WILL I BE SENT AN ORDER CONFIRMATION FOR MY PURCHASE?
Upon completing your purchase, an automated receipt will be sent to the provided email address. If you don't find the order confirmation, kindly check your spam or junk inbox, as these emails can occasionally end up there.
If your order status is marked as 'processing', it signifies that our delivery center has acknowledged your order and is in the process of preparing it for delivery. You will receive a confirmation email with updated status once the order has been shipped.
HOW LONG WILL IT TAKE FOR MY ORDER TO BE DISPATCHED?We strive to dispatch all orders within 3 working days from the time of receipt.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?Once we have dispatched your order, delivery usually takes between 4 - 7 working days within Canada and 7 to 12 days within the USA. We’ll send you an email once your order has been dispatched with further details.
HOW CAN I FIND OUT FURTHER DETAILS FOR AN ITEM?
We do our very best to ensure that all items you see are as close as possible to the photographs shown, but slight variations in colour and size may occur from time to time as our items are handcrafted by local artisans in Sri Lanka. All products shown are subject to availability. If you require further details for an item, please contact us on email@example.com
I WOULD LIKE TO RETURN MY ITEM
We hope you love your Urban Island purchase but if you do not you can return it in its original form with all tags in-tact.
For Instore returns
Items are eligible for a refund within 14 days of receipt in original condition and tags with a valid original receipt or gift receipt. Items are eligible for exchange within 28 days of receipt in original condition and tags with a valid original receipt or gift receipt.
Returns with a gift receipt will be refunded in the form of a Merchandise Credit for the purchased amount, while returns with an original receipt will be refunded in the original form of payment.
Items that are no eligible for refund and exchange: Soaps, Candles, Furniture and all Sale items.
Items eligible for return can be returned within 14 days of receipt / purchase with a valid original receipt or gift receipt. The items need to be returned in their original form. Please email us at firstname.lastname@example.org with your return request and reason and our customer care team will be in touch with the next steps.
THE ITEM ON SITE IS SHOWING AS OUT OF STOCK, WILL THIS BECOME AVAILABLE IN THE FUTURE?
Our stock is limited, and item availability is not guaranteed. If an item is listed as out of stock, it's no longer available. Once it gets restocked, it will be back on our website for you to purchase. Keep an eye out for new product updates on our site. If you would like to place a custom order please email us at email@example.com
CAN I AMEND MY ORDER?You can modify your order before checkout. However, once placed, we can't make further changes. For delivery address changes, please email us at firstname.lastname@example.org within 24 hours of purchase.
I AM HAVING DIFFICULTIES WITH PLACING MY ORDERIf you are experiencing difficulties placing an order, it may be that your internet connection is not able to handle the demands of our site. Please note that it is also possible to place orders using a mobile phone which can sometimes overcome this difficulty. Unfortunately, we are unable to process an order for you.
WHEN PLACING AN ORDER, NO SHIPPING METHODS ARE AVAILABLEPlease ensure you've provided the following shipment details correctly: First Name, Last Name, Street Address, City, Zip/Postal Code, Country, and Phone Number. Once these are submitted, available shipping methods will be displayed.
I HAVE RECEIVED A FAULTY OR INCORRECT ITEM
If you've received a faulty or incorrect item, email us with an image of the item. We'll assess the situation and guide you through the process, so please keep the item, original packaging, and returns box.
HAVE A QUESTION WE DIDN'T ANSWER ?
Send us a message below or on Instagram
or email us at email@example.com