Got questions? We’ve got answers.
Everything you need to know about orders, delivery, exchanges and returns at Urban Monkii.
Orders & Delivery
1. Do you deliver across Pakistan?
Yes. Urban Monkii delivers orders across all over the Pakistan.
2. How long does delivery take?
Orders are typically processed within 2–4 business days. After processing, delivery usually takes 3–7 business days, depending on your location and courier service.
3. How long does it take to process my order?
Orders are generally processed within 2–4 business days. Orders placed on weekends or public holidays are processed on the next working day.
4. Can delivery take longer than expected?
Yes. Delivery times are estimates and may be affected by courier delays, weather, public holidays, high order volumes, incorrect address details or other unforeseen circumstances.
5. How can I track my order?
Once your order is dispatched, Urban Monkii may provide courier and tracking information through SMS, WhatsApp, email or other available communication channels.
6. Do you offer Cash on Delivery?
Yes, Cash on Delivery (COD) is available. Customers should remain available at the provided address and ensure their phone number is reachable during delivery.
7. What happens if I provide the wrong address?
Customers are responsible for providing accurate delivery information. Delays, failed deliveries or additional charges resulting from incorrect or incomplete information may be the customer's responsibility.
8. What happens if I don't receive my parcel?
If a parcel is returned because of customer unavailability, an incorrect address, repeated failed delivery attempts or refusal to receive the order, additional delivery or re-shipping charges may apply.
Exchanges & Returns
9. How many days do I have to request an exchange or return?
You can request an exchange or return within 15 days of receiving your order, subject to our eligibility conditions.
10. What condition must the product be in?
The product must be:
- Unused and unworn
- Unwashed
- In its original condition
- With all original tags and labels attached
- In its original packaging/poly bag and accessories, where applicable
11. Can I exchange my order if the size doesn't fit?
Yes. You can request a size exchange within 15 days of receiving your order, provided the product meets our exchange conditions.
Size exchanges are subject to product and size availability.
12. Can I exchange my product for a different product?
Yes. You may request an exchange for another product within the eligible period.
If the replacement product costs more, the price difference may be payable by the customer. If it costs less, the difference will be handled according to Urban Monkii's refund policy.
13. What if I receive the wrong item?
If you receive an incorrect item due to an error on our part, please contact us as soon as possible.
After verification, Urban Monkii will arrange the appropriate exchange process.
Please keep the item unused, unwashed, with its original tags and packaging.
14. What if my product arrives damaged or defective?
Please contact us promptly after receiving the order.
We may request photos or videos of the product and packaging to verify the issue. Once verified, Urban Monkii may provide an exchange or replacement, subject to product availability.
15. Can I return a product if I simply don't want it anymore?
Yes, you may request a return within 15 days of receiving your order, provided the product meets all return conditions.
16. How do I request an exchange or return?
Simply:
Contact Us → Get Return Instructions → Pack the Product → Send It Back → Inspection → Exchange/Refund
Please contact Urban Monkii before sending any product back so our team can provide the correct return instructions and address.
17. Who pays the return shipping charges?
For a wrong size or product selection by the customer, return/exchange shipping costs will generally be the customer's responsibility.
If Urban Monkii sends the wrong item, or in the case of a verified damaged/defective product, shipping arrangements will be handled according to the outcome of the verification process.
Refunds
18. How will I receive my refund?
For approved returns, refunds will be issued through an available payment method agreed upon with the customer, which may include:
- Bank Transfer
- Easypaisa
- JazzCash
19. How long does a refund take?
The refund processing time is 5–10 working days after approval.
20. Will delivery or return charges be deducted from my refund?
Any applicable delivery, return or other charges will be handled according to Urban Monkii's applicable refund terms.
Important
23. Can I return a washed or worn product?
No. Products that have been worn, washed, altered or damaged may not be eligible for exchange or return.
24. Can promotional products be exchanged or returned?
Certain promotional campaigns may have separate exchange and return conditions. Please check the terms of the relevant promotion before purchasing.
25. Should I keep my courier receipt?
Yes. We recommend keeping your courier receipt and tracking information until your exchange or return has been completed.