SHIPPING FEES

  • We always deliver your orders using an express service.
  • We offer global delivery to a list of approved countries. For deliveries to any countries not presented as options at the checkout, please contact us at contactus@d-urban.com and we will endeavor to complete your order.
  • We will acknowledge receipt of your order via email and keep you updated of your order’s progress.

    If you have a question about any aspect of your order or our website, please contact our Customer Services department where one of our team will be happy to help:

    Email: contactus@d-urban.com

    Shipping Reminder

    Due to the ongoing outbreak of COVID-19, orders for outside of the HK could experience delays. We kindly ask that our customers consider the delivery feasibility in their local territory before ordering.

    Our distribution center is working as usual but please bear with us in any delays during this challenging time.

    Kindly contact us at contactus@d-urban.com if you need assistance.

    Destination Shipping Fee Estimated Delivery Time

    Hong Kong, Macau

    HKD 40

    1-3 working days

    Japan, Korea, Malaysia, Singapore, Thailand, Taiwan

    HKD 160

    2-5 working days

    Rest of World

    HKD 400

    3-5 working days

     

    For deliveries to any countries not presented as options at the checkout, please contact us at contactus@d-urban.com and we will endeavor to complete your order.

    *Please note, we do not deliver to freight forwarding addresses or PO Boxes.

    *Shipping fee depends on destination country. Courier will not make a delivery on Sunday and public holidays.

    *Delivery time is for reference only and commences from the date of shipping. It is subject to the acceptance and approval of your order and may take longer than expected due to customs clearance procedures in certain countries. Shipping times will be affected during public holidays.

    *Due to the current Coronavirus (COVID-19) situation, international deliveries may be delayed due to the challenges around the logistics industry. We apologise for the temporary inconvenience and thank you for your patience.

    RETURNS

    All purchases are subject to our comprehensive returns policy.

    CANCELLING AN EXISTING ORDER

    We endeavor to process all orders within 2 working days of an order being placed so it is sometimes not possible for us to stop an order being delivered that has already been dispatched. Should this happen then is the responsibility of the customer to ensure that the goods are returned within the guidelines below. Should you wish to cancel an order or have any further enquiries please contact our Customer Services team at contactus@d-urban.com. We reserve the right not to fulfill and to cancel orders. 

    RETURNING AN ORDER

    Should you wish to return your order for any reason we would ask that you email Customer Services for instructions and support and/or follow the instructions below.

    Note, it is the customer’s responsibility to pay for all shipping costs (including duty and tax if applicable) for returns. We will not be responsible for any lost in transit. We recommend you send your return by registered post and retain proof of postage.

    1. Contact our customer service team via contactus@d-urban.com
    2. Our customer service team will confirm your return
    3. Place the item(s) in the original shipping box
    4. Ship to the address listed below

    All goods are to be returned unused in their original packaging. All labels and garment tags must still be attached. Any garments returned in an unsellable state will not be processed. This does not affect your right to return faulty goods.

    You have the right to return your order within 14 days upon receipt of the goods. The easiest way is to return the goods in accordance with the below instructions. If you are unable to return to us within 14 days, you need to at least notify us of your intention to return within 14 days.

    At this point we are unable to accept online returns to any of our retail stores.

    Returns outside of the 14 day period may be accepted at our discretion but will only be refunded as credit in the form of a promotion code that will only be redeemable online.

    We will only refund the value of the goods returned, no shipping costs will be refunded unless previously agreed by a member of our Customer Services team via email. Refunds can only be issued to the card used to purchase the goods and will be refunded within 14 business days.

    Attn: E-Commerce Team
    39/F, Dorset House,
    Taikoo Place, Quarry Bay,
    Hong Kong

    EXCHANGES

    If you wish to exchange a purchase for an alternative size or colour please contact our Customer Services team (email: contactus@d-urban.com) in the first instance, they will confirm if the newly required product is available.

    You will be asked to return the unwanted item with the Returns Form stating the new size or colour required. We are unable to dispatch the required item until we have received the product you wish to return and will only exchange goods at the value paid at point of purchase.

    All exchanges should be returned to us within 14 days from the date that we email confirmation of shipment.

    At this point we are unable to action online exchanges within any of our retail stores.

    All exchanged goods are to be returned unused in their original packaging with all labels and garment tags still attached. Any garments returned in an unsellable state will be returned to the customer and the exchange will not be processed. This does not affect your right to return faulty goods.

    It is the responsibility of the customer to pay for all carriage and costs incurred when returning goods for exchange, and we will charge additional delivery on the shipping of the new product except in the case of faulty goods.

    We would recommend that you return the goods with a delivery service that insures you for the full value of the goods as we cannot take responsibility for any items lost without proof of delivery.

    During sale periods we are not able to hold items for exchange so would suggest that if you wish to purchase an alternative size or colour you purchase this online while it is available and then return the unwanted item within the guidelines explained in our “Returning a Sale item” section.

    None of the above terms affect your statutory rights or your rights under Consumer Protection Regulations. Please see our Terms & Conditions.

    All returns / exchanges please send to:

    Attn: Durban ECOMMERCE

    39/F., Dorset House,

    Taikoo Place, 979 King’s Road,

    Quarry Bay, Hong Kong SAR