Frequently Asked Questions

Buying is so simple that you only need 5 steps:
STEP 1: choose the product of your choice in our catalog and the
amount you want to buy, click ADD TO CART
STEP 2: verify that your order is done correctly and click on
FINISH ORDER.
STEP 3: Fill in all the contact and shipping information, verify that your
data is correct. In this step you can enter your Code of
Discount, if you have it and click CONTINUE SHIPPING.
STEP 4: Confirm your data and if there is no error, click on
CONTINUE WITH PAYMENT.
STEP 5: Choose any of our payment methods: Credit cards
credit (you must fill in the data) or Cash on delivery and FINISH YOUR
ORDER.
See, it's very simple, buy in 5 steps!

You can choose any of our payment methods: Credit cards, Paypal, Apple Pay, etc... it's great right!

If you are not satisfied with your purchase and wish to return an item you can
contact us by email info@trueurban.com
indicating the order number and the reason for your return. keep in
Keep in mind that you have a period of 14 days from the receipt of your
order to make the return, after this time, your product will not be
accepted for return. (According to Art 44 of Law 7/1996 of January 15
regulation of retail trade modified by law 47/2002 of 19
from December)
If you decide to return an order, you should know that you will bear the costs of
Shipping.

Our customer service team will review the return request and
will send further instructions if the return is approved. The articles
Returns must be in their original packaging, including any
accessory, manual and documentation. Returned items must be
unused, in the same condition in which we sent it to you, and in its
original packaging. Stains, folded cards, broken seals will not be accepted.
or broken plastic sheets. If the condition of the product sent back
to us is not in acceptable condition, we reserve the right
not to return or exchange it. Products that have been customized
they cannot be refunded or exchanged.

Please contact our customer service team at
through the mail info@trueurban.com to start the return process. By
Please, the email must include the following information:
• Order number
• Proof of purchase
• Video or photo of the product to be returned (if applicable*)
• Full shipping address
• Phone number
*In some cases, you may be asked to include a video or photo
of the defective product as evidence in order to refund or replace
the product.

In this case, contact us through our email
info@trueurban.com or our direct whatsapp number +447946104143 within a period of 6
hours from the purchase and provide us with the correct data.
Please note that after 6 hours, our products have already
been packed and ready for shipment, so we will not be able to change
the details of your order.

Please note that after 6 hours, our products have already
been packed and ready for shipment, so we will not be able to change
the details of your order.

In this case, contact us through our email
info@trueurban.com Or our direct whatsapp number +447946104143 within 6
hours from the purchase and so you can report your desire to cancel or
change your order.
Please note that after 6 hours, our products have already
been packed and ready for shipment, so we will not be able to change
the details of your order.

Returns may take up to 14 business days to process.
from the day we receive your return. we will send you an email
email to confirm once your return has been processed.
For returned items, a full refund will be credited for the
returned products For non-defective items, the refund
excludes all shipping and handling charges.

Please note that once the order is placed, your order needs 24 hours
to be processed and shipped. Since our shipments are Express, the
shipping time ranges from 24 to 48 hours.

If any of the products you have received has a manufacturing defect or
malfunction, we will replace, free of charge,
that product for a new one in good condition.
Keep in mind that you have a period of 14 days from the receipt of your
request to notify your disagreement, we also inform you that the
warranty is not applicable if we consider that the damage is due to misuse
of the product.

Only in cases where shipments are directed outside the United Kingdom, we will
We will request your ID, since in these cases the postal company will
request this information to manage the shipment