FAQs | Urban Fox Store

This section is best viewed in desktop mode.

FREQUENTLY ASKED QUESTIONS

CHOOSE A TOPIC

Browse Products: Navigate through various categories or use the search bar to find specific items.

Add to Cart: Click the "Add to Cart" button on the product page for the items you wish to purchase.

View Cart: Click on the shopping cart icon to review your selected items, adjust quantities, or remove items if needed.

Proceed to Checkout: Click the "Checkout" button, fill in your shipping information, and choose your preferred payment method.

Confirm Order: Review your order details and confirm the purchase. You will receive an order confirmation via email or SMS.
Order Confirmation: Check your email or SMS for an order confirmation message with your order details and tracking number.

An order confirmation email or SMS is the receipt of your purchase.

Track Your Order: Log in to your Urban Fox Store account and visit the "My Orders" section to track the status of your shipment.

Tracking Link: Use the tracking link provided in your confirmation email or on the website to get real-time updates on your delivery.

Order Status: Understand different order statuses such as "Processing," "Shipped," and "Delivered."

Delivery Issues: Contact customer support if you encounter any issues or delays with your order.
Change Order Details: Contact customer support as soon as possible if you need to change the shipping address, quantity, or other details of your order.

Cancel an Order: If you need to cancel an order, do so within the allowed cancellation window, typically before the order is shipped.

Order Confirmation: After making changes, check your email or My Orders for an updated order confirmation.

Customer Support: Reach out to customer support for assistance with any changes or cancellations beyond the standard window.

Note: Modifications or cancellations cannot be made once the order is shipped or dispatched.
Shipping Options: Choose from various shipping methods based on your needs.

Delivery Timeframes: Review estimated delivery times for each shipping option during the checkout process.

Shipping Charges: Shipping Charge is applied when making purchase of order value under INR 799. Shipping Charge is non-refundable.

Delivery Notifications: Receive email or SMS notifications with updates on your order’s shipping and delivery status.

Handling Delivery Issues: Contact customer support if you experience any issues, such as missing, damaged, or delayed deliveries.
Check Stock Levels: View product pages to see current stock status and availability information.

Out-of-Stock Notifications: Sign up for notifications to be informed when an out-of-stock item becomes available again.

Limited Stock Items: Act quickly on items marked with limited stock to ensure you secure your purchase.

Alternative Products: Explore similar products or alternatives if the item you want is out of stock.

Urban Fox Store allows you to pay for your purchase through a number of payment methods:

UPI - Make payments using any of your UPI accounts.

Internet Banking - Make payments using a secure net banking portal.

Wallet - Use any virtual wallet to pay for your order.

Credit/Debit Cards - We accept payments made using Visa, MasterCard and Rupay.

Cash on delivery (COD) - Pay with cash at the time of delivery.

Note: Shipping Charges are non-refundable.
We understand that sharing sensitive financial information online can be uncomfortable for some customers. If you are unable or prefer not to make an online payment, you can choose the Cash on Delivery (COD) option. With COD, you can pay for your purchase in cash upon receiving the product. This way, you won't need to share your card details or any financial information online.

The maximum order value for a COD payment is ₹10,000.

We accept only cash at the time of delivery. We would recommend keeping exact change ready for the delivery executive when you receive the order.

Gift Cards or store credit cannot be used for COD orders.

Foreign currency cannot be used to make a COD payment. Only Indian Rupees accepted.
If your payment fails, follow these steps to resolve the issue:

Check Your Details: Ensure that all the payment information you’ve entered is valid and correct, including debit/credit card details, UPI IDs, or net banking credentials.

Verify Funds: Confirm that your account has sufficient funds or credit limit to cover the purchase.

Retry Payment: Sometimes, simply trying the payment again can resolve temporary issues.

Use a Different Method: If the problem persists, try using a different payment method. Urban Fox Store accepts UPI, Internet Banking, Wallets, Credit/Debit Cards (Visa, MasterCard, Rupay), and Cash on Delivery (COD).

Clear Browser Cache: Clearing your browser’s cache and cookies can often resolve technical issues that might be causing the payment to fail.

Check Network Connection: Ensure you have a stable internet connection during the transaction.

Contact Customer Support: If you continue to experience problems, reach out to our Whatsapp customer support team for assistance.
If your money has been debited but your order was not placed, please follow these steps:

Check Order Confirmation: Verify if you received an order confirmation email or SMS. Sometimes there can be a delay in the order status updating.

Wait a Few Minutes: Occasionally, there may be a short delay between payment and order confirmation. Wait a few minutes and check again.

Check Order History: Log in to your Urban Fox Store account and check your order history to see if the order appears there.

Contact Customer Support: If the order does not appear, contact our Whatsapp customer support team immediately. Provide them with the following details:

+ Transaction ID or reference number.

+ Date and time of the transaction.

+ Payment method used (UPI, Internet Banking, Wallet, Credit/Debit Card).

+ Amount debited.

Bank Statement: Check your bank statement or payment provider’s app to confirm the transaction. This information can help speed up the resolution process.

Resolution: Our customer support team will investigate the issue and ensure that your order is either placed successfully or your money is refunded promptly.
At Urban Fox Store, your security is our top priority. We utilize the Cashfree payment and Razorpay payment gateway, which employs advanced encryption technology to ensure your financial information is protected. With Cashfree, all transactions are securely processed, adhering to stringent security standards. This includes SSL encryption and PCI DSS compliance, safeguarding your data throughout the payment process. We do not store any sensitive payment information on our servers, adding an extra layer of security. Shop with confidence, knowing that your online payments are secure with us.

Single Shipping Method: We offer a single, standard shipping option for all orders.

Processing Time: Orders typically ship within 1-2 business days after payment verification.

Shipping Fees: Shipping fees are calculated at checkout.

Delivery Estimates: Standard shipping typically delivers within 4-7 business days.

Special Handling: Fragile items are packed with extra care, and customers can request gift wrapping for an additional fee.

OTP Verification: An OTP (One-Time Password) will be sent to the provided contact number and must be verified at the time of delivery to ensure secure receipt of your order.

We are expanding our goals everyday and looking forward to adding express shipping in the future.
Minimum Order Requirement: Customers qualify for free shipping on orders over INR 799.

Promotional Periods: Free shipping is available during festival days.

Applicable Locations: Free shipping applies to domestic orders anywhere within India.

Automatic Application: Free shipping is automatically applied at checkout for eligible orders.
Tracking Number: You will receive a tracking number via email once your order is dispatched.

Tracking Methods: Use the tracking number on our website or the carrier's tracking portal for real-time updates.

Delivery Updates: Expect updates such as "Shipment Picked Up," "In Transit," and "Out for Delivery."

Contact Support: Contact our customer support team if you do not receive tracking information within 48 hours of placing your order.
Common Causes: Delays may occur due to weather conditions, carrier delays, or high order volumes during peak seasons.

Notification: We will notify you via email or SMS about any significant delays and provide a new estimated delivery date.

Resolution Process: Contact our support team if your order is delayed beyond the estimated delivery time for assistance.

Customer Support: For shipping issues, reach out to our support team at helpdesk@urbanfoxstore.com for prompt resolution.
Protection of Items: Items are securely packed using bubble wrap and sturdy boxes to prevent damage during transit.

Custom Packaging Requests: Contact our support team to request special packaging options such as gift wrapping for a small fee.

Eco-friendly Practices: We use recyclable materials for packaging whenever possible to minimize environmental impact.

Multiple Items: Multiple items are consolidated into one shipment unless separate packaging is requested during checkout.

Labeling and Documentation: Each package is labeled with a shipping label and includes necessary documentations.
Primary Carriers: We partner with Ekart, Bluedart and Delhivery for reliable delivery services across the states of India.

Shipping Regions: Our carriers provide nationwide coverage, including remote areas.

Tracking Integration: Tracking information from our carriers is integrated into our system, allowing customers to track orders directly on our website.

Service Options: Options include standard delivery, expedited shipping, and signature confirmation upon request.

Feedback Mechanism: We value your feedback on carrier services to continually improve shipping experiences. Please share your thoughts with us through our customer support channels.

Eligible Items: Items must be unworn, unwashed, and in their original condition with all tags attached.

Return Window: Customers have 5 days from the date of delivery to return an item.

Condition Requirements: Items must be in their original packaging, free of any signs of wear, damage, or alteration.

Non-Returnable Items: Certain items, such as personalized items and gift cards are non-returnable unless they arrive defective upon delivery.

Proof of Purchase: A receipt or proof of purchase is required for all returns.

Clearance Items: Items marked as clearance or final sale are not eligible for returns or exchanges.
No Exchange Policy: We currently do not offer exchanges. If you need a different size or color, please return the item for a refund and place a new order.

Return and Reorder: Follow our return process to receive a refund, and then place a new order for the desired item.

Processing Time: Refunds are processed within 5-7 business days of receiving the returned item.

Stock Availability: Ensure the item you wish to purchase is in stock by checking our website before placing a new order.

Non-Returnable Items: Items purchased during sales or promotions follow the same return eligibility criteria but are not eligible for exchange.

Customer Support: If you have any questions about returning an item or placing a new order, please contact our customer support team for assistance.
Before Shipping: To cancel an order before it ships, contact our customer support team as soon as possible.

Cancellation Fee: There is no cancellation fee if the order is canceled before shipping.

After Shipping: Orders cannot be canceled once they have been shipped; however, you can return the item once received.

Notification: You will receive an email confirmation once your cancellation request is processed.

Refund for Canceled Orders: Refunds for canceled orders are processed within 5-7 business days.
Processing Time: Refunds are processed within 5-7 business days of receiving the returned item.

Refund Method: Refunds are issued to the original payment method used during the purchase.

Non-Refundable Fees: Original shipping fees are non-refundable, except in cases where the return is due to a defect or error on our part.

Notification: You will receive an email notification once your refund has been processed.

Partial Refunds: Items returned in non-original condition or missing tags may be subject to a partial refund.

Store Credit Option: Customers can opt to receive a refund as store credit for future purchases.
Reporting Damages: Contact our customer support team within 24 hours of delivery if you receive a damaged or defective item.

Required Information: Provide photos of the damaged or defective item and your order number for verification.

Replacement Process: Once verified, a replacement item will be shipped at no additional cost.

Return of Damaged Items: In most cases, you will need to return the damaged item before a replacement is sent.

Processing Time: Replacements for damaged or defective items are processed within 5-7 business days.

Refund Option: If a replacement is not available, a full refund will be issued.
Non-Returnable Items: Items such as customizable items and final sale items are non-returnable.

Final Sale Items: Items marked as final sale are not eligible for return or exchange.

Gift Cards: Gift cards and promotional items cannot be returned or refunded.

Conditions for Exceptions: Non-returnable items may be accepted if they are defective or damaged upon receipt.

Custom-Made Items: Personalized or custom-made items are also non-returnable.

Hygiene Products: For health and safety reasons, items like face masks are non-returnable.

Eligible Items: Discounts apply to select apparel and accessory items, excluding clearance and final sale items.

Discount Period: Discounts are valid only during the specified promotional period and are subject to change.

Multiple Discounts: Only one discount code can be applied per order unless stated otherwise.

Seasonal Offers: Take advantage of seasonal sales events, such as summer or holiday sales.
Entering Discount Codes: Enter the discount code in the designated field at checkout to apply the discount.

Code Validation: Ensure the code is valid, active, and not expired.

One-Time Use: Most discount codes are for one-time use only and cannot be reused.

Stacking Discounts: Typically, only one discount code can be applied per order unless otherwise specified.

Minimum Purchase Requirement: Some discount codes require a minimum purchase amount to be valid.

Troubleshooting: If the discount code is not working, double-check the terms and conditions or contact customer support.

Promo Code Errors: Common errors include typos, expired codes, and ineligible items in the cart.
Entering Discount Codes: Enter the discount code in the designated field at checkout to apply the discount.

Code Validation: Ensure the code is valid, active, and not expired.

One-Time Use: Most discount codes are for one-time use only and cannot be reused.

Stacking Discounts: Typically, only one discount code can be applied per order unless otherwise specified.

Minimum Purchase Requirement: Some discount codes require a minimum purchase amount to be valid.

Troubleshooting: If the discount code is not working, double-check the terms and conditions or contact customer support.

Promo Code Errors: Common errors include typos, expired codes, and ineligible items in the cart.
How to Redeem: Enter the gift card code at checkout to apply the balance to your purchase.

Partial Use: Gift cards can be used partially; the remaining balance can be used for future purchases within its validity period.

Combining Gift Cards: Multiple gift cards can be used for a single purchase if needed.

Gift Card Balance: Check the remaining balance on your gift card online through our website.

Insufficient Balance: If the gift card balance is less than the order total, the remaining amount can be paid with another payment method.

Note: Gift Cards are non-refundable.
Validity Period: Vouchers are valid for a specific period, usually mentioned on the voucher, and must be used before expiration.

Usage Limits: Some vouchers can only be used once or are limited to one per customer.

Non-Transferable: Vouchers are non-transferable and can only be used by the intended recipient.

Minimum Spend: Some vouchers require a minimum purchase amount to be redeemed.

Eligible Items: Vouchers may only be applicable to certain items or categories, as specified in the terms.

Combining Vouchers: Generally, only one voucher can be used per order, unless otherwise specified.

Voucher Redemption: Enter the voucher code at checkout to apply the discount to your order.
Invalid Code: Ensure the code is entered correctly and is not expired or already used.

Non-Applicable Items: Check that the items in your cart are eligible for the discount or voucher.

Minimum Purchase Not Met: Verify that your order meets any minimum purchase requirements specified in the terms.

Code Already Used: Some codes are single-use only; ensure the code has not been previously redeemed.

Technical Issues: Contact customer support if you encounter technical issues while applying a discount or voucher.

Refunds on Discounted Items: Refunds will be issued for the amount paid, reflecting the discount, not the original price.
Seasonal Sales: Look out for special discounts during seasonal sales events, such as summer, winter, and holiday sales.

Newsletter Sign-Up: Subscribe to our newsletter for early access to discounts, promotions, and exclusive offers.

First-Time Buyer Discounts: Enjoy special discounts on your first purchase with us by signing up on our website.

Holiday Promotions: Take advantage of special discounts and offers during holiday promotions.

Social Media Offers: Follow us on social media platforms for exclusive discounts, flash sales, and giveaways.

Creating an Account: To create an account, click on the "Sign Up" or "Create Account" button on our website's homepage or during checkout. Fill in your email address, choose a password, and provide any required information.

Updating Account Information: You can update your account information, such as email address, phone number, and shipping address, by logging into your account and navigating to the "Account Settings" or "Profile" section.

Password Security: Your account is password-protected to ensure security. If you forget your password, you can reset it using the "Forgot Password" link on the login page. Follow the instructions sent to your registered email.

Profile Customization: Customize your account settings to save preferences, manage your wishlist, view order history, and track shipments conveniently.

Account Termination: If you wish to delete your account permanently, please contact customer support. Note that this action is irreversible and will delete all account data, including order history.

Guest Checkout Option: If you prefer not to create an account, you can proceed with guest checkout for a quick and easy shopping experience.
Information Collection: We collect personal information like email addresses, phone numbers, and shipping addresses to process orders and provide customer support.

Data Usage: Your personal information is used strictly for order fulfillment, customer service, and occasional promotional emails if opted-in. We do not sell or share your information with third parties without your consent.

Security Measures: We employ industry-standard security measures to protect your data from unauthorized access, alteration, disclosure, or destruction.

Third-Party Services: Some services, such as payment processing and shipping, require sharing basic information to complete transactions and deliveries.

Cookie Usage: We use cookies to enhance your browsing experience and analyze website traffic. You can manage cookies through your browser settings.

Data Retention: We retain your information only as long as necessary to fulfill the purposes outlined in our privacy policy or as required by law.
Secure Transactions: Your payment details are encrypted and securely processed. We do not store full credit card information on our servers.

Password Best Practices: Choose a strong password and avoid sharing it with others. Change your password periodically for added security.

Monitoring Account Activity: Regularly review your account activity and report any suspicious or unauthorized transactions to customer support immediately.

Secure Communication: We use SSL encryption to protect data transmitted between your browser and our servers, ensuring secure communication.

Phishing Awareness: Be cautious of phishing attempts. We will never ask for sensitive information like passwords via email or phone calls.
Unsubscribing from Emails: To unsubscribe from marketing emails, click the "Unsubscribe" link at the bottom of any promotional email or contact customer support.

Transactional Emails: We send order confirmations, shipping notifications, and customer service messages via email to keep you informed about your purchases.

Email Security: We do not send unsolicited emails asking for personal information. Verify the sender's email address and contact us directly if you have concerns.

Opt-In Policy: By creating an account, you agree to receive transactional emails related to your orders. You can opt out of promotional emails at any time.

Email Verification: Ensure your email address is accurate and up to date to receive important account-related notifications and reset password instructions.
Account Deletion Request: Contact customer support to request account deletion. Provide your account details for verification purposes.

Data Removal: Deleting your account will permanently remove all personal data associated with it from our systems, including order history and saved preferences.

Retention Period: We retain certain information as required by law or for legitimate business purposes, even after account deletion. This includes transaction records for accounting and tax purposes.

Account Closure Confirmation: Once your account is closed or deactivated, you will receive confirmation via email. Contact us if you do not receive this confirmation promptly.
Cookie Use Explanation: We use cookies to enhance your browsing experience and provide personalized content. Cookies are small text files stored on your device by your web browser.

Types of Cookies: We use session cookies (temporary) and persistent cookies (long-term) to remember your preferences and analyze site traffic patterns.

Managing Cookies: You can manage cookie preferences through your browser settings. Disabling cookies may limit your access to certain features and functionalities on our website.

Third-Party Cookies: Some third-party services used on our website, such as analytics tools and advertising networks, may also place cookies on your device.

Cookie Consent: By using our website, you consent to the use of cookies as described in our Cookie Policy. You can change your consent preferences at any time.

Opt-Out Options: You have the option to opt out of certain types of cookies or third-party tracking by adjusting your browser settings or using opt-out tools provided by third parties.

NEED HELP?

CHAT WITH US