FREQUENTLY ASKED QUESTIONS
How to buy?
1.Access our product catalog through the sections that you will find in the navigation menu.
2. Check out the products you are interested in. By clicking on a product you can get more information about it (sizes in which it is available, details of the item, zoom...).
3. To buy an item add it to the cart. Then you can continue shopping or finalize your purchase.
4. At the time of processing your purchase, a form will appear in which you will have to fill in, among others, the delivery details of the order and the shipping method you want. We always recommend giving the complete information so the courier and your package has a happy journey : )
5. Complete the payment details through our secure payment gateway. Choose between credit card (Visa, Visa Electron, Mastercard, American Express) or Paypal.
6. The purchase will be successfully completed and you will receive an email confirmation of your order with all the data. It is important that you keep this confirmation in case of any incident, change or refund.
CLIENT AREA
What do I do if I forget or want to change my password?
If you have forgotten your password or want to change it, the process is the same. Go to the "Community" section and click on "Login" and "Forgot your password?", entering your email address, with instructions on how to change/recover your password.
SHIPPING AND PAYMENT METHODS
What are the shipping methods and costs?
In Urvanity Lab we sell our products to almost everywhere in the world. You can check the shipping costs, making a purchase simulation, if you put your address in the cart you will automatically see the shipping cost.
The rates are fixed according to the corresponding zone and according to the weight of the products.
You can choose from a number of payment options that we offer: MasterCard, VISA, AMEX, and PayPal.
All credit and debit card holders are subject to validation and authorization by both the card issuer and us in order to maintain security and prevent fraud.
How do I know when my order is ready?
As soon as your order is ready, you will receive a "Shipping Confirmation" email telling you that your order is ready and the expected delivery time.
Please note that we may take longer to prepare some of the products for shipment. Please be patient, you won’t regret it : )
What are the delivery timings?
Orders for Spain have an estimated delivery timing between 1 and 4 working days and international shipments between 2 and 7 working days.
Your package will be delivered from Monday to Friday (excluding holidays). The maximum delivery time, except in cases of force majeure, is (30) calendar days after the order is placed.
We remind you that for sales outside the European Union there may be customs duties arising from the import of products to the country or region of destination. These costs must be borne by the consumer.
How do I track my orders?
Once the order is placed, we will send you an email with the confirmation and the tracking number.
Are there any customs charges?
All shipments outside the European Union are subject to customs charges and taxes. Customs charges and/or import duties are determined by the customs office of the destination country and are collected once the package arrives in the destination country. The payment of these charges and taxes is the responsibility of the recipient and will not be covered by Urvanity Lab.
What forms of payment can I use to make my purchase?
The accepted forms of payment are Credit Card (Visa, Mastercard, American Express) and PayPal.
CHANGES AND RETURNS
What is the maximum time limit to make a return?
You have 14 calendar days since you received your package to make any exchange or return.
What are the requirements for exchanges or returns?
Not to exceed the maximum period of 14 working days from the date of receipt. The product must be in the same conditions, and the products to be exchanged or returned must not be washed, used or damaged.
How can I make an exchange or a return?
You can check our return policy in the "Return Policy" section of the website.
When and how will I receive the amount of my return?
The amount of the returned items will be refunded once we verify that the products are in perfect condition. Once we approve the return, you will receive the amount by the same payment method that was used in the purchase in an estimated time of 5-12 days, depending on your bank.
What can I do if I receive a damaged product?
In Urvanity Lab we only sell products in perfect condition and we make sure that the packaging is optimal so that none of our products are damaged during transport, but if exceptionally any of the products arrive damaged, send us an email to hello@urvanitylab.com with your order number and photographs of the products and packaging.
PRODUCTS
Are all the products original?
Yes, all products are original, are designed by artists and are sent with certificate of authenticity.
Are all the products limited edition?
All products except the textile are limited edition.
What is "Edition" and "Artist Proof (PA)"?
A limited edition print is a numbered print of a predetermined number. Artist's proofs are independent of numbered prints.
Is VAT included?
Yes, VAT is included in all our prices.
CONTACT
How can I contact you if there is a problem with the shipment?
If you have any questions you can send us an email to hello@urvanitylab.com.
Our opening hours are Monday to Thursday from 09:00 to 18:00 and Fridays from 09:00 to 15:00.