Frequently Asked Questions


What payment options does URBAN GREEN provide?
We accept payments made with VISA, VISA ELECTRON and MASTERCARD Cards
What should I do, If my payment is rejected?
If your payment has been rejected for unknown reasons, we suggest trying a different payment method. If That is not possible, please contact us through e-mail at Possible cause for rejection might be incorrectly entered payment information or lack of available funds on the account.
Can I cancel my order?
After the order is confirmed, we immediately begin the fulfillment and shipping process. This allows us to carry out fast deliveries. Unfortunately, it also means we cannot cancel or modify orders once they are confirmed.


Can I change the delivery address after the order is placed?
During sales event URBAN GREEN doesn’t offer address change options after making a purchase. This is due to the large number of orders. However, It is possible to change the delivery address by contacting the delivery service directly. Depending on the distance between the old and newly specified address, you will receive the order no later than with 1 day’s delay. Learn more about the delivery conditions for orders placed during a sales event.
I haven’t received my order, what should I do?

Usually, the order will be delivered within 5-10 working days after the payment has been processed. If you haven’t received the order after 10 days, please contact us by e-mail at
Can I cancel an online order?

Once your order is confirmed, we will begin processing it immediately to ensure the earliest possible delivery, so we cannot cancel or change your order once it has been placed.

How do I cancel my order and receive a refund?
You are entitled to a full refund within 14 days of purchasing the item. In order to receive the refund please mail the items back to us. They must be unused and undamaged. The cost of returning the item is covered by the customer. After we’ve received the goods, we will usually refund you within 14 days. Be aware that some bank transactions can take up to 30 days.