Shipping Policy

Detailed rules:

• The office hours are as follows:
  Monday to Friday morning, GMT+8 9:30 a.m. to 6 p.m. (excluding public holidays)
• Orders will be shipped within 14 working days after receipt of the order, unless the order contains a pre-order product; the address is not clear or some of the products are awaiting replenishment.
• All orders must be completed of payment processing. Otherwise, the order will be considered to be cancelled, and the selected product will be released for public purchase.
• If your order is cancelled before payment, you may need to place a new order.
• If your order has pre-order goods, we do not guarantee that the order will be shipped as expected. If you don't want to place an order as a result of the delay of the pre-order product, we suggest you separate the pre-order product and the stock products in separate orders.

Order tracking:

• If you have not received the expected date of arrival in the package, please use the following link tracking package:
  EMS: https://webapp.hongkongpost.hk/en/mail_tracking/index.html
  SF-Express: https://htm.sf-express.com/hk/en/dynamic_function/waybill/
• At the same time, if you have not received the parcel since the date of arrival, please contact your local post office or express company.

Refund Policy

Terms and Conditions: 

1. Please check all products after receipt of order.
2. For all products purchased from URDU online shop with quality problems, we offer 7-days Return & Exchange Policy (within 7 days from the date of receipt). Returns for any reason or without any condition are limited to the following circumstances:  you purchase a wrong product, repeated purchase from online or physical store, you dislike the product, or you are not aware of product descriptions before purchase, and etc.
3. Exchange products will take approximately within 1 month, depends on and the exchange must be a product of the same style.
4. Once the 7-day return period has expired, any exchange or refund request will not be considered.
5. Each invoice accepts exchange or refund once only.
6. Please make sure that the package of an item for returning is intact and there is no human damage. Otherwise, exchange and refund will not be accepted.
7. URDU shall not be liable or responsible for loss or damage caused by shipping (no matter which shipping method you select). Products with damage caused by shipping cannot be exchanged and are not refundable.
8. URDU reserves the right to determine whether the products satisfy returns conditions. No exchange or refund will be accepted with products having minor flaws due to coloring or printing after staff's examination.

If there is product quality problem, please contact us for exchange within 7 days after the receipt of your order (as determined by the date of signing for the purchase) via email (info@urdu.com.hk). Please include the following information in your email: 

1. Order number

2. Detailed photo(s) of the defective product(s) with defect circled

3. Product ID / name

Once we receive your refund application, we will reply you as soon as possible. If your exchange request is accepted, please send the item(s) with intact packaging in person to Unit 1101A, 11/F, Tower 2, South Seas Centre, No. 75 Mody Road, Tsim Sha Tsui East, Kowloon, Hong Kong

Q&A

Q: My order has arrived, but I would like to cancel. Is this possible?

A: Once an order has been successfully submitted with payment duly authorised, URDU will not entertain any request for cancellation of the order. As such, please ensure that you have checked all details prior to submitting your order for processing.

Q: The product I have received has damaged/torn packaging. Please advise.

A: All orders are carefully hand-packed at our local warehouse facility and we go to great lengths to ensure that your products arrive in pristine condition. However, if in the unlikely event that packaging was damaged in transit, please write to us at info@urdu.com.hk with a record of the delivery date, time, waybill number and a photograph of the product (as proof of damage) and we will respond to you as soon as possible with a solution.

Please note that URDU will not be held accountable for any products which have been acknowledged upon delivery. Therefore, we strongly urge customers to check the condition of your order before signing for acknowledgment.

Q: The product I have received is defective. Please advise.

A: Please contact us immediately by writing to us at info@urdu.com.hk with photographic proof of the defect. We will respond to you as soon as possible with a solution to the defect.