Countries We Ship To

We offer shipping to the following countries

• Colombia

• USA

Shipping To All Other Countries

 We can ship internationally, however at present we will need to arrange each shipment outside of the above countries directly through one of our sales team, as special arrangements with shipping carriers, customs documentation and additional paperwork may be required to be arranged depending on the destination country. Please get in touch with our e-commerce team through our helpdesk and they will be able to assist you with special arrangements for your order.

Shipping Carriers

Available Shipping Carriers

We utilise the following list of shipping carriers domestically in Colombia:

• Deprisa

• Servientrega

• Coordinadora

• RedServi

• Interrapidisimo

• TCC

We utilise the following list of shipping carriers domestically for deliveries to the United States:

• FedEx

Available Shipping Methods

We provide standard shipping method options for all carriers, however if you require an express delivery, or require an alternative delivery method or carrier, please feel free to contact our e-commerce team through our helpdesk and they will be able to assist you with special arrangements for your order.

Order Tracking

Tracking Codes

Depending on order size and delivery location, some orders will be sent with a tracking number. This will be provided once the order has shipped. Some parcels are sent untracked via the shipping carrier in use for your delivery.

Missing/Non-Delivery Issues

In the event of a missing/non-delivery occurrence, 14-21 business days must pass (location depending) before URB can investigate the original delivery. This is to ensure adequate time has passed for the item to move through the postal network and for any bottlenecks to be resolved.

Returns

URB does our best to ensure you have the best experience shopping with us. All orders are checked twice for quality, and to ensure you receive what you ordered. In case of any issues with your shipment however, we have a returns policy in place to assist with any issues.

30 Day Return Policy

• Products must be unused

• Products must still be in original packaging and original condition

• Products must be packed as they are received

• Returns window is activated from the date of delivery from our shipping carrier (or date of pickup from postal office).

• All return postage costs are paid by the buyer (shipping and packaging)

• Returns packaging must be identical, or similar to the packaging it was sent in (eg. padded bag with bubble wrap)

• Refund will not be processed if products are returned in soft plastic packaging

• Refund will not be processed if products are damaged as a result of inadequate packaging

• Original shipping costs are non-refundable

• Tracking is recommended to minimise disputes and in order to allow easier follow up with the shipping carrier in the case of a non-delivery, or slow delivery event (eg. Covid-19 causing slow processing of your shipment through. the destination country's customs/border-control authority).

Returns Process

To request a return authorisation, please fill out our return authorisation form and describe the reason for your return/exchange/refund request in detail in the description. Please ensure that you select the item you wish to return from the product field in the form (take special care to ensure that you select the correct product volume you ordered - eg. 30mL), as well as the quantity you wish to return.

Provided the request falls within the 30 day returns window, once the form is submitted, our return merchant authorisation team will begin to review your request and will get in touch with you to work through the return claim with you directly.

• You must provide the RMA (return merchant authorisation) claim code in the return packaging to ensure that your claim is processed.

• Please ensure sufficient packaging and protection inside the box to prevent transit damage

• Our returns address will be provided at the time we accept your RMA claim.

It is the buyer’s responsibility to ensure that the parcel is dispatched within the 30 day returns window – parcel tracking must show the parcel is scanned by the logistics carrier within the 30 day window. Parcel tracking and insurance is recommended to minimise disputes. It is the buyer’s responsibility to ensure the parcel reaches us.

All returns are carefully examined upon receipt to ensure they adhere to the returns policy. Relevant photos will be taken to confirm this.

Any returns received:

• Outside the returns window

• Damaged

• Without prior authorisation

• Without an enclosed Return Authorisation claim code

will not be processed, and will be shipped back to the buyer at their cost.

Incorrect or Damaged Items On Arrival

Any imperfections to orders received must be reported to us within 24 hours of delivery. 

Please follow these instructions:

• Prior to opening, please take photos immediately of the damaged box

• Please take photos of the damaged item showing the fault (if possible)

• Please take photos of the incorrect items sent

Faulty Items

It is URB's policy that all faulty item claims come back to our warehouse first for inspection and replaced if deemed necessary.

Consumer Law Guarantees

All products come with guarantees that cannot be excluded under the Colombian Consumer Law. This entitles buyer’s to:

• Replacement or refund for a major failure of the product

• Compensation for any other reasonably foreseeable loss or damage

• Repair or replacement of the goods if they fail to be of acceptable quality and the failure does not amount to a major failure.