FAQ

General Questions

1. What is the status of my order?

A notification will be sent to your email once your order status is updated.

2. Can I cancel or change my order?
  • We accept cancellation and changes of orders within 24hrs from the time when the order was placed and there will be no additional charges.
  • For cancellation of orders, it can only be refunded via store credits which have an expiry of 2 years.
  • For changes in your orders, if the item that you would like to change to is of a higher price, you will need to top up the difference and in the event where the item that you would like to change to is of a lower price, the difference will be refunded to you via store credits.
  • Kindly note that once the order is shipped, no cancellation or changes are allowed.

3. Where do you ship to?

Currently, we ship mainly in Singapore. However, we are amid exploring to ship to other countries. Do drop us an email and we will provide you with the shipping fees and charges for shipping to your country. We will also escalate the process of making shipment to your country available as soon as possible!

Payment

1. What payment methods do you accept?

We accept the following forms of payment method:

  1. Stripe
  2. MasterCard
  3. Visa
  4. Amex
  5. PayPal
2. How do I check my payment status?

Once payment is processed successfully,  you will be reverted back to our online store. A confirmation email will be sent to you once payment is made successfully.

Shipping & Delivery

1. Where do you ship to?

We ship both locally in Singapore as well as internationally. For international orders, please drop us an email for shipping charges inquiry as we are still in the midst of putting up the shipping location on our web.

2. How long does it take for the order to be shipped out?

All orders that were processed with payment confirmation will be ship out within the next 2-3 working days.

3. What if I am not home during delivery?

We strongly advise our customers to ensure someone is at home to receive the order. In the event when no one is at home to receive your order, we will arrange for another re-delivery and this will incur additional delivery fee which will be borne by the customer.

Returns & Refunds

1. Do you accept returns?

Change of mind? Fret not! We offer returns via store credits within 7 days upon order receival. Any return requested after the time-frame will not be accepted. Simply drop us an email at info@urbanhomeliving.sg with your request and we will get back to you with the return details. Please note that there will be an additional return delivery fee that will be borne by the customer.

For returns eligibility, please ensure that the item is in new condition, unused with its original packaging. We reserve the rights to reject any return if the item does not meet the above conditions.

2. Do you accept refunds?

Currently, we do not offer cash refund and refund is only available via store credits. For any refund requests, kindly drop us an email at info@urbanhomeliving.sg. Our customer service officer will review accordingly on a case-by-case basis.

3. Can I exchange an item?

We accept exchange for another color/size of the same item within 7 days of order receival if stocks are available. To do so, please drop us an email with the item that you wish to exchange and the new color/size preferred. The additional exchange delivery fee will be borne by the customer.

For exchange to another item, we will provide a refund via store credit for the item price (after any discount that was applied during purchase if any) so that you can place a new order with your preferred item.

*Kindly note that for all exchanges, please ensure that the item is in new condition, unused with the original packaging. We reserve the rights to reject any exchange if the item does not meet the above conditions.

4. How long does it take to process a return?

Please allow 3-5 working days for us to process the return.

5. What happens if I received an incorrect or defective item?

We are sorry for the incorrect or defective item received! In case of any incorrect or defective item, kindly email to info@urbanhomeliving.sg within 7 days of order receival and attach clear photo of the incorrect/defective item for our reference.  A one-to-one replacement will be arranged with no extra cost incurred and if the item is out of stock, a refund for the item via store credits will be issued.

Sales and Promotional Period

1. Can items bought during sale or promotion (discount codes) be returned or exchanged?

We seek your understanding that all orders placed during the sale period are finalized and they will not be eligible for any return/exchange.

For items that were purchased using promo codes, they will be eligible for return or exchanges. However, do note that for return of items that were bought using a promo code, only the final paid price (after promo code discount) will be refunded via store credits.

Store Credits

1. Is there an expiry for store credits?

All store credits that were issued have an expiry of 2 years.

2. Can items purchased using store credits be returned or exchanged?

All orders placed using store credits are finalized and will not be eligible for any return/exchange unless the item is defective.

Warranty?

1. Is there any warranty for the product?

All digital products have a default warranty of 7 days unless otherwise stated.

For non-digital products, there will be no warranty unless otherwise stated on the product page.