FAQ

DO I NEED TO REGISTER TO BUY FROM THE URBAN-FACTORY.COM SITE?

Yes. Registration is necessary, but it only takes a few minutes. It allows you to access your account at any time, manage your personal information, your delivery addresses as well as register for our newsletter and get information on orders/deliveries being processed.

HOW CAN I ORDER SOMETHING?

Choose the products you want by doing a direct search in the search bar at the top of the webpage or by selecting the product family from the menu. Select a product and have a look at the description. Click on “Add to the basket” (this can be repeated several times by clicking on “Continue shopping”). To confirm your order, click on “order” or click on the basket at the top of the screen. The next screen allows you to access your account if you have already registered or you may enter your data and create an account to track your orders and shop faster the next time. You may also choose a delivery address and your payment method. At the end of the buying process, you’ll receive a confirmation email at the email address indicated for your account.

HOW DO I PAY?

You may choose the payment method you like: Carte Bleue, a Visa, Mastercard or American Express credit card or your PayPal account. You may also pay by cheque. To do so, please first contact us directly by phone (+33 145784578) or by email (info@urban-factory.com) to find out what the specific procedure is. Payments by credit card are guaranteed by the Secure Socket Layer (SSL) protocol meaning bank details are encrypted when transmitted via the Internet. At no time during the buying process may Urban Factory know or save the buyer’s credit card number in its files when transferred through a protected connection directly to the charging bank.

WHAT ARE THE DELIVERY COSTS FOR?

Delivery fees are calculated based on a fixed amount for the country and delivery method chosen. As soon as your basket has got one item, the base delivery fees are automatically indicated. You may modify the delivery type when confirming the delivery address.

WHERE WILL THE PRODUCTS BE DELIVERED?

Each time you order, you may indicate where you want the products sent. To your home, your place of work or holiday, a friend’s house...

WHO WILL DELIVER?

You have two possibilities for delivery: Colissimo or UPS. Colissimo is a serious package delivery service that has long been used by online sellers and is guaranteed by the French post service La Poste. Delivery time is 24-72 hours after the package is left with the company. UPS is an international package delivery service that requires a signature. It is faster: 24 hours in France and 48-72 hours in Europe. All orders are prepared with the greatest care. However, if there is any problem, please immediately notify us by sending an email to info@urban-factory.com or calling +33 1.45.78.45.78.

HOW CAN I TRACK AN ORDER?

Once the order is confirmed, you’ll receive a confirmation email for your order. Then, once the carrier has your package, you’ll receive an email with a tracking number. Depending on the carrier and the preferred means of contact, you’ll be notified by email or SMS. If you do not receive any alert or message, please notify us by email at info@urban-factory.com.

HOW ARE MY PERSONAL DATA USED AND PROTECTED?

The information we ask you for when making a purchase and creating an account are essential to processing and sending orders. They are used to fill in the invoice (and activate the product warranty) but also simply to deliver. We are committed to taking great care of these data and using them only for Urban Factory activities. They will never be transferred or sold to a third party. Visitors may need to provide personal data. Pursuant to the French Data Protection Act No. 78-17 of 6 January 1978, each visitor may access their own information and request they be rectified or deleted, as applicable, by writing to Urban Factory - 57, rue de la convention 75015 Paris.

WHAT SHOULD I DO IF THERE’S A DELIVERY ERROR?

The order management and dispatch system we have implemented is digitized and guarantees excellent reliability. However, an error can sometimes occur during delivery. If you receive a product that does not correspond to your order, please immediately contact us by phone (+33 145784578) or email (info@urban-factory.com) and the steps to take will be explained.