Frequently Asked Questions (FAQ)
In order to verify your information you will need to identify your self with a password so that the bank can see that it's you and nobody else who make the transaction. The method of identification depends on which bank you are using and practices varies with different banks. If you have further questions contact the bank that has issued your card.
What is the delivery time?
If we have the goods in stock, we ship within 3-5 days. 80% of all orders placed on Urbanista.se will be sent within 24 hours, 10% within 48 hours. The remaining 10% are the orders that are out of stock and will be backordered. Many of these do not require more than 10 days of delivery.
Can I change / cancel an order?
Unfortunately we can not make changes or cancel orders already placed. The reason is that they are processed the moment we receive the order.
I have not received an order confirmation?
Always be sure to check that your email address is correct, this is the most common cause of non-confirmation. It may also be that your e-mail provider has a SPAM filter that blocks certain emails.
How can I return or exchange an item?
As a customer you always have the right to a 14 day return policy while buying from our online store. Always enclose the original packaging and any designer tags. When you return the goods to us, you should use the same box in which you received the goods. Print the return address clearly on the box. In the event of changes and complaints Urbanista pays for returning the of goods.
NOTE: It's you as customer who has the financial responsibility for returning goods to us. If you want to be able to track your return, please check with your logistic company/post office.
If you do not have the sticker with our return address, send your return to the following return Address:
113 50 StockholmWhere is my order?
If you have not received your order within 3-5 days or at times of high demand, six days, you probably have received a notice of any delays. Hence it may be that your item is backordered or just a bit delayed due to high demand. If you have not received your order within seven working days after you received a shipping notice from us, please get in touch with our customer service.
Do you ship to countries outside Sweden?
At the moment we ship to Europe and USA when ordering from our online shop. If you wish to order / buy our products from any other country, please send your order via e-mail to email@example.com Bicycles are supplied in Europe only. If you have any questions don’t hesitate to contact our Customer Service: +46 (0)8-586225 2008
Press For those of you who wish to receive our press releases, photos of products, or other information regarding Urbanista, please contact John Wahlbäck, +46 (0)708-88 69 89 or firstname.lastname@example.org. You can also visit to our press department at Newsdesk
Where and who are you?
Urbanista operates from headquarters in Birger Jarlsgatan 53, 111 45 Stockholm. Our registration number is: 556797-3267. The company is founded by John Wahlbäck, CEO and Daniel Roos, CTO.
How can I contact you?
You can reach us via email email@example.com or by phone +46(0)8-586225 2008, Monday to Friday between 07:30 and 16:30 CET.
Globalt head office
Urbanista AB, Birger Jarlsgatan 53, 111 45 Stockholm, Sweden. E-mail: firstname.lastname@example.org
My articles are not saved in my basket? In 99 cases out of 100 it's because your computer is set to not accept the so-called cookies, which it must be (your user name and your goods are stored in cookies).
All prices include 25% VAT. No additional charges except those listed in your basket after completion of your purchase. You can choose the method of payment that suits you best. We offer three ways to pay for your products: 1) Direct payment via your bank account.. 2) Invoice. The invoice is sent separately after receiving your order. Terms of payment are 30 days unless otherwise specified. 3) VISA / Debit Card: The amount will be withdrawn from your account immediately after the order is placed.
When will I receive my refund?
When you return a product to us the economic adjustment is made on the basis of which method of payment you’ve selected. If you have chosen to pay by VISA/ Debit card directly on our web site, a refund will be issued to the same card within 10 business days after we received the returned goods and registered it with us. If you have selected invoice as method of payment, the returned paid amount for returned goods will be taken out of the invoice as soon as we receive the goods. (You only pay for the products you keep and the fees of the initial order) If payment is made via direct transfer from your bank, we refund directly to your account no later than 10 days after we received the goods..
Why can I not choose invoice as method of payment?
There are some limitations in using invoice as method of payment and few reasons why your purchase may not be approved.
1. To purchase by invoice requires that you are 18 years old.
2. The address you entered is incorrect. Only your residence address is valid.
3. You have exceeded the maximum amount of the invoice, which is 2500 Euro, but this can vary and if you want to know your maximum amount, contact the Paynova 08-517100 00
4. You have entered an incorrect personal number. (Keep in mind that personal number is checked against the address you are registered on, the two must therefore be matched to the purchase invoice must go through)
5. Paynova (which we use for the invoice), does not approve your credit.
When I choose to pay by card, why do I enter a special security code after entering my credit card information? / What is 3D - secure? We apply a security solution known as 3-D secure. 3D secure is a standard developed by Visa and MasterCard. The cardholder must identify themselves in relation to card purchases on the Internet. For the customer this means a greater security against card fraud. In practical terms, the service works so that you enter your card number as usual. Via encrypted communication your credit card number is controlled by the issuing company via a special security server.