Frequently Asked Questions
Orders & Buy
Can I change or cancel my order?
Can I change or cancel my order?
If you want to change or cancel your order, please contact us as soon as possible. If the order has already been shipped, unfortunately, we cannot make any changes.
Can I track my order?
Can I track my order?
Yes, once your order has been shipped, you will receive a tracking link via email so you can follow your package's journey. *This does not apply to Postnord's "Varubrev" service, as these are sent as regular letters and are neither trackable nor insured.
Do I have to pay customs duty if I buy outside the EU?
Do I have to pay customs duty if I buy outside the EU?
If you live outside the EU, you will likely need to pay customs duties. You should check with your country's customs authority to find out their threshold limits.
Everyone 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 original condition and unused, with tags and original packaging, meaning they must be resellable.
Within Sweden, we offer 30 days free returns* does not apply to bicycles, frames, or products that are custom-built or specially manufactured.
Within the European Union, we offer 30 days return, where the customer must cover the return shipping to us. Does not apply to products that are custom-built or specially manufactured.
Outside the European Union, no return rights
For any returns, please contact us before sending. 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.
Within Sweden, a prepaid return label is included in your package * does not apply to bikes and frames.
If you live within the EU, you as the customer are responsible for arranging the return shipping to us.
If you live outside the European Union, we do not accept returns.
Can I exchange for a different size or model instead of just returning?
Can I exchange for a different size or model instead of just returning?
Yes, within the European Union you can exchange sizes within 30 days, just contact us first.
We recommend that you place an order for the product you need yourself to ensure that we have it available when your return reaches us.
Unfortunately, we cannot offer exchanges or returns outside the EU.
How long does it take to receive my money after a return?
How long does it take to receive my money after a return?
From the moment your return reaches us, it takes a few business days before you receive your refund.
Shipping & Tracking
How long does shipping take from you to me?
How long does shipping take from you to me?
Shipping usually takes between 1-5 days after your order has been packed and sent from us. If you live outside the EU or in a remote rural area, it may take a few extra days. Within Sweden, you usually receive your order within 1 day.
Are all shipments trackable?
Are all shipments trackable?
Yes, basically all shipments* from us are both insured and trackable.
*Except for letters, which we generally advise against using. Letters are uninsured and untrackable. However, letters might be an option if you have ordered low-value goods and want to save on shipping costs and can accept that your order is not insured and may get lost along the way.
You can 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 the easiest way.