Returns & Complaints

Please send us a picture as soon as possible to customercare@urbannatureculture.com with your explanation and order information.

2. Other reason? Follow our checklist:

• Log in to your account (top right) and create a return
• After confirmation, please send your return shipment
• We do not offer a free return label due to the environmental impact of return shipments
• Our recommended shipping service within the Netherlands: PostNL
• Send the parcel prepaid to: urbannatureculture.com, Dep. Returns UNC, Vredeweg 46, 1505 HH, Zaandam, The Netherlands
• After correct receipt of your return, we will refund the purchase amount within 14 days via the original payment method

Logging in to your account

Logging in to your account is easy:
• Click on “Account” at the top of our website
• Enter the email address used to place your order
• You will receive a login code by email. Enter this code to gain access
You will then be logged in immediately. In your account, you can easily register a return shipment.

 

 

Despite every effort that we do to meet all of your needs, it can occur that you still have a complaint about our services. You can file a complaint by e-mail or by sending a letter to our customer service department. We will review the complaint and attempt to resolve the complaint to everyone's satisfaction. Send your complaint to customercare@urbannatureculture.com. If it relates to an order, please mention also your order id number and model number.

We will process your complaint within 5 working days of receipt.