FAQ

When you view a product page, always check the Size Guide section. You will find all the info relating to the conversion to use directly there. If there are particular fits, this info will be indicated in the Size&Fit

When the request for a shoe model is very high compared to the actual availability of the product, we choose to make the purchase of the product available through an extraction system. Those interested in the product will be able to register for the raffle by following the rules published on our social networks, if the profile is deemed suitable and the rules have been respected, the customer can be extracted by winning the right to purchase.

You can pay by credit or debit card, Postepay and American Express. You can use Paypal either with your account or by linking a card to your account. Using Klarna or Scalapay you can pay by card by dividing the total expense into three installments

Nope. Cash on delivery is never possible

Klarna and Scalapay are payment services that allow you to pay for your order in three installments and without interest. The first installment will be deducted upon checkout, the next two installments will be deducted monthly.

Shipments to Italy generally take 24-48h except for delays that do not depend on us. Exceptions are the Islands and disadvantaged areas for which the courier takes up to 72 hours for delivery. In Europe, standard shipments take from 48h to 72h with standard courier, Express courier takes 24-48h. The rest of the world has a minimum waiting time of 48h, which varies according to customs activities.

You will receive updates on the status of your shipment when it leaves. If you have entered an incorrect e-mail or due to a technical problem you are unable to receive messages, you can write to us in chat during office hours or send us an e-mail to shopmanager@urbanstaroma.com

If you ordered online and you live/are in the Rome area, you can choose in-store pickup as the shipping method. In-store collection is always free and allows you to collect (or return) your package in our physical store in via Enrico Fermi 91-93, 00146 Rome, from the following working day. Always check the opening hours before setting out.

Almost. We ship with Express service to most countries worldwide. To find out the exact list, consult the section Shipping

In Italy we use TNT-FedEx. In Europe, standard shipments are operated by FedEx, both Standard and Express. Standard shipments may be operated also by GLS. Extra EU shipments that require customs clearance are processed with FedEx, shipments to the United Kingdom can be handled with both FedEx and DHL

If you have already contacted the courier and he has confirmed the loss of the package, you can contact us. It is our concern to check the status of your shipment directly with the courier for any ongoing problems. In the event of signature rejection or lost package, the times and methods for opening a claim depend on the individual courier. In case of confirmation by the courier of the untraceable package, at the end of the search, a full refund of the order will be made, including shipping costs.

Return is not free of charge. The return fees will be calculated directly by our returns management system. Generally the costs are 5€ for Italy and from 10€ for Europe and will be deducted directly at the time of the refund.

In case of partial return, if the customer has paid the shipping costs, these will not be refunded. As required by the Consumer Code, art. 56 (https://www.codicedelconsumo.it/parte-iii-artt-33-101/)., the refund issued is equal to the total amount spent, possibly including shipping costs incurred for the initial order; In case of partial return, if the customer has paid the shipping costs, these will not be refunded. Exceptions are some cases in which the customer may have refused the parcel for unjustified reasons and parcels which may have customs duties to pay when returning from abroad. For more info contact our customer service on Whatsapp or via email.

Returns are always possible within 15 days of delivery of the package. The return will be fully refunded only if the products return intact, unworn, and with the tags still attached.

Products eligible for refund are processed when the package is returned. The refund process starts after the return has been processed, which can take up to 24-48 hours from the arrival of the parcel at the site. The money will be refunded via the same method of payment used within the banking timeframe provided by your credit institution or by issuing a voucher to be spent on the website

Customers who choose to have their parcel delivered to a UK address will purchase the product paying 20% ​​UK VAT. The package is shipped with FedEx and passes through normal customs controls. The invoice enclosed with the package is a PVA invoice with zero VAT. The customer will never have to pay VAT to import the package. Customs duties depend on the value of the imported goods: total £135 customs duties are paid by the recipient.

Generally, yes. Our shipments are always DDU (Delivery Duty Unpaid), except for customs rules based on agreements between your country and Italy for duty exemption, the cost of customs clearance and VAT are always charged to the customer. recipient if provided.

Yes. If the products ordered are eligible for an FTA invoice, the same is automatically produced with the wording at the end of the invoice and the signature.

All orders placed from non-EU countries will have a completely Tax Free total at checkout.

We are looking for innovative websites and blogs anywhere in the world - especially specializing in fashion, lifestyle, beauty and design - for our global affiliate program and to promote all of our products, allowing you to earn commissions every time a purchase is made. Signing up is simple and free, and as a member of the program you will receive a commission every time your visitors make a purchase on Urbanstaroma.com. To become an affiliate of URBANSTAR, you can sign up for the affiliate program on Webgains by acceding the terms and conditions of the program with no setup fee.

Writing for #URPEOPLE will give you the opportunity to be part of our community, to be able to share your passion with a new and large audience at no cost. Join the "zero" issue of the #URPEOPLE project, the new FANZINE dedicated to the URBANSTAR community. Following the example of the calls for articles of the main international magazines and sector blogs, it will therefore be possible to send your article using the form or via the email editorial@urbanstaroma.com , from which a dedicated editorial team will evaluate the articles.