FAQ

Payments

We accept all major credit and debit cards.

Our web store is secured with an SSL certificate. This means the information you input is encrypted and it will not be available for third parties. 100% secure checkout guaranteed. All transactions take place via connections secured with the latest industry standard security protocols.

We accept payments in Naira, Pounds Sterling, US Dollars, Euros, Australian Dollars and Canadian Dollars.

Your order will only be confirmed if the payment has been successfully processed. If you have entered incorrect card details, please try again and double check the information you are inputting. Please contact us if you would like assistance in placing your order.

Delivery

Please go to the delivery/shipping page menu to take a look at your delivery options https://urbanvibeslondon.com/shipping/

Please check your tracking before contacting us. If the tracking shows no information please contact us at orders@urbanvibeslondon.com with your order number, one of our customer care team will be able to advise.

Please email us with your name and order number so that we can contact the delivery company on your behalf.

Our couriers attempt to deliver once before returning items back to us as undelivered. If your order has been returned to us it will be processed as a refund once we receive it. If you would like us to send your parcel back out rather than refund it, please contact us via email/whatsapp with your name and order number so that we can look into this for you. A new delivery charge will be required.

Orders

To place an order, please follow the instructions below:

  1. Select the item you like; select the size you would like to purchase.
  2. Click ‘add to bag’. You can add as many items as you like to your bag before proceeding to payment.
  3. To proceed to payment, click the shopping bag on the top right of the screen and proceed to the checkout if paying by credit or debit card or click PayPal.
  4. Enter the required information to complete your purchase.

Due to our popular items selling fast, we can sell out quickly. We try our very best to keep stock levels up to date, however, our website may not always update quickly enough while you are placing your order. We will contact you as soon as possible to confirm the cancellation of your order. If you have ordered more than one item, the rest of your order will be dispatched.

If you suspect that you have received a faulty or incorrect item then please contact our customer care team before returning any items within 2 days of receiving your order, we will advise you on how to proceed further. Please do not use any faulty or incorrect items after finding the fault as we will be unable to provide a refund or exchange. If you fail to contact us before returning a faulty item your return may be rejected subject to our product inspection.

  1. Go to my bag (this can be found at the top right-side of the website).
  2. Select ‘view and edit bag’.
  3. Enter the discount code into the discount codes box.
  4. Select apply coupon and your discount will be applied.

Once the order has been placed, unfortunately, we are unable to make any amendments as we try to process the order as quickly as we can. If you do need to make any changes, please contact our customer services team help@publicdesire.co.uk and we will try to assist although this cannot be guaranteed.

If your order has gone through successfully you will receive a confirmation email to the email address you used when placing the order. If you have not received this email, please check your junk or trash folder. Alternatively, you may have entered an incorrect email address. Unfortunately, we are unable to update the email address once you have placed your order.

If you place an order which includes an item on pre-order, please note your order won’t be shipped until the pre-order item arrives into stock and you will receive all items within your order in one shipment. Should you wish to receive any other items first, then you would need to process this in a separate order.

Contact us

Email us at order@urbanvibeslondon.com  .please allow up to 24-48 hours for the customer care team to respond. You can also reach us via WhatsApp https://wa.link/fvp5iw clearly stating your complaints .

Our customer care team is available between 9.00 am and 5.30 pm, Monday to Friday.

Kindly send us an email: (orders@urbanvibeslondon.com) or contact us via WhatsApp our https://wa.link/fvp5iw

Returns / Exchange

Please go to the return/exchange page menu to take a look at return and exchange policy https://urbanvibeslondon.com/returns/

Please go to the return/exchange page menu to take a look at return and exchange policy

Please allow up to 2-3 working days for your return to be processed.

You can exchange your item for a different size, color or another shoe. All exchanges are processed in line with our live stock levels. If the item, you have requested as part of your exchange is out of stock you will be automatically refunded in line with our returns policy. Extra cost incurred on the exchange item to be charged to the customer.