FAQ Frequently Asked Questions

1. Do I Need To Register Before Placing An Order?

You do not need to register before placing an order. You may register as soon as you have finished shopping, or check out as a Guest. Our registration process is fast, free, and will save you time for future purchases. Click here to register.

2. How Do I Register?

You can Click here to register.

3. Why Should I Become A Registered User?

You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise. Additionally, you will be missing out on several benefits for registered users such as tracking your order.

4. How Do I Reset My Password?

Please Click here to reset your password.

5. How Do I Change My Account Information?

As soon as you sign in to your account with your email address and password, it will direct you to your account overview to update/edit your account information.

6. I Cannot Find The Answers To My Questions, How Do I Reach Customer Service?

Please Click here to contact our Customer Service Team.

1. Can I order by phone?

Unfortunately, we do not take orders over the phone at this time. However, you may order directly from our online website or on your smartphone. Click here to shop.

2. What kinds of payment methods do you accept?

We accept the following forms of payment:

•Cash on Delivery (for Dhaka customers only)

• bKash

3. Is My Privacy And Personal Information Secure On Your Site?

Shopping on our site is safe and secure. Please Click here to view the full details on how we protect your privacy and personal information.

4. Do you charge VAT on your items?

By law, we are required to charge VAT. Our product prices are inclusive of VAT and thus, you will see no difference in our offline and online store prices.

5. Do You Restock Items That Are Sold Out?

Unfortunately we do not restock most of our items. We do however, bring back some of our popular items. You may also contact your Local Store to check availability. Both our stores and Customer Service Team will need an item number/product code to confirm availability.

6. Can I Modify or Cancel My Order?

To ensure a super-fast delivery, we process your orders within 24 hours. Someone from our customer service will call you to confirm your order before shipping it. If you remain unavailable on phone for the next 24 hours, we will cancel it from our end. You cannot cancel your order after we have shipped it. Our delivery man will wait for 10 minutes for you to check the product. If there is any issue with the size, you can exchange the product after speaking with the customer service over phone. However, the delivery charge must be paid to the delivery man.

7. How Do I Know What Size To Choose?

Click here to view our Size Charts.

8.I Cannot Find The Answers To My Questions, How Do I Reach Customer Service?

Please Click here to contact our Customer Service Team.

Order Status

1. How Do I Check On The Status Of My Order?

You may view the status of your order by logging into your Urban Truth account and clicking on My Orders. Click here to check on that status of your order.

Confirmations are sent via email within 30 minutes when Your order has been received or Your shipment has been processed, based on the valid email address provided to us.

If you did not receive any confirmation emails, please check your email spam filter. Select www.urban-truth.com a trusted website domain in your spam filter. To avoid any duplicate orders, please go to MY ACCOUNT to verify your order has been placed before resubmitting your order. Please allow 24 to 48 hours for your order status to change.

2. Can you explain the order statuses?

In the process of delivering your item to you, your package goes through a series of stages. Here's a quick guide to easily decode the delivery statuses you see when tracking your order.

STATUS MEANING
Order Verification Order is getting verified at our customer service. You will receive a call from our customer service for verification.
Pending Prepayment The team is waiting for customers outside Dhaka to prepay first.
Pending Dispatch Order is being packed and processed.
Dispatched Order has been given to the courier company for delivery.
Closed Order has been delivered and payment has been received.
Returned/Exchanged Order has been exchanged.
Cancelled Order has been cancelled.

3. Why Was My Order Cancelled?

There may be few reasons for cancellation. If Urban Truth customer service is unable to reach the customer within the next 24 hours, the order is cancelled. Other reasons like product being out of stock, customer unavailable during time of delivery, non-receipt of prepayment, duplicate orders are the basis of cancellations.

If your order has been cancelled, please place a new order. You may also contact our customer service to resolve any issues with order cancellation.

4. I Cannot Find The Answers To My Questions, How Do I Reach Customer Service?

Please Click here to contact our Customer Service Team.

1. What Kinds Of Shipping Options Do You Offer?

We provide cash on delivery to Dhaka customers. For customers outside Dhaka, prepayment must be paid via bKash and then we ship the product via our trusted partners.

Free shipping is available for purchases worth TK 3000 and above.

Our rates are as follows:

Inside Dhaka TK 70 3-4 Business Days
Outside Dhaka TK 120   3-4 Business Days

2.Which International Countries Do You Ship To?

Currently, we do not ship outside Bangladesh.

3.I Cannot Find The Answers To My Questions, How Do I Reach Customer Service?

Please Click here to contact our Customer Service Team.

5. How long will it take for me to receive my order?

We take 3-4 business days to ship your order.

1. What is your return policy?

Urban Truth does not refund any products. However, we do exchange products if:

• We have sent you the wrong product, size or color.

• Faulty product

The exchange must be made within 15 days of purchase and the product, product package and the hangtag must be intact. The original invoice must be presented during exchange. Call our customer service to exchange the product. You can return your items through courier service to our e-commerce warehouse at the following address and then we will ship the right sized/colored product to you.

E-Commerce Warehouse

Pride Group

Level 3, Mirandel, House 3, Road 5, Block J, Baridhara

Dhaka, Bangladesh

Alternatively you can bring your exchange items at any of our outlets. To find a store location near you, go to Store locator.

2. I Cannot Find The Answers To My Questions, How Do I Reach Customer Service?

Please Click here to contact our Customer Service Team.