FAQ - Frequently Asked Questions
Account
To place an order you can create an ACCOUNT if you don't have one yet or choose the purchase method GUEST CHECKOUT
You can create a new account by clicking on LOGIN, located in the upper right corner of the homepage. A new page will open, click on REGISTER and fill out the form.
To create an account, you must provide the following information: name, last name, email address and create a password. You can change your personal information at any time, this information is confidential and will be trated according to our privacy policy.
To recover your password, log in to MY ACCOUNT. Click on FORGOT YOUR PASSWORD?, enter your email and reset your password from the link we will send you.
Orders
You can only request to cancel orders that have not been processed. To request an order cancellation please contact our customer service at the following email: support@urbanjunglestore.com
Upon completion of your order, you will receive a confirmation email to your inbox. If you do not receive it, check your SPAM folder or contact our customer service at support@urbanjunglestore.com
You can change the shipping address only if the order has not yet been processed. To request it, you must contact Customer Service at the following email address: support@urbanjunglestore.com
If you do not find the confirmation email even in the SPAM box and you are sure that the payment was actually successful, contact Customer Service at the following email address: support@urbanjunglestore.com
We are sorry but your order has been cancelled because the item you ordered is no longer available; in fact, if for any reason we do not have the product you purchased available, you will receive a communication informing you that we will not proceed with shipping the product. In this case, you will receive an automatic refund of the amount paid, including shipping costs, within a few days of receiving the cancellation notice.
For any problem you can contact Customer Service at the following email address: support@urbanjunglestore.com.
Shipping and delivery
Items are shipped within 1-2 business days (Monday-Friday) from the date of order. During sales or promotions, shipments may take longer. Puoi trovare tutte le informazioni nella pagina dedicata a spedizioni e costi di consegna.
Shipping costs vary depending on the country of delivery. You can find all the information on the page dedicated to shipping and delivery costs.
Payments
No, gift cards are currently only valid in physical stores.
Returns and Refunds
Unworn items can be returned within 15 days of receiving the goods. You can find more information on the returns page.
The conditions and costs are indicated on the dedicated returns page.
Returns:
As soon as we receive your return at the URBAN JUNGLE warehouses and the items are verified, we will process the refund. It may take up to 5 business days from the time the return is received at the warehouses for the refund to appear on your account.
Cancelled orders:
The refund will be processed as soon as you receive the confirmation email. It may take up to five business days for the refund to be credited to your account due to banking times.
We guarantee that all items are checked by the quality control department before being shipped.
In the event that you receive a defective item, write to support@urbanjunglestore.com indicating the order number, item code and attaching photos of the defect. Items damaged by wear and tear or incorrect use are not covered by the warranty.