FAQs

How can I pay?

We offer the following payment methods:
paypal visa visa_3ds mastercard mastercard_3dsamex_small sofortueberweisung_small

How can I place an order?

You can order 24/7 in the URBAN TOOL online shop. In case some problems occur when ordering online you may place your order by e-mail, letter, telephone and we will be pleased to follow it up.

Will I receive an order confirmation?

Upon successful placement of your order, you will receive an automatic acknowledgement of receipt via e-mail. In case you did not receive the order confirmation, please contact us via e-mail info@urbantool.com.

Are the products I selected always deliverable?

Normally, only items that are actually available are shown in our URBAN TOOL online shop. Unavailable sizes are shown in grey. Although our database is updated on an ongoing basis, in exceptional cases, a certain item might be sold out at the time you send your order. In that rare exceptional case we will contact you.

Is it possible that sold-out products will be available again at a later time?

Yes, as a general rule, any item that was sold out in a certain size and/or color might be available at a later time. Therefore, you might wish to visit our URBAN TOOL online shop in regular intervals and verify whether the desired item is available or not.

I’ve forgotten my password – What should I do?

To re-set your password, follow the ‘FORGOTTEN PASSWORD’ instructions on the LOG IN page. Please note, for security reasons we are unable to send your old password via email.

I cannot get access to my account – what should I do?

Please make sure that you have registered as user already: go to LOG IN, click FORGOT YOUR PASSWORD and then enter your email address. If you are a registered user, you will receive an email from us with a link to reset your password. If you do not receive any e-mail from us then you are not yet a registered customer. In this case you can register as a new customer, please click on CREATE AN ACCOUNT.
(Because of a change of the system we could not take over data of user registrations before October 2013, due to security reasons. Thanks for your understanding!)

I would like to return goods, how should I proceed?

Please see RETURNS

Does my gadget fit into the product’s pockets?

Please find the dimensions of pockets listed within the description of each product.

WARRANTY NOTICE

The statutory warranty applies to defects that were already present at the handover to the customer (e.g. material defects or workmanship errors).
In the event of defects appearing within 6 months after delivery, defects will be rated such as already present at delivery, so the warranty comes into effect. After 6 months, the customer must prove that the defect existed already at the time of delivery. Warranty claims expire after 2 years.
In case of a defect, URBAN TOOL will assume the correction of the defect, primarily by repair or by replacement in case repair is impossible.
In case of adverse effects to the product due to normal use, excessive use or misuse, the warranty does not come into effect.
Please also note that warranty becomes void in case the customer has altered the original product.