FAQ'S

1. It is possible that you just subscribed to our newsletter and did not register.
2. You may have entered an incorrect phone number.

While you do not need to register to make a purchase, we suggest that you create an account with us for a faster and easier shopping experience.

A few of the benefits of having an account:

• Change your default shipping address
• Check your order status/history
• Save shipping/billing addresses for a faster checkout

Go to account, click on login and then tap reset password. An email will be sent to your registered mail ID for password reset. You can easily update your password by clicking on the reset password link.

If you have received a defective or damaged item, you can raise a return/exchange request. Your request will be reviewed within 24-48hrs. Please note that when applying for a replacement or refund:

1. You must provide the order number of your purchase made on urbangorilla.in
2. URBAN GORILLA must document what happens when buyers troubleshoot the product.
3. Visible proof of the item's defect is required, such as a photo/video.
4. It may be necessary to return an item for quality inspection.

If the return request is approved by the Customer support team, the refund will be issued after the product is delivered to our warehouse and is checked by the product team. It can take up to 3-5 business days for the refund amount to get reflected in your Bank A/C.

Refund is not applicable in case of EMI/COD orders. Store credit will be provided to customers who have placed an order through these modes.

We process and ship orders Monday to Saturday. Orders placed on Saturday night, Sunday, or major holidays are processed on the following business day. Orders are processed within 24hrs on business days.

You can track your order by clicking here.

A few reasons a transaction may have failed include:

• A problem with the credit card
• Your online payment gateway settings
• Incorrect card details provided during payment

Here's what you can do:

• Make sure your debit/credit card details are correct when making a purchase
• Try using an alternative card or payment method such as UPI or Wallet if possible
• Contact your card provider with the error message — they may be able to identify the issue

If you are still having transaction problems, please contact us with the details of the error message.

We do not collect or store your credit card details. All payments are handled by either Razorpay or your credit card provider, based on your method of payment. Once you reach the final stage of checkout, you will be taken directly to Razorpay's secure site. Your credit card details are never accessible to us.

We usually ship an order within 24hrs after it gets reflected in our portal. For metro cities, the order gets delivered within 2-3 days, and for other locations it can take up to 3-4 business days.

If you feel that your package is lost or missing, please contact support as soon as possible. We will carry out a full investigation to determine the next steps. Once we obtain all of the relevant information, it will take 1 to 3 business days to process. We will do our best to handle your case quickly.

A timely notification and valid proof can help us resolve your issue(s) as quickly as possible. Please contact support within three business days of receiving your order with a detailed description of the issue, along with any relevant information, if you encounter:

• Damaged items in the package
• Items in the package that aren't what you ordered, or items missing
• The package marked as signed for on the courier's website, but not received