Frequently Asked Questions
Orders & Buy
Can I change or cancel my order?
Can I change or cancel my order?
If you would like to change or cancel your order, please contact us as soon as possible. Unfortunately, if the order has already been shipped, we cannot make any changes.
Can I track my order?
Can I track my order?
Yes, once your order has been shipped, you’ll receive a tracking link by email so you can follow your package’s journey. *This does not apply to PostNord’s “Varubrev” service, which is sent as regular mail and is neither trackable nor insured.
Do I have to pay customs duties if I buy from outside the EU?
Do I have to pay customs duties if I buy from outside the EU?
If you live outside the EU , you will probably have to pay customs duties. You should check with your country's customs authority to find out what their thresholds are.
Anyone living within the European Union is not affected by this.
Returns & Exchanges
What is your return policy?
What is your return policy?
All returns must be in their original, unused condition, with tags and original packaging, so they can be resold.
Within Sweden, we offer free returns within 30 days* excluding bicycles, frames, and products that are custom-built or custom-made.
Within the European Union, we accept returns within 30 days, but customers must arrange and pay for return shipping to us themselves. Excluding products that are custom-built or custom-made.
No returns accepted outside the European Union
Please contact us before sending anything back. info@urbanbikewear.com
How do I make a return?
How do I make a return?
To make a return, you must contact us first at info@urbanbikewear.com.
For returns within Sweden, a prepaid return label is included in your package * not applicable to bicycles and frames.
If you live within the EU, you are responsible for arranging and paying for return shipping to us.
If you live outside the European Union, we do not accept returns.
Can I exchange it for a different size or model instead of just returning it?
Can I exchange it for a different size or model instead of just returning it?
Yes, within the European Union, you can exchange sizes within 30 days. Just contact us first.
We recommend placing a new order for the product you need to make sure it’s available when your return reaches us.
Unfortunately, we cannot offer exchanges or returns outside the EU.
How long does it take to get my money back after a return?
How long does it take to get my money back after a return?
Once we receive your return, it will take a few business days for your refund to be processed.
Shipping & Tracking
How long does shipping from you to me take?
How long does shipping from you to me take?
Shipping usually takes 1-5 days after your order has been packed and shipped from us. If you live outside the EU or in a remote rural area, it may take a few extra days. Within Sweden, orders usually arrive within 1 day.
Are all shipments trackable?
Are all shipments trackable?
Yes, in principle, all shipments* from us are both insured and trackable.
*Except for letters, which we generally advise against using. Letters are uninsured and untracked. However, a letter may be an option if you’ve ordered low-value goods and want to save a little on shipping, and you’re willing to accept that your order isn’t insured and could get lost in transit.
You’ll find all current shipping options at checkout.
Can I change the address on my shipment?
Can I change the address on my shipment?
No, preferably not. Please try to provide the correct address; that's easiest.