01 Order Placement

How Do I Place A Urban Spices Order?

You Can Place Your Order In A Few Simple Steps –
Step 1: Click The “Add To Cart” Button On The Product Page You Wish To Purchase And They Will Be Added To Your Shopping Bag.
OR
Click The ” Buy Now” Button On The Product Page You Wish To Purchase And Then You Will Be Directly Redirected To Checkout Page.
Step 2: Register With Urban Spices By Clicking On The “User” Icon On The Top Right Hand Corner Of The Page And Clicking On “Register”
When You Sign Up For Your Urban Spices Account, You Have To Enter All Your Details Including Your Email Address & Your Chosen Password Of Your Choice.
You Will Be Asked For Your Address Details And Mobile No. At The Time Of First Purchase.While This Sign-up Step Is Optional, We Highly Recommend That You Do Create A Urban Spices Account. Not Only Will You Be Able To Rate And Review Products, And Avail Members-only Coupons/Offers, But Also You Can Obtain Discounts On Future Purchases.
Step 3: You Can Then Click On Your Shopping Bag In The Top Right Corner Of The Page And Use Any Coupon Codes By Clicking On “Have A Coupon Code? Apply It Here” To Receive A Discount On Your Order On The Checkout Page.
Step 4: Either You Can “Continue Shopping” Or Click On The “Checkout” Button To Proceed To The Next Steps.
Step 5: Provide Us With Your Email Address, Shipping Address And Payment Details. Finally, Click On “Place Order” To Go Ahead.
Step 6: Once The Order Is Placed, You Will See A Confirmation Page With An Order Number. Also, We Will Send You An Email Confirming Your Order.
Step 7: Enjoy Your Urban Spices Order!
If You Have Any Further Questions, You Can Write To Us At info@urbanspices.in.

Can I Buy Multiple Products In A Single Order ?

Sure You Can! Just Add All The Products You Wish To Buy On To Your Cart And Then Click On The “Checkout” Button. This Way You Can Save On Any Additional Shipping And COD Charges!

Can I Ship The Products To An Address That Is Different From My Billing Address ?

Yes, Definitely! You Can Do So By Filling In Your Address As The ‘Billing Address’ And The Address You Wish To Ship Your Order To, As The ‘Shipping Address’.

How Do I Know That My Order Is Confirmed ?

Once Your Order Is Confirmed, You Will See A Confirmation Page Displaying A Unique Order Id, A Listing Of The Item(S) You Have Ordered And The Shipping Address.
In Addition, You Will Receive An Email Confirming Your Order Details. You Will Also Be Notified When We Dispatch The Item(S) From Our Warehouse With The Respective Tracking Details.

Can I Leave Items In My Shopping Bag For Future Purchase ?

Yes, You Can Leave Items In Your Shopping Bag, However The Price And Availability Of These Products Will Be Reflected On A Real Time Basis. Hence, There Is A Possibility That The Product May Get Sold Out Or The Offer On The Product May Expire From The Time You Added It To Your Shopping Bag.

Do I Have To Have An Account To Place An Order At Urban Spices ?

No, You Do Not As You Can Place An Order As A Guest, By Just Providing Your Email Address For Correspondence.
However, We Highly Recommend That You Do Create A Urban Spices Account. Not Only Will You Be Able To Rate And Review Products, But Also You Can Obtain Discounts On Future Purchases. After All, Shopping More For Less Is Always Fun!

How Do I Sign Up For A Urban Spices Account ?

All You Need To Do Is Provide Us With Your Name, Email Address And A Password Of Your Choice. It’s That Simple!

What Are The Benefits Of Signing Up ?

Signing Up For A Urban Spices Account Will Give You Substantial Benefits And Give You A Superior Experience While Shopping. You Can:
• Track All Past And Present Orders At Any Time In One Place!
• Receive Notifications As Soon As Your Favourite Products Are Back In Stock!
• Rate And Review Products
• Never Fill In Your Address More Than Once!
• Receive Discounts On Future Purchases!
• Refer A Friend To Urban Spices And Collect Reward Points When They Make Their First Purchase!

02 Payments

How Do I Pay For A Urban Spices Purchase ?

Urban Spices Offers You Multiple Ways To Pay Securely. These Include:
1. Debit and Credit Cards
2. Net banking
3. PayTM
4. Wallets
5. Coupons

How Safe Is It To Use Your Debit/Credit Card Or Make An Online Payment On Urban Spices ?

We Use The 3D Secure Payment Gateway For Card Payments And The Razorpay Or PayTM Payment Gateway For Netbanking. These Are Industry-standard Secure Payment Methods So That We Can Ensure That All Your Online Transactions At Urban Spices Are Processed In An Extremely Secure Environment.

What Steps Does Urban Spices Take To Prevent Card Fraud ?

Our Trusted Online Payment Partners Monitor Transactions Continuously For Suspicious Activity And Flag Potentially Fraudulent Transactions For Manual Verification By Our Team:
1. When Our Team Is Unable To Rule Out The Possibility Of Fraud Categorically, The Transaction Is Kept On Hold, And The Customer Is Requested To Provide Identity Documents.
2. The ID Documents Help Us Ensure That The Purchases Were Indeed Made By A Genuine Card Holder.

What Is The 3D Secure Password ?

The 3D Secure Password Is An Additional Password That You’ll Be Asked To Enter After Entering Your Card Details On The Payment Page. You’ll Be Redirected To Your Individual Bank’s Page Where You’ll Have To Enter The Verified By Visa Password For Visa Cards Or Securecode Password For Mastercard Cards. Your Card-issuing Bank Will Give This Password To You And You Should Have This Password Prior To Shopping On Urban Spices.
Note: 3D Secure Password Has Been Made Mandatory By The Reserve Bank Of India To Ensure Safer Online Shopping. This Will Add An Additional Layer Of Security And Thus, Prevent Misuse Of A Lost Or Stolen Card, As The User Will Be Unable To Proceed Unless They Enter The Password Associated With Your Card, Created By Yourself And Known Only To You.

What Does The Razorpay Or PayTM Payment Gateway Do ?

The PayTM Or Razorpay Payment Gateway Are One Of The Largest Consumer Payment Processors In The World. It Is A State-Of The-Art Payment Gateway That Protects Your Account Details When You Shop On Urban Spices By Encrypting Sensitive Information Like Your Card Number. It Is VeriSign Secured And Validated By Payment Card Industry Compliant Control Code.

Are There Any Hidden Charges (Octroi Or Sales Tax) When I Make A Purchase On Urban Spices ?

There Are No Hidden Charges When You Make A Purchase On Urban Spices. The Prices Listed For All The Items Are Final And All-inclusive. The Price You See On The Order Confirmation Page Is Exactly What You Pay. The Final Order Total Would Also Include The Shipping And Handling Charges As Applicable.

What Is Cash On Delivery (COD) ?

If You Are Still Uncomfortable Making Online Payments, You Can Use Our Cash On Delivery (COD) Facility. This Facility Allows You To Pay Your Invoice Amount In Cash At The Time Of Actual Delivery To Your Doorstep. All You Have To Do Is, Select Cash On Delivery As Your Payment Option During Checkout.
Kindly Note:
You Can Only Make Cod Payments In Indian Rupees. Currently, We Do Not Accept Foreign Currency Or Demand Drafts.
Due To The Limitations Of The Courier Partners We Use, COD Is Not Yet Available For All Zip Codes In India. During The Checkout Process, You Can Use Our Zip Code Finder To Check If The Cod Facility Is Available For Your Delivery Address.
The COD Facility Is Only Available For All Orders Over ₹599/-.
The COD Facility Is Free For All Orders Above ₹999/-.
For Any COD Orders Below ₹999/-, There Is A Flat ₹120/- Cod Fee.

How Can I Use A Discount/Coupon Code On My Order ?

When You Click On The “Checkout” Button, You Are Directed To A Page Where You Can Redeem Discount Codes.
On This Page, You Can Enter The Discount Code And The Respective Discount Will Be Applied To Your Order
You Can Then Proceed To Checkout And Pay The Remaining Amount Using Any Other Form Of Payment.
Note: Only One Coupon Code Can Be Used On A Single Order. If You Choose To Cancel An Order After Applying A Coupon Code, It Would Not Be Usable For A Later Purchase. In Case Of Suspected Misuse Of Coupons, Urban Spices Reserves The Right To Cancel Orders.

03 Shipping & Delivery Information

How Does The Delivery Process Work ?

Once Our System Processes Your Order, Your Products Are Inspected Thoroughly To Ensure They Are In A Perfect Condition.
After They Pass Through The Final Round Of Quality Check, They Are Packed And Handed Over To Our Trusted Delivery Partner.
Our Delivery Partners Then Bring The Package To You At The Earliest Possible. In Case, They Are Unable To Reach Your Provided Address Or At A Suitable Time, They Will Contact You To Resolve The Issue.

How Are Items Packaged ?

We Package Our Products In Sealed Shopping Bags For Clothing Range & Boxes In Case Of Cosmetics Or Footwear, Which Are Covered In A EP Layer(Foam Sheet)(In Case Of Cosmetics Only).
We Pride Ourselves On The Quality Of Our Packaging. Till Date, We Have Received Minimal Complaints About Damaged Products Due To Our Packaging

What Is The Range Of Locations To Which Urban Spices Ships Their Products ?

Urban Spices Ships Throughout India!

My Order Has Been Shipped. Now How Can I Track It ?

Once Your Order Has Been Dispatched, You Will Receive An Email With The Details Of The Tracking Number And The Courier Company That Is Processing Your Order.
You Can Track The Status Of Your Package 24 Hours After Your Order Is Dispatched From Our Warehouse.
Following Are Some Our Trusted Courier Partners:
Aramex – http://www.aramex.com/
Dtdc – http://www.dtdc.in/
Bluedart – http://www.bluedart.com/
Ecom Express – http://www.ecomexpress.in/
Wow Express – http://www.wowexpress.in/
Delhivery – http://www.delhivery.com/

What Is The Estimated Delivery Time ?

We Dispatch Most Orders Within 1-4 Business Days (Excluding Sundays And Public Holidays)
Though, We Keep 95% Of Our Catalog In Our Inventory, Certain Products Need To Be Sourced Directly From The Brand Itself So That We Can Live Up To Our Promise Of Providing Fresh, Non-expired Products.
While We Are Trying Our Best To Avoid This Situation, These Products Might Delay Your Order.
If You Are Ordering Our Products From A Mega Sale Event, Dispatches May Be A Bit Delayed Due To Increased Volumes. We Will Target To Dispatch All Orders Within 5 Days Of Order Date.

My Order Will Be Shipped In Multiple Shipments ? What Does This Mean ?

Don’t Worry! This Is A Completely Normal Situation. This Just Means That Different Parts Of Your Order May Have Simply Been Shipped From Our Different Warehouse Locations.
Rest Assured, You Will Only Have To Pay The Shipping / COD Charge If Applicable, On The First Package You Receive.

Are There Any Shipping Charges Applicable On My Order ?

We Have Standard Shipping Charges For Most Addresses.
A Flat Rs.75 Charge Is Applied To All Orders Below ₹599, While There Is Free Shipping For All Orders Above ₹599.
In Case Of COD There Is A Flat COD Charge Of ₹120 On Orders Below ₹999 & If The Order Is Above ₹999 Then The COD Will Be Free Of Charge.

Does Urban Spices Ship Outside India ?

Unfortunately, Urban Spices Does Not Ship Outside India At The Moment.

04 My Account & My Orders

How Can I Make A Urban Spices Account ?

Just Click On The “User” Icon On The Top Right Hand Of The Page And Click On “Register”.
Fill In Your Name, Email Address And Password.
You Can Even Sign Up Using Your Mobile No., Facebook Or Google Account. Yes, It Is That Simple!

How Can I Save My Address On Urban Spices ?

When You Sign Up For Your Urban Spices Account, You Can Enter All Your Details Including Your Address And Phone Number Onto Your Account Page And It Will Be Recorded For Future Purposes! This Way You Do Not Have To Keep Filling In Your Details For Every New Order. To Manage These Addresses, Visit The “My Account” Page And Click The “Address Book” Tab.

What If I Have Forgotten My Account Password ?

When Signing In You Can Click On The “Forgot Password” Link Below The Sign Up Area. You Will Immediately Be Redirected To A New Page Where You Will Be Instructed To Fill In Your Registered Email Address. Soon After, You Will Receive An Email With A Link To “Reset Your Password”.

How Do I Check The Current Status Of My Order ?

Visit The “My Orders” Tab In Your “My Account” Page And You Can Instantly See The Status Of A Specific Order And All Your Past Orders.

What Do The Different Order Statuses Mean ?

Pending: Your Order Has Been Placed But Payment Has Not Been Confirmed.
Processing: Your Order Is Being Processed By Us And Will Be Dispatched Shortly.
Order Shipped: Your Order Has Been Dispatched By Us And Is With The Courier Company On Its Way To Your Address.
Order Cancelled: Your Order Has Been Cancelled.
Partially Shipped: Part(s) Of Your Order Have Been Dispatched; The Next Part(s) Will Be Following Shortly.

Can I Order A Product That Is “Out Of Stock”?

Unfortunately, Products Listed As “Out Of Stock” Are Not Available For Sale. However, We Can Notify You As Soon As The Product Is Back In Stock.
Simply Click On The Product.
Once You Are On The Product Page, You Will Immediately See An Option To Notify You When The Product Is Back In Stock. All You Have To Do Is Provide Your Registered Email Address.
Remember, This Can Only Be Done If You Have Urban Spices Account And Are Signed In At The Time.

05 Replacement

How Do I Replace An Item Purchased On Urban Spices ?

Urban Spices Offers Its Customers An ’Easy Replacement Policy’, Wherein You Can Raise A Exchange Request Of A Product Within 5 Days Of Its Delivery. We Also Accept Partial Replacement Wherein You Can Raise A Replace Request For One Or All Products In Your Order.
Step 1: Contact Our Customer Support Team Via Email (info@urbanspices.in) Within 5 Business Days Of Receiving The Order.
Step 2: Provide Us With Your Order Id Details And Your Request To Replace Your Order. Kindly Email An Image Of The Product And The Invoice For Our Reference.
Step 3: We Will Pick Up The Products Within 2-4 Business Days. We Will Initiate Replacement Process Only If The Products Are Received By Us In Their Original Packaging With Their Seals & Labels Intact.
Note: It Is Subject To The Availability Of Stock. In Cases When A Replacement May Not Be Available, We Will Refund You The Full Amount.

Which Are The Items That Cannot Be Exchanged ?

Replacement Will Not Be Accepted Under The Following Conditions:
Product Is Damaged Due To Misuse/Overuse
Returned Without Original Packaging Including, Price Tags, Labels, Original Packing And Other Accessories Or If Original Packaging Is Damaged
Serial Number Is Tampered
Defective Products That Are Covered Under Seller/Manufacturer’s Warranty
Product Is Used Or Altered
If Request Is Initiated After 5 Business Days Of Order Delivery
Free Product Provided By Brand
Categories Not Eligible For Replacement:
Cosmetics Cannot Be Replaced Due To Consumable Nature Of The Product.

I Have Received A Damaged Or Defective Item / Wrong Product In My Order, How Should I Proceed ?

Our Shipments Go Through Rigorous Quality Check Processes Before They Leave Our Warehouse. However In The Rare Case That Your Product Is Damaged During Shipment Or Transit, You Can Request For A Replacement.
If You Have Received An Item In A Damaged/Defective Condition Or Have Been Sent A Wrong Product, You Can Follow A Few Simple Steps To Initiate Your Replacement Request Within 5 Days Of Receiving The Order:
Step 1: Contact Our Customer Support Team Via Email (info@urbanspices.in) Within 5 Business Days Of Receiving The Order.
Step 2: Provide Us With Your Order Id Details And Your Request To Replace The Defective/Wrong Items In Your Order. Kindly Share An Image Of The Product And The Invoice For Our Reference.
Step 3: We Will Pick Up The Products Within 2-4 Business Days. We Will Initiate Replacement Process Only If The Products Are Received By Us In Their Original Packaging With Their Seals & Labels Intact.
Note: It Is Subject To The Availability Of Stock. In Case That A Replacement May Not Be Available, We Will Refund You The Full Amount.

Do I Have To Return The Free Gift When I Want To Get A Product Replaced ?

Yes. The Free Gift Is Included As A Part Of The Item Order And Needs To Be Returned Along With The Originally Delivered Product.

Can I Replace Part Of My Order ?

Yes. A Replacement Can Be Created At Item Level And If You Have Ordered Multiple Items, You Can Initiate A Replacement For Any Individual Item. However, Any Product Being Replaced Needs To Be Replaced In Full Including All Components As Well As Any Complimentary Gifts Or Products Which Came Along With It.

How Long Will This Process Take ?

We Process The Replacment Once The Products Have Been Received And Verified At Our Warehouse.

06 Cancellations

Can We Canel The Order Before Shipment ?

If The Order Or The Item(S) That You Want To Cancel Have Not Been Shipped Yet, You Can Write To Our Customer Support Team On info@urbanspices.in Or Call Us On +919205464544.
In Such Cases, The Order Will Be Cancelled And The Money Will Be Refunded To You Within 24-48 Business Hours After The Cancellation Request.

Can We Canel The Order Post Shipment ?

If You Wish To Cancel An Order That Has Been Shipped But Has Not Yet Been Delivered, Please Get In Touch With Our Customer Support Team On info@urbanspices.in Or Call Us On +91 9205464544
In Case You Have Cancelled An Order, Which Has Already Been Handed Over To The Courier Company On Our End, They May Still Attempt Delivery. Kindly Do Not Accept The Delivery Of The Order.
Once We Receive The Product(S) Back And Verify Its Packaging/Condition, We Will Refund Your Money Within 24-48 Business Hours.

How Will I Get Refunded For The Cancelled Orders And How Long Will This Process Take ?

In Case Of Cancellation Before Shipment, We Process The Refund Within 24-48 Business Hours After Receiving The Cancellation Request.
In Case Of Cancellation Once The Shipment Has Already Been Dispatched Or If It Is Being Returned, We Process The Refund Once The Products Have Been Received And Verified At Our Warehouse.
Note: In Case Of Cancellation Post Shipment We Will Deduct The Cancellation Charges i.e ₹80 Per Order.
For Payments Done Through Credit/Debit Cards Or Net Banking, The Refund Will Be Processed To The Same Account From Which The Payment Was Made Within 24-48 Business Hours Of Us Receiving The Products Back. It May Take 2-3 Additional Business Days For The Amount To Reflect In Your Account.
For Cash On Delivery Transactions, We Will Initiate A Bank Transfer Against The Refund Amount Against The Billing Details Shared By You. This Process Will Be Completed Within 24-48 Business Hours Of Us Receiving The Products Back And Your Bank Details On Email. It Will Take An Additional 2-3 Business Days For The Amount To Reflect In Your Account.

What If I Used Discount Vouchers During Time Of Payment And I Have To Cancel My Order ?

Discount Vouchers Are Intended For One-time Use Only And Shall Be Treated As Used Even If You Cancel The Order.