Frequently Ask Questions

How do I contact Urban Shells?
We work from the wee hours of the morning to the late hours of the night and we run our business entirely online via email and various social networking sites. This allows us to manage both our family life and the website effectively, with minimum fuss.

If you would like to share your thoughts and inspirations with us, please feel free to email us at admin@urbanshells.com! We always welcome feedback, ideas, artwork or random ramblings…

How do I order from Urban Shells?
Order online with PayPal. Simply select the product on our website and click Buy Now. The remaining information for your order will be entered securely on PayPal.com.

Can I have my order shipped/sent to an address which is different to my billing address?
Yes, you can specify a different delivery address to the billing address when checking out your order.

How quickly will my order be processed?
All orders placed Monday to Friday are processed usually within 24 hours to 48hours after receipt of the order. We may need additional time to process certain orders due to high volume or temporarily out of stock items. You will be notified via email if an item is no longer available.

I live in the UK and I've not received my order, where is it?
For customers whose orders are shipping to the UK, you should allow a minimum period of 7 working days to pass from despatch of your order before contacting us about delivery. Working days exclude Saturday/Sunday and all other UK national bank holidays.

I live outside the UK and I've not received my order, where is it?
For customers whose orders are shipping to Western Europe, you should allow a minimum period of 6-12 working days to pass from despatch of your order before contacting us about delivery. For customers whose orders are shipping elsewhere outside Europe, you should allow a minimum period of 8-18 working days to pass from despatch of your order before contacting us about delivery. Working days exclude Saturday/Sunday and all other UK national bank holidays.

Do you have a catalogue or brochure?
No, we currently do not produce a catalogue or brochure. All our products are available to purchase securely online.

Where can I find a Discount or Coupon Code(s)?
We send discount codes in periodic offer emails sent to those customers signed up to our mailing list. We may also publish coupon or discount codes via selected publications and/or websites.

How often do you release new designs?
We are frequently adding new designs to our range. We typically release new styles every few months. From time to time we'll add limited release designs as well.

How safe is ordering online at urbanshells.com?
At Urban Shells we use the latest encryption technology from a trusted and respected authority on Internet e-commerce security worldwide. All orders are are processed manually to ensure added protection and security against any potential fraudulent activity.

Does anyone have access to my personal information?
The only time personal details are provided to a 3rd party is when we believe a consumer is actively using the credit card for fraudulent purposes. These details are supplied to the necessary authorities. Please read our complete Privacy Policy regarding ordering via our Internet site.

What if I am sent a defective item?
All Urban Shells holders and wallets undergo stringent quality checks from the beginning of their manufacturing process. In the unlikely event that you do receive a defective item, please notify us within 5 days of receiving the item.

What is your exchange and returns policy?
You can view our exchange and returns policy relating to your order in the terms and conditions section.

Will I have to pay any taxes and duties for my order?
International orders can incur taxes and duties as determined by the customs agency within the destination country. Although this does not always occur, assessment of duties and taxes will be based on the value of the order and the Tax-free threshold (if it exists) for goods imported into the destination country. Payment of any duties and taxes is the responsibility of the recipient. Occasionally this may be listed as an additional postage fee. While we apologise for any inconvenience, we have no control over such fees. (More information can be obtained by contacting your local customs office.)

Can I buy Urban Shells products from a store?
We have a growing number of stockists however many of these only carry a limited product selection. To view the entire range, we suggest viewing these on our website. We provide a secure purchasing environment with a flexible exchange and return policy. We ship every business day to customers all over the world. We do plan to provide a list of stockists on our website in the near future so that you can see if there is one in your area.

I/my company produce designs which may be of interest to you. Please can I send you a sample/catalogue/brochure?
Yes, we are always on the lookout for exciting new designs. Please contact us for more information.

Further Questions/Comments?
If you have any further questions and/or comments about ordering from urbanshells.com, please contact us at admin@urbanshells.com.