Customer Service


Call Customer Service +353 1 8381895. We hope this section answers any questions you may have, if not, please do drop us a line or give us a call or contact us via this site in the "contact us" section Write To Us: Urbanfrog Ltd, Unit F1, Centrepoint, Rosemount Business Park, Ballycoolin, Dublin 11, Republic of Ireland.

    * Shipping & Delivery
    * Privacy & Security
    * Returns & Replacements
    * Ordering
    * Payment, Pricing & Promotions
    * Viewing Orders
    * Updating Account Information

 

Shipping & Delivery


    Ordering on-line Ordering on-line with URBANFROG is designed to be quick and easy. The whole process should take absolutely no longer than a few minutes and its 100% secure. If you have any questions before you buy, don'tt hesitate to call us on +353 1 8381895 or drop us a mail : info@urbanfrog.ie. To help ensure prompt delivery of your order we recommend using a work address where possible - if a work address cannot be used please use one where you will be present to accept and sign for your delivery. Who Ships My Order? We use An Post priority parcel delivery to ship all orders. On occasion, An Post may not use your regular postman to deliver your order as it is their courier service. Delivery times are between 9am - 5pm. Please note, as we do not deliver the orders ourselves please do not request that your parcel is left under the flower pot at your front door, or with Mrs. Butterworth the little old lady next door as we cannot ask the courier to do this and for security reasons cannot write any messages on the package. We offer Free Delivery for Ireland & Northern Ireland,  Express Registered Post IRL & N.IRELAND ONLY will take between 5-7 WORKING days. In the event of an item from your order being out of stock we will contact you by email and let you know. W Registered Post U.K & EUROPE €7.50, we endeavour to ship your order to you within 9 working days. Please note, orders outside the Rep Of Ireland are handed over to the relevant postal service for each country and therefore we cannot control any delay experienced as a result. In the event of an item from your order being out of stock we will contact you by email and let you know.  Registered Post USA & REST OF WORLD €11.00. We endeavour to ship your order to you within 12 working days. Please note, orders outside the Rep Of Ireland are handed over to the relevant postal service for each country and therefore we cannot control any delay experienced as a result. In the event of an item from your order being out of stock we will contact you by email and let you know.

How Do I Know When My Order Has Been Shipped? Once we have shipped your order you will receive an automated email to the email address you provided on your registration form. You should expect to receive your order within 2-3 working days of this (Republic of Ireland Only). If you do not receive your order within this timeframe please contact us directly so that we can track your order for you. What happens if I am not there to sign for my order? All orders must be signed for by the recipient. In the event that you are not present to accept delivery an attempted delivery docket will be left (please check through any junk mail you may receive). Your order will be brought to your local sorting office and held for collection for 7 days. If it is not collected within this time period it will be returned to us (please note that this may take a number of weeks to come back) and you will be notified by email. Please note you will be liable for return shipping costs where we have to resend or redirect a parcel to you.

 


Privacy & Security

    We take our customers privacy very seriously. When you place an order with us, we will request that you provide some personal information which is necessary to process your order. We respect your right to privacy and won't go selling your details on or passing them to other companies-that's so annoying. We comply with our obligations under the Data Protection Acts 1988 and 2002. The purpose of this Website Privacy Policy is to outline how we deal with any personal data you provide to us while visiting this website. Naturally, if you are not happy with this Website Privacy Policy you should not use this website. By visiting this website, you are accepting the terms of this Website Privacy Policy. Any external links to other websites are clearly identifiable as such, and we are not responsible for the content or the privacy policies of these other websites. Types of Information Collected We retain two types of information: “Personal Data” This is data that identifies you or can be used to identify or contact you and may include your name, address, email address, user IP addresses in circumstances where they have not been deleted, clipped or anonymised, telephone number, birth date and billing and credit card information. Such information is only collected from you if you voluntarily submit it to us. “Non-Personal Data” Like most websites, we gather statistical and other analytical information collected on an aggregate basis of all visitors to our website. This Non-Personal Data comprises information that cannot be used to identify or contact you, such as demographic information regarding, for example, user IP addresses where they have been clipped or anonymised, browser types and other anonymous statistical data involving the use of our website. Purposes for which we hold your Information Non-Personal Data: We use the Non-Personal Data gathered from visitors to our website in an aggregate form to get a better understanding of where our visitors come from and to help us better design and organise our website. Cookies This website uses “cookie” technology. A cookie is a little piece of text stored by the browser on your computer, at the request of our server. We may use cookies to deliver content specific to your interests and to save your personal preferences so you do not have to re-enter them each time you connect to our website – our cookies are not available to other websites. Our cookies will record the following: your IP gateway address, the point of entry to the site, search terms used, your navigation through the site and other information that helps us make the site more accessible. You are always free to decline our cookies, if your browser permits, or to ask your browser to indicate when a cookie is being sent. You can also delete cookie files from your computer at your discretion. Note that if you decline our cookies or ask for notification each time a cookie is being sent, this may affect your ease of use of this website. Personal Data We will process any Personal Data you provide to us for the following purposes: a.To provide you with the goods or services you have ordered; b.To contact you if required in connection with your order or to respond to any communications you might send to us; c.To send you further information about goods or services that you buy from us Disclosure of Information to Third Parties We may provide Non-Personal Data to third parties, where such information is combined with similar information of other users of our website. For example, we might inform third parties regarding the number of unique users who visit our website, the demographic breakdown of our community users of our website, or the activities that visitors to our website engage in while on our website. The third parties to whom we may provide this information may include potential or actual advertisers, providers of advertising services (including website tracking services), commercial partners, sponsors, licensees, researchers and other similar parties We will not disclose your Personal Data to third parties unless you have consented to this disclosure or unless the third party is required to fulfil your order (in such circumstances, the third party is bound by similar data protection requirements). We will disclose your Personal Data if we believe in good faith that we are required to disclose it in order to comply with any applicable law, a summons, a search warrant, a court or regulatory order, or other statutory requirement. Sale of Business We reserve the right to transfer information (including your Personal Data) to a third party in the event of a sale, merger, liquidation, receivership or transfer of all or substantially all of the assets of our company provided that the third party agrees to adhere to the terms of the Website Privacy Policy and provided that the third party only uses your Personal Data for the purposes that you provided it to us. You will be notified in the event of any such transfer and you will be afforded an opportunity to opt-out. Security Your Personal Data is held on secure servers hosted by [our Internet Service Provider]. The nature of the Internet is such that we cannot guarantee or warrant the security of any information you transmit to us via the Internet. No data transmission over the Internet can be guaranteed to be 100% secure. However, we will take all reasonable steps (including appropriate technical and organisational measures) to protect your Personal Data. Updating, Verifying and Deleting Personal Data You may inform us of any changes in your Personal Data, and in accordance with our obligations under the Data Protection Acts 1988 and 2002 we will update or delete your Personal Data accordingly. To find out what Personal Data we hold on you or to have your Personal Data updated, amended or removed from our database, please email us with a request to the email address at the foot of this site. Any such data subject requests may be subject to the prescribed fee. Changes to the Website Privacy Policy Any changes to this Website Privacy Policy will be posted on this website so you are always aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. If at any time we decide to use Personal Data in a manner significantly different from that stated in this Website Privacy Policy, or otherwise disclosed to you at the time it was collected, we will notify you by email, and you will have a choice as to whether or not we use your information in the new manner.

 


Returns & Replacements

    In the event of a return please read the Returns Policy below before you ship your garment - failure to adhere to the correct returns procedure will cause delay. Returning an unwanted item Each customer is entitled to a 7 day grace period to return an unworn/unopened item for a full no questions refund. We will refund your card once we have received and processed the item. We will only refund delivery/postage costs if the return is a result of our error. * We cannot refund an item if it is returned after the 7 day grace period. Unwashed or unworn merchandise may be exchanged for a different size / style / store credit if received within a further 14 days after the 7 day grace period has passed (total returns time of 21 days). If an item returned is found to be ineligible for return/refund/exchange for reasons stated within these terms, the customer will be responsible for the shipping costs we incur to send the item back. Can I return a Sale, Clearance or End Of Line item Sale, clearance or end of line items cannot be returned or exchanged for any reason other than fault with the garment as the item has been reduced in price to clear. How to send your item back Returns should be folded and packaged in a manner that protects the item. Please take care to return the garment to us in the same manner that you would return an item to a high street store. Please understand that the item you return must be eligible for resale and begs the question "Would I buy it if I saw it in a store in the condition I am returning it?". We reserve the right to assess any damage incurred during return shipment and to refuse such items if necessary. We cannot accept returns that smell strongly of (cigarette) smoke, body odour, aftershave/cologne, perfume, cooking/food or stained with make up. We will not accept returns or exchanges for any item that has been washed in any way, dryed in a dryer, or damaged in any way. Please keep your invoice if you would like to exchange an item. If you require a refund or exchange for any reason you must return the item in all it's packaging, along with your original purchase invoice (keep a copy for yourself) and a brief note explaining who you are and why you are returning the item and it will be dealt with as soon as possible. It is best to keep your purchase invoice apart from your return item to avoid any ink transference from invoice onto garment in cases where the package may get wet which would render your return ineligible. What are the return shipping costs? Shipping costs on any non-damaged or non-flawed returns will be the responsibility of the customer. Return Postage Costs Important: We cannot accept personal cheques, franked or any prepaid self addressed envelopes as payment for return shipping costs. Please do not send this method of payment as it will cause a delay in dealing with your order. The following are the payment options for your return shipping costs; Option 1 - Ireland & N.Ireland €5.00   U.k & Europe €10.50  U.S.A & Rest Of World Registered Post €15.50 How long will it take to process my return? Returns / exchanges can take up to two weeks to process though we will always endeavour to see to them in the shortest possible time. If you wish to exchange a shirt for a bigger/smaller size please contact us using the contact form in "contact us" section of this site

 

Ordering
   

Ordering on-line with Urbanfrog is designed to be quick and easy. The whole process should take absolutely no longer than  a few minutes. It is also 100% secure. If you have any questions before you buy, do not hesitate to call us on +353 01 8381895.
Payment, Pricing & Promotions
 We use Realex Systems to process our online and telephone orders. Realex are one of the internets most secure payment service providers and we are regularly checked and updated with the best fraud prevention software available to give our customers full peace of mind when shopping on Urbanfrog.ie. Customers personal details are never shared with any third parties. Only the email addresses for those who have subscribed to our newsletters are kept on file and we do not keep credit card details. Once your credit card has been processed your card details are deleted immediately. * FaceBook Promotional Coupons : From time to time we like to reward our Facebook friends and offer discount coupons which we advertise on our Facebook page only. These coupons will allow the bearer to off set percentage off the retail website price of their order. * FaceBook Coupon Codes cannot be redeemed for cash * FaceBook Coupon Codes are for use with online orders on Urbanfrog.ie only * FaceBook Coupon Codes will have a set expiry date which will be advised with release of coupon * FaceBook Coupon Codes are fully automated and will work if entered correctly, Urbanfrog cannot apply coupon after a sale has been completed - In the event that you cannot get your code to work please do not complete your order and contact us for assistance.