FAQs


SHIPPING & TRACKING

SINCE WE ARE WORKING WITH AN OVERSEAS FULFILLMENT CENTER PLEASE ALLOW 4-7 DAYS FOR YOUR TRACKING NUMBER TO BE UPDATED IN THEIR SYSTEM ONCE YOUR SHIPPING CONFIRMATION EMAIL IS RECEIVED

PLEASE BE ASSURED THAT ONCE YOUR TRACKING NUMBER IS SENT TO YOU, YOUR ORDER HAS IN FACT SHIPPED. SOME TRACKING NUMBERS MAY DISPLAY THAT YOUR ORDER IS NOT FOUND OR IS STILL  ASIA EVEN WHEN IT IS WELL ON ITS WAY TO YOU, THIS IS BECAUSE ASIA IS ONE OF THE LARGEST INTERNATIONAL POSTAL HUBS AND UPDATING THEIR TRACKING SYSTEMS CAN TAKE TIME. 

HOW LONG DOES SHIPPING TAKES?

WE SOURCE OUR INVENTORY FROM SEVERAL JEWELRY DESIGNERS WITHIN THE US, EUROPE, AND ASIA. IN ORDER TO KEEP OUR INVENTORY AFFORDABLE, FRESH, AND UP TO DATE WITH THE LATEST STYLES WE HAVE A CENTRALIZED FULFILLMENT CENTER IN ASIA THAT ALL OF OUR PRODUCTS SHIP FROM. DUE TO THE OVERSEAS LOCATION OF OUR FULFILLMENT CENTER, PLEASE ALLOW FOR UP TO 1-3 WEEKS FOR SHIPPING AND UP TO 3-4 WEEKS IF THE ORDER IS INTERNATIONAL. 

PLEASE NOTE THAT ITEMS ORDERED TOGETHER MAY NOT BE SHIPPED OUT ON THE SAME DAY, AND OCCASIONALLY ITEMS MAY BE TEMPORARILY OUT-OF-STOCK OR BACKORDERED. REST ASSURED, ANY SHIPPING DELAYS WILL BE COMMUNICATED. 

LOST STOLEN OR UNDELIVERED ITEMS

PLEASE NOTE THAT WE ARE NOT RESPONSIBLE FOR LOST, STOLEN OR UNDELIVERED PACKAGES. ALL LOST, STOLEN OR RETURNED PACKAGES ARE THE RESPONSIBILITY OF THE BUYER. IN THE RARE EVENT OF A MAIL CARRIER FAILURE, PLEASE CONTACT YOUR LOCAL CARRIER DIRECTLY WITH ANY QUESTIONS OR CONCERNS. HOWEVER T.U.O WILL GLADLY REFUNDS THE CUSTOMER IN EXCHANGE OF PROOF OF SUCH EVENTS!

WILL THERE BE DUTIES & TAXES ON MY PACKAGES

IN THE RARE EVENT A CHARGE OCCURS, CUSTOMERS ARE 100% RESPONSIBLE FOR ALL TAXES, DUTIES OR TARIFFS IF APPLIED BY YOUR LOCAL CUSTOMS. NOTE THAT, THE TAXES, DUTIES, OR TARIFFS ARE NOT PART OF THE SHIPPING CHARGES. IT IS NOT CHARGED BY US NOR YOUR POST OFFICE. IT IS CHARGED BY YOUR COUNTRIES CUSTOMS DEPARTMENT. FOR AN EXACT COSTS OF THESE FEES YOU SHOULD SEE YOUR LOCAL POST OFFICE OR CUSTOMS OFFICE. WE WILL NOT BE RESPONSIBLE FOR SUCH EXPENSES UNDER ANY CIRCUMSTANCES.

FOR OTHER QUESTIONS PLEASE FEEL FREE TO CONTACT US AT theurbanone@outlook.be