Customer Care

 

If you want to get in touch about products you want to sell or advertise on our website, you can reach us at info@shopurbanana.com 11am to 8pm or try our chat function in the bottom right of the website anytime. 

Xmas Sale

Sale applicable to all items.

 

Payment

1. What payment method do you accept?

We accept Visa, Mastercard, American Express, Union Pay, JCB, Diners Club and  Discover.

Shipment

1. Where do you ship to?

We ship to the address within Hong Kong including most of the commercial areas, industrial areas and residential areas. (Not including PO.Box address and some restricted areas, especially areas that need a special license). 

We also ship to the United Kingdom, Japan, Korea, Taiwan, Malaysia, Singapore and Macau. 

2. When should I expect my order?

3 to 5 days. Expected delivery day is applicable to orders which are placed before 5:30pm on Monday to Saturday. For orders which are placed after 5pm in weekend and during Hong Kong public holidays will require an additional working day to the expected delivery day. Delivery service to Outlying Island is applicable only on Saturday.

Sometimes we may work directly with independent designers, delivery times may vary. Please check on the product page for how long the designer needs to prepare your item for shipment. 

For international shipment, please anticipate around 7 to 14 business days. 

3. How much does shipping cost?

For Hong Kong and Macau: Free shipping. 

Due to an increase in international shipping cost, ​for Korea, Taiwan, Malaysia and Singapore, a standing shipping cost is charged at the equivalent of HK$250 for order less than the equivalent of HK$1250. Free for order over the equivalent of HK$1000.

For Japan and the United Kingdom, a standing shipping cost is charged at the equivalent of HK$350 for order less than the equivalent of HK$1500. Free for order over the equivalent of HK$1500.

Return

1. What is your return policy?

If you discover a fault with the products you have received, please contact us at info@shopurbanana.com and we will try to resolve the issue for you as soon as possible.

Should you wish to return your products, please refer to the guideline below and email us explaining the reason for your return request, within 7 days from receiving your order. 

Return Conditions

Items must be in new/original condition with all tags and packaging attached.

Exceptions and other conditions will be noted within the item description.

Excluded Return Items

Items received more than 7 days after the original order receipt date

Accessories

Knitwear

Underwear

Electronic Devices

Books and Prints (Stickers, Stationery)

Hats

Socks

Home (Candle, Carpet, Towel, Toys)

Sale items

We do not refund shipping fees and other miscellaneous fees associated with your order.

Please contact us at info@shopurbanana.com before shipping your return item. Items shipped without our consent may be refused upon delivery. Please note that you are responsible for all the return cost and relevant customs taxes and duties (if applicable).