Urban Hunter

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Placing an Order

We appreciate the trust you have when you decide to make the online purchase. If you have any questions then please contact us first, we will do our best to help. Also do read and adhere to our full terms and conditions.

Are the items listed on your site in stock ? Do you ship worldwide ?
All of the items listed on the site are in stock, on the shelves of the Urban Hunter warehouse for shipment worldwide. We sometimes have a rush on an item and we sell out before an update to the web site. This doesn't happen often, as we update every few hours. Our stock levels do change by the hour. As with any company when a stock level is low on a style, the last item is sometimes not there on the shelf. If you want to double check an item is in stock before you place an order please contact us.

Make your order and purchase
When you are ready to purchase it could not be easier. Browse the store and select your items choosing the size if appropriate. There is a section menu on the left hand side and also a useful search feature at the top of the page. Add the items you would like to the shopping cart. This cart can be viewed at the top right hand side of the site. When you have finished shopping select 'checkout' at the top right of the page. Here you can also calculate any shipping charges. ff you are happy with the order, confirm the payment and then we do the rest to have the goods despatched to you.

Prices & Payment

Prices
Prices quoted are in GB pounds sterling, including VAT (20%). VAT is applicable to all items on the site except certain sizes of childrenswear , books, magazines and DVD's.

VAT Free Shipments Outside of the EEC
If the goods are being sent to an address outside of the EEC, the UK VAT will be deducted in the shopping cart when you select the destination country. Shipments to the USA, Canada, Asia, Australia and New Zealand all qualify for VAT free prices. If you want to calculate the VAT free price yourself, divide the gross amount by 1.2.

Prices quoted are in GB pounds sterling, including VAT (20%). VAT is applicable to all items on the site except certain sizes of childrenswear , books, magazines and DVD's.

Will you price match?
We cannot guarantee to do this every time, it's at our discretion, but we will do our best to help, so feel free to contact us. The item needs to be exactly the same in terms of model, size and colour, in stock in the UK with an established retailer for immediate shipment. We do not price match against auction sites such as ebay. We consider price matching for the item only. We can only consider price matching before you buy an item, not afterwards.

I purchased an item from you and the item is now at a lower price on your site.
We understand this can be frustrating, but unfortunately this is the nature of special offers, currency fluctuations and changes in prices from our suppliers.

When will my credit/debit card or Paypal account be charged for my order ?
This is done when you confirm and place the order. if your payment to us is in the form of an e-cheque we need to wait for cleared funds before we can send out your order. We have no access to your credit or debit card details, we do not even see the number, so we cannot charge and add items to an order already placed. You need to purchase through the web store again. The payment will appear on statements as 'paypal urbanhunter'.

Order Processing

How do I know you have received my order ?
When you make a payment you will receive an email confirming the payment has been made and the amount. This is when the picking and despatch process begins. If there is any problem with your payment or the product selected we will do our best to make contact with you as soon as possible. The next communication you will receive from us is an email saying the item has been despatched. Do check your junk/spam folders if you are awaiting a reply.

I have placed an order today but want to cancel or amend it
If you have placed an order but then wish to change or cancel it, please contact us as soon as you can, as the picking and packing process can start right away. We will do our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the normal returns procedures.

What if there is a problem with my order?
If there is any problem with your order that we have picked up from our side we do our very best to contact you within one working day. The items are in the site are all in stock in our warehouse for shipment worldwide. If an item is out of stock we will contact you by email with the option to refund, leave on back order or select another item. Do check your junk/spam folders fro these emails.

How long will it take to process my order ?
We pick and pack goods every working day Mon - Fri. We generally ship orders 3 times per week on Mon, Weds and Friday. Monday is our busiest day for picking orders, so it can take longer. As a guide goods generally leave us within 1-2 working days.

Shipment of Goods

How will my order be sent ?
It can depend upon size and weight but generally we use the following delivery methods.
For the UK: Goods less than 20 in value are sent via Royal Mail Insured First Class Post.
Goods that are 20 plus , up to 46 are sent via Royal Mail First Class Signed For.
Goods to the value of more than 46 are sent via Royal Mail Special Delivery or couriers such as TNT, DHL or City Link.
The maximum total shipment charge for the UK is 5.95 even for the heaviest of items.

For Europe and the Rest of the World : It does depend on size and weight but for most shipments overseas we use the Air Mail Signed For Service with tracking (signature required on delivery). Low value items are sent regular air mail, insured, with proof of postage. For larger items like messenger bags we ship via a courier such as TNT or DHL. For courier shipments we may also need your contact telephone number.

How long will it take for my goods to arrive once they have been shipped ?
For the UK goods sent via Royal Mail should arrive in 1-3 working days, but this is a guide only and not guaranteed.
Goods sent via Royal Mail Special Delivery or courier should arrive in 1-2 working days.(For RM Special Delivery and couriers, the next working day after Friday is Monday).

For Europe incl. Eire delivery time is 3 to 7 days, USA is 5 to 9 days, Far East, Australia & New Zealand is 6 to 10 days, South America is 10 to 14 days. Heavier items, larger volume or more expensive items sent outside of the UK by courier normally arrive 1-2 days sooner than the above quoted dates. Goods sent via postal sevices are passed from the UK Royal Mail service to your local mail services for delivery. The delivery dates are guidelines only and depends on the efficiency of your local mail services. All items we send are insured for loss and damage in transit. Postal mail services do not regard an item as lost until 4 weeks has passed,

How do I know my order has been shipped?
We will send an email to you when your order has left our warehouse with information on the date of shipment for your order and the shipment method, including a tracking number if applicable. If you have not received this information within three working days of your order being placed, please contact us. Do also check your spam/junk folders. Many tracking numbers now work by simply putting them into a google search box.

What if I am out when the parcel is delivered ?
For the UK, goods less than 20 in value will normally fit through your letterbox. Items of 20 or more need a signature on delivery. If you are out, a card should be left by Royal Mail or the courier company to arrange re-delivery or for you to collect from the local depot. The same system applies for delivery of goods outside of the UK. If a card has been left by the mail company or courier company, please pay attention to how long the parcel will be kept at the local office before it is returned. They are normally kept for 7 days but please do check. Goods not collected can take 4 weeks to be returned to us in the UK and 6 weeks from abroad. If we then have to send the goods to you again we will have to charge shipping charges to you once more.

My Order Has Arrived

Inside the parcel will be a packing note with the details of the contents of the package. Sometimes your order will be in more than one package. Check the items are correct according to your order and the enclosed packing note. If anything is missing please get in touch right away via the Contact Us section at the top of the site. You need to let us know of shortages or problems with the order within 3 working days.

Please do not remove any tags or labels from the product until you are certain you want to keep an item. If trying something on that you may want to return, please be careful with makeup (especially guys!) and strong scents leaving marks or odours on garments. Exposure to cigarette smoke, strong perfume or any other noticeable odours will be deemed as worn. Please retain all original packaging until you decide you are keeping an item.

I have received the wrong item
If we have made a mistake on the order please contact us. Mistakes can happen. We will send out the correct item and re-imburse any charges to return the incorrect item or arrange for it to be collected from you.

An item in the package is faulty before it has been used
Just contact us, we will send out another item, refund or repair and re-imburse any charges to return the faulty item or arrange for it to be collected from you.

I have received an item, I'm not sure if I have the correct size, I would like to try another size first before I do a return
Get in touch via the Contact Us section and we will help.

Returns, Exchanges & Refunds

I would like to exchange an item
If you are in the UK we allow you 21 days from the date your order was shipped from us to return any item to us for whatever reason, even if you have just changed your mind about your purchase. Simple as that. If you are outside of the UK you have 28 days for returns.

Conditions of Return for Exchange or Refund
For an exchange or refund, goods must be returned to us in the original condition you received them ie with all tickets and tags attached, in their original packaging, no odours or marks. Exposure to cigarette smoke, perfume or any other noticeable odours will be deemed as worn. Books and magazines must be in perfect condition ie not read, DVD's should be unplayed with seals intact and seals on toiletries should not be open. Goods are your responsibility until they arrive back with us so we recommend you send the parcel insured to the full value of the goods and ensure the items are strongly packaged to protect the contents. Please retain all proof of postage or tracking details. If the goods are damaged in transit due to being inadequately packaged, we will be unable to give a full refund or exchange, the goods will be returned to you.

Can I exchange the item for a completely different style where there is a difference in price or shipping charge?
Unlike a lot of companies we do allow this. So yes this is possible, we can refund the difference or invoice you so you can pay via paypal or card for any price difference, in the item price or shipping charge, if the item is a different volume or weight,

Products that have been used on photo-shoots
Our permission is required to use products purcahsed from our site for commercial purposes or to promote other products or services. Please see our full terms and conditions. We do not accept the return of any items that have been used on photo-shoots even if tags etc are still attached.

The item is a gift or present but it may be some time before I can return or exchange an item
If you think you may return the item outside of our standard return dates above, just email us when you place the order, we can make a note that that you will need the item for a longer period before you can decide.

During the Christmas period the exchange period is extended, so purchases from Nov 17th can be returned until Jan 10th of the following year.

How do I send an item back to you?

Firstly download print off and complete this returns form here.
Then send us an email to us via the Contact Us section at the top pf the website , telling us your name, your date of purchase and that a return is going to be on its way. All returns must be confirmed with Urban Hunter by either phone or e-mail, before you post them back to us. If you would like us to reserve an item for you for your exchange, add this info to your email. It really helps us a lot if you fold the items nicely when you do the return. You do not want the item but before it can be sent to anyone else it will have to be ironed and pressed if screwed up in a ball in a bag. All retuned items are checked over and inspected.

Goods are your responsibility until they arrive back with us so we recommend you send the parcel insured to the full value of the goods and ensure the items are strongly packaged to protect the contents. If the goods are damaged in transit due to being inadequately packaged, we will be unable to give a refund or exchange, the goods will be returned to you

Who pays for the cost of the return to Urban Hunter if I am in the UK?
If you are in the UK we ask that you pay for the item to come back to us. This can be done via the cheapest method providing the item is insured to the full value of the goods.
If the item is less than 46 in value, the cheapest method of return is usually 2nd class post via Royal Mail. At the counter request and retain a proof of postage (no charge for this p.o.p. from Royal Mail) or send it recorded & signed for.
If the goods are more than 46 in value they need to be sent by a tracked service such as Royal Mail Special Delivery at the Post Office or via courier. If you are not sure how to return a large or expensive item, contact us we will help.

With all returns, please pay the correct postage otherwise the retuned item will not reach us promptly.

Do I have to pay again for the shipment of my exchanged item to be sent back to me if I am in the UK?
If you are in the UK, we pay the cost of shipment for your exchanged item. We do this on the first exchange only.

Who pays for the cost of the return to Urban Hunter if I am outside of the UK?
For all returns from outside of the UK, we ask that you pay for the cost of the return, except if the item is faulty or the wrong item has been sent. If you are outside of the UK and would like an exchange we also ask that you pay again for the shipment charge on the exchanged item. We can invoice you for this and will do our best to send the exchanged item via the cheapest method.

How do I return an item from outside of the UK?
We ask that for all returns from outside of the UK are always sent via a service with tracking, with the contents fully insured to reflect the value of the goods. The goods are your responsibility until they arrive back with us so we recommend you send the parcel insured to their full value and ensure the items are strongly packaged to protect the contents. If the goods are damaged in transit due to being inadequately packaged, we will be unable to give a refund or exchange, the goods will be returned to you.

If you are returning an item from outside of the EEC, it is very important that you do the following
You must write the following statement clearly on the front of the package
Items enclosed are being retuned to a supplier, import duties and taxes already paid on first entry into the EEC

As a business we have already paid duty, vat etc on these goods when they were purchased and imported. Failure to put this notice on a parcel from outside of the EEC means we may have to pay duplicate charges. If the notice is not written on the parcel we reserve the right to pass these charges on to the sender or deduct from any refund due.


When will my exchanged item be sent out? How do I know it has been received?
We need to receive the item before we can send out your requested exchange. We usually process returns within 3 working days. When your exchanged item is dispatched we will send you an email with the method of dispatch and tracking number if applicable.

When will I receive my refund? After receiving and checking your retuned item is safe and sound we will process your refund within 5 working days. All retuned items are checked over and inspected. The refund goes to your original funding source via PayPal to your PayPal account or debit/credit card so may not show up until your next statement.

Why is the refund amount different to my original payment?
The amount refunded is less the original charge of sending the goods to you. If the item is faulty we also refund the original shipping charges.

What is the address for returns ?
Urban Hunter, PO Box 5316, Hove, BN52 9TN (UK)

I have a problem with an item I purchased some time ago?
We address each problem on a case by case basis depending on the nature of the problem, how long you have owned the product, usage, price paid etc. Please contact us first to detail the problem before an item is returned. On occasion we may choose to repair an item or obtain a spare part. Used items returned for repair must be laundered/dry cleaned before they are sent to us. If a repair needs to be sent back to a manufacturer abroad, this can take several weeks, sometimes a month or more, but we will do our best to keep you informed. Of course with all of this sort of stuff you are covered by the Sale of Goods Act. We can quote legal stuff, but at the end of the day we want you to be our friends and continued customers. We will do our best to make this happen.

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