Help Centre / F.A.Q.

Browse F.A.Q. Topics

My order

  • When are you going to ship my order?
    We strive to send all orders placed before 10am the same day. However, during peak times there can be delays. Once your order is completed (packaged and ready for dispatch) you will receive a tracking email from our carrier. Please note: There can be a delay of several hours from the tracking number is created until it is active. 
  • I didn’t receive a tracking number
    Once your order is packaged and ready for dispatch you will receive a tracking email from our carrier. Please note: There can be a delay of several hours from the tracking number is created until it is active. 
  • I want to cancel my order
    Ok. Please continue to the contact form.
  • Can I make changes to my order?
    Unfortunately not. Once you have placed your order it's not possible for us to make changes.  Please cancel your order and place a new order with the correct items. To cancel your order please continue to the contact form below.
  • I placed an order but didn’t receive an order confirmation
    You may have accidentally typed an incorrect email address. Please continue to the contact form if you'd like a copy of your order confirmation. 
  • I typed the wrong delivery address/email on my order
    Please continue to the contact form with your correct email/delivery address and we will update your order.

Order preferences

  • Order preferences
    If you make two seperate purchases to the same shipping address in the same day, we will put them together and send one package combining the products from both orders. If you wish for them to be sent seperately, please write a note to us in the confirmation process, or email the webshop.

Returns

  • Can I exchange my item?
    Unfortunately not. Please place a new order and send the unwanted item back at our returns address below. Once we receive your package we simply issue a refund. Please note, it can take up to 28 days for funds to appear on your account for orders placed with credit card. Please contact your bank for further details on releasing the funds. Paypal refunds appear within 24 hours. 
  • When do I get my refund?
    Once your package is received and refunded you will receive an email confirming the refund to your account. Refunds are made to the account the order was placed from. Please note, it can take up to 28 days for funds to appear on your account for orders placed with credit card. Please contact your bank for further details on releasing the funds. Paypal refunds appear within 24 hours. Please note that we will not be refunding the shipping charges!
  • Did you receive my return?
    Packages remain the responsibility of you, the buyer, until received at our returns address as stated below. We strongly advise your return shipment to have a tracking number. Once your package is received and refunded you will receive an email confirming the refund to your account. Refunds are made to the account the order was placed from. Please note, it can take up to 28 days for funds to appear on your account for orders placed with credit card. Please contact your bank for further details on releasing the funds. Paypal refunds appear within 24 hours. 
  • Where do I return my order to?
    RETURNS Urban Unit Van Oldenbarneveldstraat 135A 3012 GT  Rotterdam the Netherlands
  • How do I return my order?
    All returns must be shipped to the following address. Please include your order number when returning orders and be sure to write RETURNS clearly on the outside of the box. Packages remain the responsibility of you, the buyer, until received at our returns address as stated below. We strongly advise your return shipment to have a tracking number. Once your package is received and refunded you will receive an email confirming the refund to your account. Refunds are made to the account the order was placed from. Please note, it can take up to 28 days for funds to appear on your account for orders placed with credit card. Please contact your bank for further details on releasing the funds. Paypal refunds appear within 24 hours. 

Shipping

  • There are items missing from my order
    Sorry about that! Please contact support through the contact form below and if the item is on stock we will arrange immediate dispatch. If the item is out of stock we will simply issue a refund for the missing item.  If there is an item on the delivery note that is not in your parcel then contact the webshop immediately. Include your Order Number and the Name of the missing item. We'll fix it. Dutch orders can be returned free of charge within the 14 days. A paid parcel sticker and a return form with detailed instructions are included in all Dutch orders. Products are to be returned in original condition in original, undamaged packaging with price stickers, hang tags etc still attached. Goods should be protected in a box or plastic bag. No tape is to be attached to the product or the product's packaging. Hats and caps must be returned in a box so they don't get squashed out of shape. Norsestore.com reserves the right to refuse any returns which do not comply with the above listed criteria. IMPORTANT: Please clearly write RETURNS on the package to ensure faster customs processing.
  • I have received an incorrect size or item with my order
    Sorry about that!  Danish customers please use the return form included in your package to return the incorrect item. Remember to include your order number. Please contact us on the form below with your order number and details regarding the incorrect item. If the correct item is in stock we will send it out as soon as we receive the return package. Otherwise we will refund you upon the package's arrival.  International customers please contact support through the form below and we will arrange for the incorrect items to be picked up by FedEx. All you need to do is print the FedEx document we send you and arrange pick up with your local FedEx office. The return is free. If the correct item is in stock we will send it out as soon as we receive the return package. Otherwise we will refund you upon the package's arrival. 
  • Errors in order
    I have received a faulty item. Sorry about that!  We pride ourselves upon selling the highest quality menswear and accessories. However, sometimes manufacturing faults can apply. Please send us images of the faulty item and your order number through the contact form below. Warranty claims are assessed by the individual brands. Once we have received images of the item we will start a claim with the brand. 
  • According to the tracking information, my package has been delivered but I haven’t received it
    Please contact the shipping carrier with your tracking number as shown on your shipment confirmation and request an investigation. Often packages are delivered to a neighbour or left in reception.
  • I have received a tracking number but not my package
    Please contact the shipping carrier with your tracking number as shown on your shipment confirmation. 
  • My shipment is delayed
    Please contact the shipping carrier with your tracking number as shown on your shipment confirmation.
  • Taxes
    I am being charged import taxes on my order. When shopping on urban-unit.nl from outside the EU our pricing is set to accommodate any import taxes you may encounter. Therefore the price you see is excluding the 21% Dutch VAT. For example: A customer within the EU pays $100 for an item. The same item is sold to customers outside the EU for $80 but the same customer risks paying local import taxes on the item. These charges are the responsibility of you, the buyer, and are set by the local tax authorities in your country.
  • Can you ship to my P.O. Box?
    No, unfortunately we do not ship to  P.O. Box numbers.
  • Can you ship my order with another carrier?
    No. All international orders are shipped with Fedex. Dutch orders are shipped with PostNL. 
  • I didn’t receive a tracking number
    Once your order is packaged and ready for dispatch you will receive a tracking email from our carrier. Please note: There can be a delay of several hours from the tracking number is created until it is active. 
  • When are you going to ship my order?
    We strive to send all orders placed before 10am the same day. However, during peak times there can be delays. Once your order is completed (packaged and ready for dispatch) you will receive a tracking email from our carrier. Please note: There can be a delay of several hours from the tracking number is created until it is active.