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FAQs

We have put together a list of answers to the most common questions that we get from you. If you are not able to find the answer you are looking for in the list below, do not hesitate to contact us at info@urbanista.com. We will get back to you with clarifications, as soon as possible.


Order & Delivery

Payment

All prices include 25% VAT. No additional charges apply, except those listed in your basket after completing your purchase. You can pay for your products with your credit or debit card. The amount will be withdrawn from your account immediately after the order is placed.

How long does the delivery take?

Most of our products are in stock and we’ll send them out within the next business day. Shipping time may vary between 2-4 days within Europe and 6-8 days for countries outside the EU. If the product is out of stock, we will let you know.

Can I change / cancel an order?

If you contact us before the products are shipped, we can change or cancel the order per request.

Why haven’t I received an order confirmation?

Check that the email address you have used to place your order is correct; this is the most common cause of non-confirmation. It may also be that your e-mail provider has a spam filter that blocks certain emails.

Where is my order?

If your order is delayed, you should receive a notice from us. The item you have ordered may be out of stock, or the shipping may have been slightly delayed due to high demand. If you have not received your order within 7 working days after getting a shipping notice from us, please contact us at info@urbanista.com.

Do you offer worldwide shipping?

We ship almost anywhere in the world. For some countries, an additional customs fee may apply. Please contact us if you need additional clarifications.


Returns

I’ve changed my mind, can I return my order?

A 14-day return policy applies for online store orders. Costumers have the right to return the product in its unopened original packaging, within 14 days of receipt. Please enclose the receipt along with the unused products in the original unopened packaging. Print the return address clearly on the box. In case the products are defective, Urbanista will cover the return shipping costs.

NOTE: It is your responsibility as a customer to cover the return-shipping costs. If you would like to track your return, please check with your logistics company/post office.

Please return the products to the following address:

Urbanista
Mäster Samuelsgatan 10
111 44 Stockholm
Sweden



Product Information (Payment & Security)

What payment methods do you accept?

Urbanista accepts the following payment methods: credit card (MasterCard, Visa), Klarna, or PayPal.

Was my payment successful?

For security reasons, the payment process includes several verification stages.

The sum owed for your order will be withdrawn from your bank account after the order and the payment have been processed and approved.

In the event that no payment is received after submitting the order, Urbanista may automatically cancel your order without notification.

In which currency are the payments made?

The prices on our website are in EUR. These prices exclude possible duties and taxes, which are either added or deducted at the checkout.

Urbanista is not responsible for the currency exchange rates used by your bank or credit card company when purchasing from our website. Should you have questions concerning this, please contact your bank or credit card company.

Is my payment information safe?

Your transaction and payment details are handled by Braintree and Klarna, our secure payment service-provider that upholds strict banking standards.

Your credit card details are sent directly to the bank and cannot be read or accessed by any other parties than your bank (not even Urbanista).


Product Information (Other Questions & Issues)

I’ve lost one of my GoFit Sport winged earbud-replacements for the older model of Boston/Rio earphones

You can purchase a pair of GoFit replacements directly from the Urbanista web shop. If you encounter any problems or have further questions, please contact our support team for help. Keep in mind that the new model of winged GoFit silicone replacements is not compatible with the older versions of Boston and Rio earphones.

I’ve lost one of my GoFit Sport earbud-replacements with loop-shaped wings for the newer models of Boston/Rio earphones (bought after April 2016).

You can purchase a pair of GoFit replacements directly from the Urbanista web shop. If you encounter any problems or have further questions, please contact our support team for help. Keep in mind that the older model of winged GoFit silicone replacements is not compatible with the older versions of Boston and Rio earphones.

One earphone\headphone isn’t working anymore, what’s wrong?

The headphone seems to be malfunctioning. Read our warranty regulations and see if you can use our one-year limited premium replacement warranty.

Which devices are Urbanista products compatible with?

All Urbanista products are compatible with Android, iOS & Windows. They are designed to be connected to any music-playing device featuring Bluetooth or a 3.5mm headphone-jack.

Why do the earbuds fall out from my ears?

Each ear is as unique as a fingerprint. For in-ear sets, it is particularly important to find the size and shape that fits you best. We have tried our very best to design one-size-fits-all earbuds for San Francisco and Oslo. If they do not properly fit your ears, we recommend that you try our other models: Seattle, Rio, Boston, Berlin, Rome, or Ibiza.

Rio, Boston, Berlin, Rome and Ibiza come with GoFit earbud-replacements in different sizes. One of the sizes should fit your ears. One of your ears may be smaller or larger than the other. In that case, you can use GoFit earbud-replacements in a different size for each ear. Please try them out to find your perfect fit.

If, for some reason, none of our in-ear sets seem to have been made for your ears, you can always rest assured that your ears were made for Seattle, our comfortable on-ear headphones with memory foam cushions and an adjustable headband.

I have a voucher/discount code

At checkout, enter your voucher code under payment options, click ‘Add’ and, voila, you will get your final sum.