FAQ's

What payment options do I have?
  • Cash on Delivery (available nationwide).
  • Online payment (Visa Debit/Credit, Master Debit/Credit)

Is it safe to use my credit/debit card to make payments?

All payment information on our website is processed on a fully encrypted and secure platform and kept confidential with only authorized personnel having access to your information.
What should I do if my payment fails?
In case of a payment failure, make sure that the payment information you have provided is accurate. If your account has been debited after a payment failure, it is normally reimbursed to your bank account within 7 business days. You can email us on customercare@urbansole.compk or give us a call on +923460000128 with your order number for any clarification.
What are the conditions for Cash on Delivery (COD)?
To avail COD, please follow these instructions.
At checkout, select ‘Cash on Delivery'.
Upon the courier’s arrival, check for the original receipt and pay only the amount mentioned on that receipt in cash.
Can the billing address differ from the shipping address?
For Cash on Delivery orders, billing address is not required. We only require your shipping address which will be the address you want your order delivered to. For Credit Card orders, we require both billing and shipping address, which can be the same or different addresses. To use a different billing address, simply check the ‘Use a different billing address’ option under the ‘Billing Address’ tab on the checkout page.
How can I track my order?

You can check the status of your order on your account page. As soon as your order leaves our warehouse, you can live track the rider’s progress through a tracking link that will be sent to you via email and SMS once your order is dispatched.

If an article is out of stock, how can I be informed about its re-arrival?
For out of stock items, please enter your email address in the given text box to get an email about article availability. Alternatively, please call our Customer Support helpline, and we will be more than happy to try and arrange the article you require.
Can I get an article reserved for me in stores before formal checkout?
Regretfully this service is currently not available. Please call on +923460000128 and they will facilitate you with your reservation.
Can I make changes to an existing order?

Yes, you can absolutely make changes to an order. Call us at +923460000128 and we will make the required changes for you.

Is there any form of advance payment required for COD?
No, you only need to pay the full amount in cash once your parcel is delivered to you.
Will the amount be refunded if I cancel or return the order?
In such a scenario, please call Customer Care at +923460000128 for further details. As per policy we do not refund any amount.
How do I know if an item is in stock?
  • All items are in stock unless "Out of stock" is indicated. On receipt of your order if any items are unavailable, we will inform you by email or call and we will offer you a refund or alternative availability date where possible.
  • If your ordered article is not available in stock then your order will be considered as cancelled without notifying you.
What happens if I have already paid for the order?

We offer a money-back guarantee on all your orders. Once you return your order, you have the option to either request for a refund or receive store credit which you can use for shopping with us in the future. Refunds can take up to 14 days to process as per bank policy. On the other hand, store credit will be provided to you immediately on return .

Do I need an account to place an order?

You do not need to create an account to place an order. You can checkout as guest without creating an account. However, we highly encourage you to create an account. Account creation will allow you to track your order at any time and also significantly enhance your checkout experience so you don’t have to fill out your information every time.

 

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