FAQ - Frequently Asked Questions

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 change your password, you must be logged in. Go to MY ACCOUNT and click on the dedicated link to change your password. Fill out the form and click SAVE.

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.

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

Unfortunately, it is not possible to add items to an already completed order.

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

No, it is not possible to change orders that have already been completed. We suggest that you return the item and then make a new purchase.

No, unfortunately the exchange or return in store option is not currently available.

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

In the event that the package and/or the items inside are missing, the packaging must be kept for further checks. Any dispute regarding damage, missing items, or delivery to an incorrect address must reach URBAN JUNGLE within a maximum of 10 days from the delivery date shown on the courier's website, otherwise it cannot be accepted.

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.

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.

No, unfortunately the in-store pick up option is not available at the moment.

Shipping costs vary depending on the country of delivery. You can find all the information on the page dedicated to shipping and delivery costs.

We ship to Italy and many European countries.

As soon as your order is shipped, you will receive a confirmation email containing the tracking number. By clicking on the tracking number you can view the status of the shipment directly on the courier's website.

Payment can be made by credit card, prepaid rechargeable card, PayPal, Apple Pay, Google Pay, Klarna.

Yes, we use an internationally recognized and completely secure online payment system, encrypted to the highest standards.

This happens when your bank or card issuer declines a transaction. Reasons may include insufficient funds, an expired card, or suspicion of fraudulent activity, or simply a failed connection/authorization at the time of the transaction.

Promo codes have a limited validity and cannot be combined with other offers. Some brands or items may be excluded. See the terms and conditions of the promotion. URBAN JUNGLE reserves the right to end promotions or change their terms and conditions at any time.

No, gift cards are currently only valid in physical stores.

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.

URBAN JUNGLE is an authorized reseller of all brands present online and in stores. URBAN JUNGLE stores and the official website have authentic shoes, clothing and accessories from the most important brands in the fashion industry

Not always. We recommend checking the item page periodically for any restocking.

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You can contact the online support team from Monday to Friday from 9:00 to 18:00 via email (support@urbanjunglestore.com) or by calling (+39) 081 19045662.