Frequently Asked Questions (FAQ)

Welcome to the Urban & Lace FAQ section. Below you’ll find helpful information about payments, shipping, order updates, cancellations, delivery issues, and customer support.

If your question is not covered here, please email us at support@urbanandlace.com. To help our team locate your purchase quickly, include your order number and the email address used at checkout.

Orders and Payment

How can I use a promotional code?

Discount codes can be entered during checkout, whether you are paying through PayPal or with a debit or credit card.

Please follow these steps:

  1. Choose the product you would like to purchase and select Add to Cart.

  2. Open your cart and continue to checkout by selecting the available debit or credit card payment option. This checkout process may also be used for PayPal payments.

  3. On a mobile device, tap Show Order Summary to display the promotional code field.

  4. On a desktop computer, the discount field will normally appear on the right-hand side of the checkout page.

  5. Enter your code, apply it, and confirm that the discount has been reflected before completing payment.

Which payment options are available?

Urban & Lace accepts several commonly used and secure payment methods, including:

  • PayPal

  • Visa

  • Mastercard

  • American Express

  • Diners Club

  • Most major debit and credit cards

  • Apple Pay

  • Google Pay

The payment options shown may vary depending on your device, country, and checkout availability.

What does shipping cost?

Standard international shipping is generally USD $5.99.

The amount may differ based on the delivery destination, order contents, or active promotional offers. Any applicable shipping charge will be displayed at checkout before you submit payment.

Shipping and Delivery

Does Urban & Lace deliver internationally?

Yes. We provide shipping to customers in many countries worldwide.

Where possible, orders may be fulfilled through the warehouse best positioned to serve the destination. This may help improve processing and delivery efficiency.

When should my order arrive?

Most orders are delivered within approximately 10–20 business days after they have been processed and dispatched.

Delivery times are estimates and may be affected by customs procedures, carrier delays, public holidays, weather conditions, or other circumstances outside our direct control.

Where can I find my tracking details?

After your package has been shipped, a dispatch confirmation email will be sent with the available tracking number.

You may enter that tracking number on an international tracking service, such as 17TRACK, or on the website of the assigned shipping carrier.

Why is there no recent tracking update?

It can take between 24 and 48 hours for newly issued tracking information to become visible in the carrier’s system.

During transit, a shipment may also go several days without a new scan while it is moving between distribution centers, countries, or delivery partners. This does not necessarily mean the parcel has stopped moving.

Why were only some of my products delivered?

Items from the same order may occasionally be packed and shipped separately.

This can happen when products are stored at different fulfillment locations or when separate shipping allows part of the order to arrive sooner. Each parcel may have an individual tracking number and delivery date.

Order Adjustments and Cancellations

Can I correct my recipient name, shipping address, or phone number?

Please contact us immediately at support@urbanandlace.com and use the following subject line:

Urgent: Shipping Information Update

Your message should contain:

  • Your order number, for example: 071SHOP-112938

  • The email address associated with the order

  • The complete and corrected delivery information

We will make a reasonable effort to update the details before the order enters fulfillment. However, once processing or shipment has begun, we cannot guarantee that the change will be completed.

Can I change the size, color, quantity, or product in my order?

Order modifications may be possible if the request is received before fulfillment begins.

Email support@urbanandlace.com with the subject:

Urgent: Order Modification

Please provide:

  • Your order number

  • Your checkout email

  • A clear list of the changes requested

Once an order has entered fulfillment, modifications may no longer be available.

Am I able to cancel an order?

An order may be eligible for cancellation if it has not yet been dispatched.

A processing charge may apply in certain cases. Once the package has been shipped, the order can no longer be canceled.

Support After Delivery

What should I do if my product arrives damaged?

We’re sorry your order did not arrive in the expected condition.

Please email support@urbanandlace.com and attach the following:

  • Your order number

  • The email address used for the purchase

  • Clear photographs or video showing the damage

  • A readable image of the parcel’s shipping label

Our customer care team will review the information and assist with the next appropriate steps.

What should I do if the product appears defective?

Urban & Lace takes product quality concerns seriously.

To report a defect or performance issue, contact support@urbanandlace.com and include:

  • Your order number

  • Your order email

  • A detailed explanation of the problem

  • Photos or video clearly demonstrating the issue

Providing complete evidence will help us assess the request more efficiently.

What happens if I receive the wrong product or part of my order is missing?

Please notify our support team at support@urbanandlace.com.

Your email should include:

  • Your order number

  • The email address connected to the purchase

  • Photos or video of the item or package received

  • The name and quantity of any missing or incorrect products

We will review the case and work to provide an appropriate resolution as soon as reasonably possible.

Emails and Order Notifications

I cannot find my order confirmation. What should I do?

First, check the spam, junk, promotions, and other filtered folders in your email account.

If the confirmation is still missing, contact support@urbanandlace.com and provide the email address you entered at checkout. Our team can check the order information and resend the confirmation when available.

Why have I not received a tracking number?

Tracking details are usually sent within 1–2 business days after order processing has been completed.

Please check your spam or junk folder before contacting us. If more than two business days have passed after processing, email our team for further assistance.

Customer Support

For questions related to orders, products, payments, shipping, delivery, returns, or account communications, contact:

Email: support@urbanandlace.com

When writing to us, include your order number and order email whenever applicable so our team can respond more efficiently.