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Support and FAQs

We ensure that your experience with Urban & Hawk is as smooth as possible. However, we want to acknowledge that questions may arise.

 

Where is my order?

This is a question you might have. So, together with the shipping guide, you can track your order here.

 

What is my tracking number?

Tracking will be available 2-3 days after your order is placed. Please contact us via contact support if you have not received your tracking number after 7 days.

 
Amendments 

If you need to make changes to your order, you will need to contact us within 24hrs of the placement of your order.

Cancellations

- You must contact us within 24 hours of the order placement.

- We cannot cancel your order once it has already been shipped. 

- You can view our full return policy here.

 

My Item Arrived Damaged

We do ship every item with extra care. Despite this, 1 in every 1,000 customers still experiences damaged order due to things like mail service mistreatment. 

If this happens to you, please reach out with:

- Your order number.

- A picture of the damaged product. 

Once received, we'll be happy to send out another one, FREE OF CHARGE!

 

Contact us

If we still haven't managed to answer your question(s), please feel free to contact us and we'll get back to within 24hrs! :)