Frequently asked questions

Order placement and Checkout

No, all you need is an email address. We recommend that you register for an account, but you can also place and track orders as a guest and sign up at a time that suits you.

Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can then manage your email preferences under ‘My Account’.

You can also follow our social media platforms (Facebook, Twitter and Instagram) for the latest news and Release Product details.

Choose a category or designer from the top navigation menu or search to explore a specific style or trend.

Select your desired piece and click ‘Add to bag’. Once you've added all items, it's time to checkout!

Sign in to 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.

Click on ‘Size Guide’ on the item’s page to view our conversion chart. We also provide fit information and model measurements for each style under the ‘Size & Fit’ tab.

Payment And Pricing

All orders will be charged in USD.

We accept payment from the following: Visa, MasterCard, American Express, Delta, Visa Electron, PayPal, Apple Pay

Please note: We do not accept cash on delivery or instalments as payment.

All duties, customs and taxes incurred when items are shipped internationally are the responsibility of the customer.  UCX does not mark down the value of items, nor do we mark items as "gift". If you have any inquiries regarding duties, customs and taxes in your country, please contact your local customs office.

UCX is PCI compliant.  We use Shopify Payments to  process and secure all payments.

PRODUCT AVAILABILITY AND AUTHENTICITY

UCX only sources the sale of brand-new, authentic merchandise. UCX guarantees the authenticity of all products on this site.

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, we don't offer reservations.

our order will be carefully packaged in a branded foil-polybags to ensure it arrives to you in great condition.

Every customer inquiry is important to us, and we strive to have your questions or concerns resolved as promptly as possible. We aim to respond to any inquiries sent to human@urbancoolab.com within 48 hours.

Shipping and Returns

All items are Final Sale, and are not eligible for return, or exchange.

Exceptions to the above are sizing issues or manufacturing related defects. 
 

If you have any further questions or concerns about your order, please feel free to contact us at human@urbancoolab.com.

View all shipping rates and delivery estimates HERE.

Unfortunately we are unable to ship to certain countries due to customs limitations or high risk of fraudulent activity.

UCX currently does not ship to the following countries and regions: Asia (aside from Japan), Algeria, Lithuania, Mexico, Morocco, Russia, Tunisia, Greece, and Qatar.