Can I place an order without creating an account?

Yes, you are able to place an order on our online store without creating an account. However, we highly recommend that you create an account to take advantage of the full range of benefits and features that we offer.

By creating an account, you will be able to manage your personal data, including your shipping and billing addresses, and view your order history. This can make the checkout process faster and more convenient for future orders.

Where can I see my order status?

To view the status of your order, you will need to log in to your account on our online store. Once you have logged in, navigate to the "Orders" tab, where you will find an overview of all your orders, including their current status.

Can I change or cancel my order after placing the order?

Changes or cancellations to orders can be made by contacting us via email as soon as possible. However, if the order has already been shipped, we may not be able to make any changes or cancellations. In such cases, you may need to request a return or exchange after receiving the order.

I haven’t received an order confirmation. How can I be sure?

If you haven't received an order confirmation, please check your email account's folders, including spam. If you can't find it, log in to your account to check the order status, or contact us via email for assistance.

Which payment methods are available in your online shop?

We are pleased to offer our customers a variety of convenient payment methods to choose from when shopping on our online store. Our payment options include:

American Express

Apple Pay

Google Pay

Mastercard

PayPal

Shop Pay

Visa

Twint

By offering these secure and reliable payment options, we aim to make your shopping experience with us as smooth and hassle-free as possible. If you have any questions or concerns regarding payment methods, please do not hesitate to contact us for further assistance.

What is your return policy?

If you are not completely happy with your item, you can return it within 14 days of delivery. To initiate the return process, kindly send us an email. Once we receive the item in its original condition, you will be fully refunded.

Please note that we do not accept returns for items that have been damaged, show proof of usage such as marks or are missing the original packaging.

Postage costs for returns are generally the responsibility of the sender. However, we will cover postage costs for the following cases:

Receipt of a damaged item

Receipt of an incorrect order

Please do not hesitate to contact us if you require further assistance.

How do you issue refunds for returned items?

When processing a refund, we will refund the original payment method used when placing the order. In order to receive a refund, we ask that you return the item to us in its undamaged original packaging. Once we have received the returned item, we will process the refund as quickly as possible. However, please note that the processing time may vary depending on the payment method used.

For credit card payments, the refund may take up to 5-10 business days to appear on your account, depending on your bank's processing times. For PayPal payments, the refund will typically be processed within 24-48 hours.

If you have any questions or concerns about the refund process, please do not hesitate to contact us for further assistance.

Do you offer international shipping?

At the moment, we are shipping to Switzerland, Italy, Germany, France & Austria. We are working diligently to expand our international shipping options. To request shipping to your country, please send us an email at hello@urbansocietystudio.ch. Our team will be delighted to assist you in fulfilling your order and delivering our products to your doorstep.

How long does it take to receive my order?

We strive to process and ship orders as quickly as possible. Our typical processing time for orders is 2-3 business days. Once your order has been shipped, you can expect to receive it within 2-4 business days.

Please note that on public holidays or during periods of high order volumes, there may be some delays in processing and shipping times. If there are any delays with your order, we will do our best to notify you as soon as possible and keep you informed of the status of your order.

Which company delivers my order?

Our shipments are delivered by Swiss Post AG.

How can I track my order?

Shipping is handled by Swiss Post AG, and they will provide you with a tracking number once your order has been shipped. To track your order, we recommend setting up a login at Swiss Post AG using the following link: https://account.post.ch/registration/?login. Once you have set up a login, you will be able to track the status of your delivery and access other options such as alternative delivery options.

My order arrived damaged. What can I do?

We apologize for any inconvenience caused by the damaged item you received. In order to assist you with this issue, please register your complaint by contacting us via email. Once we receive your complaint, we will work with you to find a resolution that meets your needs. This may include issuing a replacement item or providing a refund for the damaged item.

What is your privacy policy? How do you handle my personal information?

Our privacy policy states that we take the protection of your personal information seriously and use it solely for the purpose of fulfilling your order. We do not share or disclose your information to third parties, except as required by law. By using our website, you agree to our privacy policy.

What are your terms and conditions for using your website and purchasing products?

Please refer to our terms and conditions page.

Do you offer wholesale pricing for bulk orders or resellers? How can I apply for this?

We are happy to offer wholesale pricing for bulk orders or resellers. To apply for this, please contact us via email at hello@urbansocietystudio.ch with your business details and the number of products you are interested in. We will review your application and get back to you with further information.

Are your products ethically and sustainably sourced?

Our products are sourced ethically and sustainably. We work closely with suppliers who share our values and standards and regularly assess our practices to ensure responsible sourcing. We prioritize environmental sustainability and social responsibility and are committed to minimizing our impact and supporting communities. If you have any questions, please don't hesitate to contact us.

What are the care instructions for your products?

To ensure the longevity of our products, we provide specific care instructions for each item. Please refer to our care guide for guidance on cleaning, storing, and maintaining your item. If you have any questions, feel free to contact us for assistance.

How can I contact customer service?

We are always here to help and support our customers in any way we can. If you have any questions or concerns, please don't hesitate to contact our customer service team.

The easiest way to reach us is by email. You can find our email address on our website, or simply click on the "Contact Us" link located at the bottom of our homepage.

Do you have a physical store?

We are an online-based retailer and do not have a physical store. We provide detailed product descriptions, high-quality images, and customer reviews to help you make an informed decision. If you have any questions, please don't hesitate to contact us.

Can you customize products according to my needs?

Yes, we offer customization services for certain products. Contact us at hello@urbansocietystudio.ch with your requirements and we'll provide more information. Additional costs and delivery times may apply.

Any other questions?

Our team is always available to assist you. Please feel free to contact us via email at hello@urbansocietystudio.ch with any questions or concerns. Thank you for your interest in Urban Society Studio.