ORDERS AND SHIPPING
After placing an order, you will receive an email containing all the details. We may also be in touch if we need further information to verify your payment. Once your order is confirmed, it will be dispatched within 5-7 business days.
Depending on your location and chosen shipping method, delivery takes 2-7 business days after it's dispatched. We will keep you updated with tracking information and an estimated delivery date. You can also follow its journey by heading to ‘My Orders’ in your account, or if you opted for guest checkout, we request that you keep an eye out for updates on email.
If you order from multiple UrbanTokri partners, we endeavour to place them all in one single despatch container. However, please bear in mind that your items may also arrive separately. While we aim to always deliver within the specified times, we aren’t responsible for delays due to customs clearance or failed payment approval.
Changed your mind? Some of our Partners allow you to cancel an item before we prepare your order.
To cancel your order:
- Go to 'Orders & Returns' if you have an account, or click here if you placed an order as a guest.
- Select the items you want to cancel and your reason for cancellation.
- We'll email you confirmation of your cancelled order.
If your order has already been prepared for despatch and picked up by logistics, we can't cancel your order — but we do offer a Free Returns service. You can find more info on cancelling and returning orders in our Return & Refunds Policy.
We hope you’re excited to order your customised item! Due to the nature of this order, manufacturing lead times may vary as it is created specifically for you. Please consult the product page for more information on manufacturing times. We regret to inform that these orders are not eligible for refund or returns.
Please note: although customised items have a longer lead time, payment will be taken IN FULL, shortly after the order is placed.
PAYMENT AND PRICING
WHAT IS PSD2?
PSD2 is a new European law introduced to make online payments more secure. When you place an order online using a card payment, your bank may ask you to confirm your identity through 3D Secure authentication.
What are the payment steps when I place an order?
When you place an order within Europe, you may be directed to a 3D Secure authentication by your bank. There are many ways to authenticate online payments and you could be asked to confirm your identity through their own portal / platform. Once your payment is authenticated and the order has been placed, you’ll return to the URBANTOKRI confirmation page. As soon as your order has been confirmed, you’ll receive an email.
How will my bank confirm my identity?
Get in contact with your bank to understand their 3D Secure authentication process. Make sure they have the correct contact details for you just in case they use SMS or email for authentication.
If I'm unable to place an order, what should I do?
If something didn't go quite right, write to us at firstname.lastname@example.org and we shall process it for you manually.
I have some more questions about payment: who should I contact?
Our Support team are happy to answer any additional questions you may have. We aim to respond within 24 hours of your query.
Why is URBANTOKRI pricing special?
At Urbantokri, you are shopping pieces from our luxury brands and partners from India, expertly curated for you by our team. Prices are determined by each Urbantokri.com partner, therefore the price of the same item may vary depending on your location and where you order an item from. To view the most accurate prices, select your shipping destination from the ‘DELIVERY COUNTRY & CURRENCY’ menu at the top right corner of our site. Please note: Placing an item in your shopping bag or Wishlist does not reserve it at a particular price.
WHICH CURRENCIES CAN I SHOP IN?
The currency that you shop with is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in GBP for a competitive exchange rate.
WHEN WILL MY CARD BE CHARGED?
If you pay by debit card or PayPal, UrbanTokri will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, though your bank or card issuer may reserve the order amount in your account immediately.
WHICH PAYMENT METHODS DO YOU ACCEPT?
- Apple Pay / Google Pay / Samsung Pay
For your safety, security checks are taken on all payments made to us at the time of purchase.
WILL MY PERSONAL DETAILS STAY SAFE?