WHAT THE
FAQ

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FAQ

Ordering

How long until I get my order? 

That all depends on where you live. We ship from the Netherlands, so within the EU it will take 1 – 4 weekdays. We'll even cross an ocean to get to you, but that will take up to a week. 

Can I cancel my order?

Short answer: no.  
Slightly more elaborate answer: we understand, we've all bought on impulse before, but at this moment in time we can't alter or cancel any orders once they're placed. 

You can always return the item(s) within 30 days and exchange it for something more suited to your style or get a refund. Just keep in mind: there's no harm in taking a peek and trying it on for size. Who knows, you might just fall in love.  

Shipping, Returns and Exchanges

What is the shipping policy?

After you've placed your order, you will receive a confirmation email, letting you know that our fulfillment team is prepping the goods. Once your order is ready to leave the nest, you will receive another email with all the tracking info. Side note: shipping fees are non-refundable in the case of returns. 

Do you ship overseas?

Yes, we do. In the words of Marvin Gaye: “ain't no river wide enough”, to keep us from getting to you!  

Which shipping carriers do you use?

Within the EU, we typically use the shipping partners from our Dutch Postal service. But we mix it up occasionally using DPD or DHL. 

Can I return my watch?

Yes, you can. If the item is unworn and undamaged, you can return your purchase within 30 days starting from the delivery date. The real question is... Are you sure? 

Warranty and Repairs

What does warranty cover?

We are confident about the quality of our products, but nothing man-made is perfect. That is why we offer a warranty on the movement of the timepiece and any construction failures, for a period of 24 months. This does not include: 

  • Battery
  • Watch strap/bracelet
  • Glass
  • Stones/gems
  • Pushbuttons
  • Crown
  • Clasp

Our warranty also does not cover any damage as a result of carelessness or improper handling. This may include a battery replacement done incorrectly, a fall, bump or water damage.  

Unusual defects that occur within a short amount of time after purchasing, should be looked at straight away. The sooner we know, the faster we can work towards a solution. contactus@urbn22.com 

We take in account the purchasing date and specific defect, to give you an idea on how the repair process will go for you. However, just like people, each case is unique and should be assessed individually. Our inhouse team will let you know whether your repair is eligible for warranty or provide you with a quotation.  

I need to get my watch repaired, what to do?

Should you encounter any issues with your watch, let us know right away and we'll figure it out together. You are free to decide where you take your watch to have it repaired, but we cannot guarantee it will match our standards. We know our watches and are here to help! 

How can I adjust my stainless steel watch strap?

REMOVING LINKS
To remove links, it's best not to fiddle with the strap yourself, but bring it to a local jeweler. They'll fix it for you in a matter of minutes at a fair price. We can do it for you as well – just let us know beforehand, so we know what's coming and we can inform you on prices etc. 

ORDERING EXTRA LINKS
If for whatever reason you want to order extra links – let us know for which model and how many you need. Costs are €7.50 per link, shipping fee excluded. How fast we can deliver, all depends on the available stock. If we have your links lying around, expect to receive them within 1-2 weekdays. If not, we will reorder the links for you, in which case delivery time can take up to 8 weeks.  

Get in touch

Do you have questions about your order, or a general enquiry?