FAQ Frequently Asked Questions
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.
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 • iPay • Credit/ Debit Card(SSL Commerz) 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.
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.
|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 150||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.
bKash Payment Instruction
- Go to bKash Menu by dialing *247#.
- Choose payment.
- Enter Merchant bKash Wallet No 01990409336.
- Enter the amount of your order value.
- Enter 1 as a reference No: or you can mention the purpose of the transaction in one word. e.g. Bill.
- Enter 1 as Counter No: .
- Enter your Menu PIN to confirm.
- Done! You will receive a confirmation SMS.
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 productThe 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.
Level 3, Mirandel, House 3, Road 5, Block J, Baridhara
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.
The promoter of Urban Truth Insta Competition ("Prize Draw") is Urban Truth, a Pride Group Venture, of 4 Karnapara, Savar, Dhaka, Bangladesh ("Promoter").
This Prize Draw is open to individuals in Bangladesh only, aged 16 years or over, except for employees of the Promoter, their immediate family, sponsors of the Prize Draw and their employees who are directly associated with the administration of the Prize Draw.
Individuals who are under the age of 16 must have the consent of a parent or guardian over 18 to enter the competition. The Promoter reserves the right to obtain proof of such consent and to refuse entry or to choose another winner if such proof, where requested, has not been given.
All Entries by the entrant must be submitted via urbantruth on Instagram.
How to enter
To enter the Prize Draw entrants must:
Submit a public post on their Instagram handle, wearing the latest styles from #TheHolidayEdit, #Love2LoveU or any new arrivals.
The post must be public, with the hashtag #urbantruth, #utpeople, and must tag @urbantruth
Entries must be made by 23.59 GST on 14/02/2019 ("Prize Draw Period") to be valid.
Entries received after the end of the Prize Draw Period will not be valid.
Only one entry per person/Instagram handle is permitted. No bulk, third party or automated entries will be accepted.
No posts that tag Urban Truth prior to the Prize Draw announcement, will be accepted.
All entrants (including the winner) must comply with any reasonable directions given to him or her by the Promoter in connection with the Prize Draw. Failure to comply with such directions may result in an invalid Entry and/or withdrawal of the Prize.
Winner selection and contact
The winner of the Prize Draw (“Winner”) will be contacted via Instagram direct message by the promoter on or before the 15/02/2019 (“Announcement Date”). The Promoter will ask the Winner to provide further details in relation to the Prize (the “Details”).The Winner must provide the Details in order to claim the Prize.
The winner will be selected by random selection via electronic means from the Entrants. The decision of the Promoter shall be final. No correspondence will be entered into in respect of any decision made in connection with this Prize Draw.
If any Winner fails to provide their Details to the Promoter within 48 hours of the Promoter contacting the winner and asking them to provide the Details in accordance with clause 3.1 then the Promoter acting in its absolute discretion may:
Make further attempts to contact that Winner; and/or
Withdraw the Prize from that Winner.
If the Prize is declined by a Winner or is withdrawn from a Winner by the Promoter, the declining or forfeiting Winner will continue to be subject to the provisions of these Terms and Conditions; and the Promoter may offer the Prize to a new Winner by random selection in accordance with this clause 3.1.
The prize is Tk 10,000 for Winner 1, Tk 5000 for Winner 2, Tk 3000 for Winner 3.
The Prize is subject to availability.
The Prize is non-transferable and non-refundable and the Winners cannot request any alternative prize (cash or otherwise).
There will be 3 winners announced.
The Promoter reserves the right to publish each Winner's name and Entry on the Promoter’s official social media accounts, including Twitter, Instagram and Facebook and on its website found at www.urban-truth.com.
By entering the Prize Draw, if you are a Winner you agree to your Entry being published in accordance with clause 5.1 and to take part in and co-operate fully with all reasonable publicity accompanying or resulting from this Prize Draw without further recompense.
Any Entry that is deemed by the Promoter, in its sole discretion, to be unlawful, obscene, vulgar, pornographic, hateful, threatening, discriminatory, offensive or which may otherwise bring the Prize Draw or Promoter into disrepute will be excluded from the Prize Draw and the Promoter reserves the right to take any further action in respect of such Entry that it deems appropriate.
The Promoter will fully co-operate with any law enforcement authorities or court order requesting or directing the Promoter to disclose the identity of or to locate anyone posting or linking any content to its Twitter or Instagram pages which infringes any third party rights or is in breach of any of these Terms and Conditions or any applicable law.
Use and display of Entries and copyright
The copyright subsisting in the Entry must belong to the entrant. Entrants will retain copyright in the Entries they submit. Entrants must not have infringed the rights of any other party or breached any laws when submitting their Entries. If an Entry contains reference to or images of a person, the consent of that person (or their parent or guardian if they are under 18) must have been obtained.
By submitting an Entry:
you license and grant the Promoter, its affiliates and sub-licensees an exclusive, royalty free, perpetual, worldwide, irrevocable and sub-licensable right to use, reproduce, modify, adapt, publish and display such content for any purpose in any media including, but not limited to the Promoter’s website, social media accounts, marketing materials, newsletters and promotional material without further compensation, restriction on use, attribution or liability;
Except for death or personal injury caused by negligence of the Promoter or its agents or representatives or for fraud or fraudulent misrepresentation, neither the Promoter, nor its agents or representatives assume responsibility for:
any Prize that is not redeemed;
any personal property;
any loss of enjoyment or wasted expenditure;
any system failures or malfunctions of any third party websites;
any incomplete, lost, delayed or late Entries;
any failure to fulfil obligations of any third parties involved in this Prize Draw;
any fault, malfunction, damage, loss or disappointment suffered by the participants in the Prize Draw howsoever arising from participating in the Prize Draw;
communications line failure, regardless of cause, with regard to any equipment, systems, networks, lines, satellites, servers, computers or providers utilized in any aspect of this Prize Draw;
inaccessibility or unavailability of the internet, or any website (including without limitation any social media web sites) or any combination thereof through dial up, broadband, mobile internet or WAP connections;
any injury or damage to a participant which may be related to or arising from the Prize Draw or the Prize;
if for any reason the Prize Draw or any website in connection with the Prize Draw is not capable of running as planned for reasons which may include without limitation, infection by computer, virus, tampering, unauthorized intervention, fraud, technical failures or any other causes which may corrupt or affect the administration security, fairness, integrity or proper conduct of this promotion; and/or
any other matter outside of their reasonable control.
Nothing in these Terms and Conditions affects your statutory rights.
To the extent permitted by law, all conditions, warranties and other terms which might otherwise be implied by statute or common law are expressly excluded from these Terms and Conditions.
The Winners agree to indemnify and keep indemnified the Promoter, its group of companies and their officers, employees and agents from and against all liabilities, losses, damages and expenses (including legal and other professional fees) arising out of or in connection with any allegations or claims resulting directly or indirectly from:
their Entry into this Prize Draw; and/or
their receipt and use of any Prize.
The Promoter reserves the right to cancel or amend the Prize Draw or these Terms and Conditions if it has reasonable grounds for doing so.
By entering the Prize Draw you accept these Terms and Conditions as in force at the time you submit your Entry.
Any person who provides their Details to the Promoter in connection with this Prize Draw accepts:
these Terms and Conditions; and
the use of their personal data by the Promoter:
for the purpose of administration of the Prize Draw (including publishing the names of the Winners and any administration relating to the Prize); and
any other purpose for which they have consented.
Without prejudice to clause 6.1, the Promoter reserves the right to exclude any Entry from the Prize Draw if it deems it to be ineligible or otherwise invalid and the Promoter shall have complete discretion in this respect.
No responsibility can be accepted for lost Entries or incomplete Entries. Proof of Entry is not proof of receipt.
If any provision of these Terms and Conditions (or part of any provision) is found by any court or other competent authority to be invalid, unenforceable or illegal, the other provisions shall remain in force.
If any invalid, unenforceable or illegal provision would be valid, enforceable and legal if some part of it were deleted, the provision shall apply with whatever modification is necessary to give effect to the commercial intention of the Promoter.
No failure or delay by a party to exercise any right or remedy provided under these Terms and Conditions or by law or any abandonment of any such right or remedy shall constitute a waiver of that or any other right or remedy, nor shall it preclude or restrict the further exercise of that or any other right or remedy.
No single or partial exercise of such right or remedy shall preclude or restrict the further exercise of that or any other right or remedy.
The Prize Draw, these Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of Bangladesh. The courts of Bangladesh shall have exclusive jurisdiction to settle any dispute or claim which may arise out of or in connection with the Prize Draw or these terms.