Frequently asked questions

 

Questions about the order

What are the advantages of a customer account?

By creating a customer account, you can access your order history, change billing and delivery addresses or subscribe to / unsubscribe from the newsletter. In addition, further orders can be placed easily and without entering your personal data again. Of course, you can also order from us without a customer account. If you have any further questions about your account, please contact us using the contact form.

Which payment options are accepted?

payment with credit card

You have the choice between VISA, Mastercard and American Express. Payment is made through our partner Stripe. Your credit card details are transmitted via a secure SSL connection and are not stored by us.

Payment by PayPal

You pay the invoice amount via the online provider PayPal. As soon as the invoice amount has been booked on our account, the goods will be sent to you.

Payment by twint

As a customer from Switzerland, you have the option of paying very easily with your Twint app. As soon as the invoice amount has been booked on our account, we will send the goods. 

Payment in advance (bank transfer):

Bank details:

Credit Suisse
Urbany's Switzerland GmbH
IBAN: CH23 0483 5157 9102 7100 0

Your order will be shipped as soon as we have received your payment. Please note that the transfer can take different lengths of time depending on the bank.

Important: Please use your order number as the reason for payment when making the transfer.

How can I use a voucher?

If you have received a voucher, you can redeem it during the order process. Only one voucher can be redeemed per order.

Can I change my order after I have placed it?

Our ordering and shipping processes are automated. Your order will be processed and shipped within a very short time. We can therefore guarantee fast delivery times, but cannot make any subsequent changes.

Can I cancel my order?

You have a right of withdrawal when purchasing from the Urbany’s shop. The withdrawal period is 14 days from the day of receipt of the goods. If you want to cancel your order, please contact our customer service in advance. You can find the contact form in the Contact / Customer Service section. A refund of the purchase price is no longer possible after the deadline.

Shipping questions

Which delivery service will my order be sent through?

All orders from Urbany’s are sent by Swiss Post.

Which countries do you ship to and how long does it take?

Urbany’s offers its buyers from Switzerland free shipping. There are additional shipping costs for all orders from abroad. 

All delivery conditions mentioned on the website (shipping days, delivery time in working days, shipping date, etc.) are to be understood as estimates and are not to be regarded as final or guaranteed delivery times.

The buyer is responsible for entering the delivery address correctly. If the shipment of an order fails due to an error in the delivery address given by the buyer, Urbany’s assumes no responsibility for the (partial) loss of the shipment. If Urbany’s needs additional information regarding a delivery address, Urbany’s is entitled to contact the buyer for this additional information. In this case, delivery delays cannot be ruled out.

Urbany’s makes every reasonable effort to deliver the order to the delivery address within the expected delivery time. Urbany’s is not liable for delays in the delivery of an order.

If there is a delay in a delivery or if it cannot or only partially be carried out, the buyer will be informed as soon as possible after the order has been placed. In this case, the buyer has the right to terminate the contract free of charge.

Delivery times within Switzerland

1-3 days

Delivery times outside the EU

6-12 days

How do I return the goods?

You can revoke products that you have ordered in our online shop within 14 days of receiving the goods. Register your revocation using our contact form and send the goods to be revoked within 14 days of registration to the following address:

Urbany’s Switzerland GmbH
Butzenstrasse 56 
8038 Zurich
Switzerland

As soon as we receive this, we will refund the invoice amount to the payment medium you specified when ordering. Please note that the costs for the return shipment are on the buyer's side and that we will not assume these in the event of a cancellation.

Questions about the watches

Product details

Movement: Swiss quartz movement RONDA
Glass: high quality, scratch-resistant sapphire crystal
Case: stainless steel
Water resistance: 5 ATM
Diameter: 40mm or 36mm
Height: 6mm
Strap width at 40mm watch: 20mm
Strap width at 36mm watch: 18mm
Guarantee: 2 years

How do I change the strap on my Urbany’s watch?

To underline your individuality on every occasion, all the straps on your Urbany’s watch are interchangeable. The illustrations below show you how you can easily change them:

Can I wash my Urbany’s bracelet?

Stainless steel bracelet

Try to clean the bracelet with a slightly dampened cotton ball or a soft cotton cloth. Gently rub the bracelet, being careful not to get anything wet. To do this, rub the bracelet dry with a dry cotton ball or cloth.

Nylon bracelet

To wash your Urbany’s nylon bracelet, use lukewarm water with a little soap and clean it carefully. Then let the nylon strap dry.

Leather bracelet

We would like to point out that all Urbany’s leather bracelets are made of real leather. The quality of the bracelets can suffer from external factors such as sweat, dirt and moisture.

We recommend that you regularly use a leather protection spray and a care product that is suitable for the strap material in order to protect your watch from external influences.

Is there a guarantee on the items purchased?

We grant you a two-year guarantee on our watches / products. This means that the guarantee only applies to the movement, but not to other parts such as the glass, bracelet or case.

You can always contact our customer service if something is wrong with your order. You can reach our customer service at: contact@urbanys.com.

You can find more information in our terms and conditions.

Questions from bloggers / influencers / photographers

I am a blogger / influencer / photographer and would like to work with Urbany’s, what do I have to do?

We work regularly with bloggers / influencers / photographers on social media. If you are interested in working with us, contact socialmedia@urbanys.com.