not be eligible for return if they have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property. This includes products that have been worn or damaged.

Exchanges at Urbanglam are simple and free!

  1. Email support@urbanglam.co.za with the details of your exchange request and photographs of the product(s).
  2. We will schedule a collection with our couriers. They will contact you on the number you provide to arrange a suitable time and day with you. Note: in general a collection takes up to 5 working days.
  3. Send your waybill reference for the collection to support@urbanglam.co.za to action delivery of your exchange.

The not-so-fine print:

Exchange requests will be approved at the discretion of Urbanglam
Products will not be eligible for exchange if they have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property. This includes products that have been worn or damaged.
There will be a R50 re-packaging fee for products returned for an exchange not in their original, undamaged packaging or without an exchange form.
Please note that items arriving after the 7 working day exchange deadline will not be accepted and will be returned to sender.

Incorrect/Damaged/Faulty/Late Goods

In the case of incorrect/damaged/faulty/late goods – exchanges or replacements are the responsibility of Urbanglam.

Please notify us of the incorrect/damaged/faulty/late product within 3 days of receipt of the product.

Please email support@urbanglam.co.za with a clear photo of the damage, the incorrect product received and the description of how the product is faulty. Make sure to keep all original packaging. We will ensure the correct/new product is delivered to you (subject to stock availability) or you will receive a full refund.