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All you need to know here
We hope you'll find our website easy to use, but just in case you have any questions, here's everything you need to know about shopping with Urban Kids.
When you visit Urban Kids you'll see a link near the top right of the page that says MY ACCOUNT. Click on that link and you'll be able to register a new account with us. We'll send you a confirmation email to the email address you signed up with soon after you've completed your details. You'll need to verify your account through that email to get started. It is important to register a valid email, as your order status and shipment details will be send to this email.
If you signed up for an account with your email address, we sent an email to the address you provided. This email includes a link that you'll need to click or tap to confirm your account and let us know that you're really you. If you can't find this email, try checking your junk/spam mail folder. Some email providers will automatically filter emails into junk/spam folder if our email is not listed in your contact list.
Don't worry, if you've forgotten your password - we can send you a reminder. Just click on the FORGOT YOUR PASSWORD link on the MY ACCOUNT page and we'll send you your registered password within a couple of minutes. Alternately, you may contact us to reset your password.
You'll find the all the range of we have on this website, plus internet exclusives and brands that you won't find in any other stores. Urban Kids solely operate as an online store only, we do not have any retail outlets.
No! We do not offer self collect / pickup. All goods are delivered by our reliable courier service and logistic.
Urban Kids generally import overstocks, off-season and off-the-rack department goods. When an item is out of stock, most of the times we are unable to do restock. Occasionally when an item does comes back into stock, we will update our website as soon as possible. We're sorry but our Customer Service Teams don't hold information on stock.
You can pay with MasterCard, Visa or any local online banking through our merchant IPAY88. We also accept any cash payment through MAYBANK counter, bank deposit or any online banking but please ensure to bank in the exact amount as stated in your order, extra payment will only be refunded as Urban Kids Credits.
3D Secure stands for 3 Domain Secure. It's a new technical standard developed by Visa and MasterCard and it's designed to prevent online credit card fraud. If you've registered for Verified by Visa or MasterCard SecureCode, you'll need to enter your password to validate your identity whenever you make a purchase. Please check www.visa.com orwww.mastercard.com/uk for more detail or phone your bank for more help and information.
Help! I'm having problems ordering because of Verified by Visa, MasterCard SecureCode or other payment issues.
If you are having any payment problems with using Verified by Visa or MasterCard SecureCode, please contact your card issuer direct for more information. For online banking, most local banks have online maintenance during midnight from 12:00 am to 1:00 am. If you have problem placing an order during this hour, please try again later.
Help! I'm stuck on the payment page
Our payment page is powered by our merchant IPAY88. Their are the most reliable payment gateway in Malaysia. On occasion; if you are stuck on our payment page and the page doesn't load most probably our merchant server is down or under upgrade/maintenance. Please do not worried, this is usually fixed in no time, please try placing an order again later. If the problem still persist, please take a screenshot of your page and email to our customer service. We will be glad to help you out.
We'll send you an email to confirm we've received your order shortly after you complete your online payment. If you do not receive any email from us, please do contact us immediately.
There are a number of reasons why payment issues may result in an order being cancelled. It might be that you do not have enough credit or payment is declined as part of a fraud check. Please contact your card issuer for more information.
We're sorry but it's not possible for you to change an order once it has been confirmed. You also cannot cancel an order after the checkout stage.
In order to meet our delivery promises, it's not possible to amend your order once you've checked out. However, if you want to change your address for future orders, just visit the MY ACCOUNT area where you can amend your billing or delivery address.
Unfortunately not. When you place an order, all items will be delivered to a single address. To send items to two different addresses, you will need to place two separate orders.
Where's my order?
We'll keep you informed on the progress of your order by email and on the website. All orders are usually despatch between 2 to 3 business day, you will received your order within 7 business day. To find out the latest status of your order online, please visit MY ACCOUNT , and click on your order. Please note that our Customer Service Team does not have a more specific time of arrival for any parcels.
I received a tracking number but is not valid
Once our warehouse pack your order, we will send you a shipment details with a tracking number. Generally at this time, your tracking number will not be valid. Your order will be usually scheduled to be despatched the next working day. Please do allowed up to 48 hours for the tracking number to be valid. Should you still have not received your order within 7 business day, then please do contact us.
Please allow up to 7 business days for your order to arrive. Occasionally delays can happen, which may be beyond our control. To track your order online, go to MY ACCOUNT and click on your order to check the shipment details. You may find a tracking number from us about the progress of your order.
We are really sorry that you have received the wrong item in your order, please contact us by email or through our facebook message and we will do all we can to rectify the situation.
We select images that we hope most accurately reflect the colour and shape of products along side the product specification, but, depending on your screen resolution, there may be small variations in colour, such as a slightly lighter shade between the actual product and how it appears when viewed on the website.
Unless there is a problem with your delivery you will not receive any contact from the courier after you have placed the order. However you can see the status or your order by visiting MY ACCOUNT. To track down your order delivery status, used the tracking number we sent to you and check from our courier SKYNET/POSLAJU website.
What happens if I'm not in to receive my delivery?
If you're not in when our courier arrive with your delivery, they'll leave a card to tell you they've came. They will normally be able to do re-deliver again. Just call the number on the card and they'll arrange an alternative delivery day.