FAQ – Urban Revivo
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1. Do I need an account to place an order?

We recommend to register, because it is easier to check your order history. But you may also check out as a guest.

2. How to place an order?

     It's easy! Here’s how:

  • Choose a category from the top navigation menu or search to explore a specific style or trend.
  • Select your desired piece and click ‘Add to cart’. Once you've added all items, it's time to checkout under ‘View cart’.
  • Sign into your account or, if you've not yet created one, proceed via guest checkout.
  • Enter your address, payment method and delivery details to complete your order. That's it - we'll confirm the order and it will be carefully prepared and shipped to you, with updates every step of the way.
3. When do you ship my order?

We ship most in-stock items within 3-5 business days of receiving your order. When your order ships, we will send you a shipping notification with tracking details. Please note that orders may be split across multiple shipments, and items ordered together may not be shipped on the same day. Occasionally, items may be out of stock and will be cancelled from your order. Unfortunately, you will be refunded, we will not charge for items that are cancelled.

4. Where can find size & fit advice?

Click on the ‘Size Guide’ button on the product page for detailed measurements, conversion chart and size fitting guide. If you are not sure about your size, please contact customer service.

5. An item added to shopping cart was sold out?

The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. You are therefore encouraged to submit payment as soon as possible.

6. Do you restock items that are sold out?

To be notified if a sold-out item becomes available again, click on 'NOTIFY ME WHEN AVAILABLE' on the item’s page, select the size you need, and then enter your email address.

7. Can I cancel or modify my order? Can I change shipping address?

It is only possible to make modification to your order within 2 hours of order placed and if the order has not been processed. This includes cancelling an order in full or in part, changing an address, changing a shipping method, and adding, replacing or removing items from your order. We process orders very quickly, so modifications cannot always be fulfilled. You must immediately contact our Customer Service Team  (within 2hours) at service@urbanrevivo.com with your change/cancellation request details included. 

8. What currencies can I pay?

We provide most currency reference according to your shipping location, and you will be charged the equal USD amount at checkout page.

9. Is my privacy and personal information secure on your site?

We provide among the best e-commerce service in the industry, and guarantee secure payment processing at all times. Please click here to view the full details on how we protect your privacy and personal information.

10. Will I have to pay any sales tax?

The price you pay to us will exclude all relevant import duties and sales taxes. As we are unable to advise the exact amount, we recommend contacting your local customs office or tax authority before placing order. Tax is charged by customs offices in destination country based on their rules and policies. Customer is responsible to find out the situation in their country. Shipments from all of our warehouses are delivery duty unpaid. Therefore, if any, these charges must be paid by the customers. Customers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes.

11. What does pre-order mean?

Pre-order is a sustainable project for environment-friendly, in order to reduce unnecessary inventory. Estimate shipping time please refer to 「Description」which list in Pre-order product page. Rest assured that once received your order, we will process it as soon as possible.

12. How to return?

We accept returns within 30 days of the receipt for most items in new condition. Please contact our customer service team first before you return the items. Any returned items without previous contact will not be accepted. More details please refer to Return & Refund policy 

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