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FAQ

GENERAL ENQUIRIES

 

Where is Urbn Lot located?

Urbn Lot currently has 2 stores, in Jeddah and Riyadh. You are more than welcome to visit and shop from our stores!

 

How do I place an order?

So, you would like to make your first order with Urbn Lot. Awesome! Here’s how:

1.     Go to www.urbnlot.com. Select the item you want by clicking on it, selecting your preferred size and the quantity you would like to purchase, then click “Add to Bag”

2.     Click “Continue shopping” to add more items, or “Proceed to secure checkout” if you are done shopping.

3.     You will be asked to register with your details to open an account with Urbn Lot (if you are a new customer), or to "Log in" with your details if you already have an existing account.

4.     Choose your shipping address then click “Go to payment”.

Choose your desired payment method and click “Buy Now.” After checking out, you will receive a confirmation email as well as the estimated delivery time in your registered email address. It’s that simple!

 

I tried to check out and the item in my shopping cart disappeared. What happened?

We are sorry that you were not able to complete your order. The selection on our website is live and reflects what is in stock at that moment. 

Placing an item in your shopping cart does not guarantee that you will be able to purchase that item until you have completed the checkout process. Another customer may purchase the item even if it is in your cart. If that happens, you will receive an error message.

 

What about items I have ordered which are out of stock?

Unfortunately, this sometimes occurs when there is a high traffic volume of customers. In the event the ordered item is out of stock, our Customer Service Representatives will call to inform you on the affected items and immediately issue you a refund.

 

How do I create a Urbn Lot account?

1.     Click on the “My Account” button on the top-right corner, or register an account when you checkout.

2.     Click “Register” button to sign up for a new account.

3.     Fill in all the details and click “Submit” once done. All your details are kept private and confidential.

4.     Clicking “Submit” completes your registration. You will receive an email confirmation.

 

Welcome to the Urbn Lot online shopping experience!

 

Why do I need an Account?

Having a registered Urbn Lot account helps you enjoy the full benefits of a Urbn Lot online shopping experience. It makes shopping easier, more convenient and secure, and allows you to receive timely updates, and information on promotions and new collections (if you choose to). 

 

Is there an Arabic Urbn Lot website?

Yes, there is! To access the Arabic version of Urbn Lot, just click on the language link at the top right of the page. Enjoy shopping in Arabic!

           

RETURNS, EXCHANGES AND REFUNDS

 

How do I return an item that I have purchased?

Urbn Lot is proud to offer a hassle-free return/exchange policy. If you are not 100% satisfied with your purchase, follow the steps below:

Contact our customer service team via the Contact Us form, or call us at  +(966) 550926655 to start the process.

You will receive a label attachment from legit@urbnlot.com with a return airway bill (AWB) number.

Call the SMSA Customer Service at 920009999 to collect the item you wish to return. Attach a print-out of the label on the item. 

Alternatively, you can drop the item with the print-out of the label at any SMSA Branch.

We will issue your return coupon as soon as you inform us that the item is on its way to Urbn Lot. The coupon is redeemable on our website for the price of the item that you returned. You can also use this coupon to order the same item in a different size, or just to order any other item you like!

 

Can I return some items and opt to exchange other items from the same order?

Yes, you can! You have the flexibility of returning some items and exchanging the rest from the same order. 

To do so, clearly indicate your option of either Refund or Exchange per item when you contact us requesting a refund/exchange.

Once we receive your return parcel, we will proceed to refund you for the items you returned, and place an exchange order for those items you have indicated for an exchange. Please take note that stock is subject to availability upon us receiving the returned item at our warehouse. You will be notified as soon as your exchange order is confirmed and shipped out. For your returned items, you will also receive Returns Received and Refund Completed notifications respectively.

 

What is the return notice period?

You can return any unworn items for any reason within 7 days of purchase for a full store credit of the paid price. Returns are free of charge! What better way to have risk-free internet shopping? 

 

What if the item I received was damaged?

While we always take extra care in packaging your items, if the item you received was damaged, please inform us immediately via the Contact Us form or call us on +(966) 550926655.

 

SHIPPING & DELIVERY

 

Do you offer free shipping?

Urbn Lot is happy to offer delivery anywhere in Saudi Arabia and the Gulf region on all orders! Delivery will be FREE for all orders of which paid price is SAR 500 and above. 

Within Saudi Arabia, for orders less than SAR 500, a shipping fee of SAR 35 will be charged. Cash on delivery (COD) orders will be charged an additional SAR 20 per order, no matter how many items your order contains!

For delivery within the Gulf, orders less than SAR 500, a shipping fee of SAR 50 will be charged. 

Increased order quantities may increase shipping cost. The exact shipping cost will be calculated and displayed in your shopping cart before payment.

 

Can I collect my order my self?

If you are located in Jeddah or Riyadh and prefer to pick-up your order from our stores yourself to avoid delivery charges, you can do so by placing an order on the website and choosing “Pick Up” as the delivery option.

You will not be charged for delivery. You also have the option of paying via credit card/paypal, transfer or upon receiving of the order. Again you will not be charged extra fees for any of the payment options.

 

What is the delivery time for my order?

We aim to get your order to you within 2-5 working days from the date your order was shipped. On a daily basis between Saturday and Thursday (except public holidays), our friendly courier partners will endeavor to make deliveries happen between 10:00am - 6:00pm, so do look out for them!

 

My order has been shipped, what next?

Our Delivery partners Aramex or SMSA will contact you once your shipment arrives in the nearest delivery hub to your destination to confirm your preferred delivery location and scheduled time.

 

Want to track your orders?

Once your orders have been picked up by our logistic partners, tracking codes would be available and you can then track the delivery status of your orders via the links below. You will receive your shipping details via SMS and email, which will include your Airway Bill Number (AWB) – a string of digits – which is also your trackin