Before you cancel, please note:
Orders are processed within 24 hours and dispatched immediately after. If your order has already been dispatched, cancellation may not be possible — but we can help with an exchange or store credit instead.
Picked Cash on Delivery by mistake and want to switch to prepaid instead of cancelling? Just mention that below with your order number and we'll help if the order hasn't shipped yet.
Fill the form below with your order number and we'll confirm the status as soon as possible.
Since orders are processed within 24 hours, address changes are only possible if your order hasn't been dispatched yet. Share your order number and the corrected details below and we'll update it if we still can.
Click here to track your order instantly:
Track My Order
1. Orders are processed within 24 hours and dispatched immediately after
2. Delivery takes 2-5 business days (often sooner, depending on your location)
Tip: Check your SMS, WhatsApp and email spam folder for a message from Urbaniva with your tracking link.
Tracking didn't help? Fill the form below and we'll look into it:
To process this quickly:
1. Please share your order number and what you received instead
2. Our team will verify and arrange a replacement or refund within 24-48 hours
To process your claim quickly:
1. Please describe the damage clearly in the message below
2. Claims must be raised within 2 working days of delivery
Before you worry, this is expected:
Our packaging can look a little different from batch to batch (updated labels, minor design changes, etc.) and this is completely normal and does not mean the product is fake. The formulation inside is exactly the same every time, and every unit we ship is 100% genuine.
If you'd still like our team to double-check, we're happy to assist you.
Your gift is on its way:
We know your order has already arrived and the free gift wasn't inside — we're sorry about that. Prepaid free gifts are sent out in a separate parcel from the main order, and yours is already on its way to you.
Your main order itself is not affected in any way. There's nothing you need to do here, but if you have any other question, feel free to fill the form below and we'll help.
