Last Updated: September 1, 2026
Welcome to the Urban-Bag FAQ. Here you can find answers to common questions about our products, orders, payments, shipping, returns, and refunds.
General Questions
1. What is Urban-Bag?
Urban-Bag is an online store offering a selection of women’s handbags designed for everyday use and different personal styles.
Our goal is to provide customers with a simple, transparent, and reliable online shopping experience.
2. Where is Urban-Bag located?
Urban-Bag is based in France.
Business Address:
16, Rue Charles Gounod
MONTMAGNY, Val d’Oise 95360
France
3. How can I contact Urban-Bag?
You can contact our customer support team using:
Email: support@urban-bag.com
Phone: +33 7 67 27 53 11
We are happy to help with questions about products, orders, shipping, returns, refunds, and payments.
Products & Orders
4. What types of products does Urban-Bag sell?
We offer a variety of women’s handbags, including different styles such as shoulder bags, crossbody bags, satchels, structured handbags, clutch-style bags, and other everyday handbag designs.
5. How can I place an order?
To place an order:
- Select the product you would like to purchase.
- Add it to your shopping cart.
- Proceed to checkout.
- Enter your shipping and billing information.
- Complete payment securely through Stripe.
- You will receive an order confirmation after your purchase is successfully completed.
6. Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at support@urban-bag.com.
Because orders may begin processing shortly after they are placed, we cannot guarantee that a cancellation or change will be possible once processing has started.
Payment
7. What payment method does Urban-Bag accept?
Urban-Bag accepts online payments securely through Stripe.
8. Is my payment information secure?
Payments are processed through Stripe’s secure payment infrastructure. Urban-Bag does not directly store your complete payment card details on our website.
For more information, you can visit Stripe’s official website.
9. What happens if my payment is declined?
If your payment is declined, please check your payment details and try again. You may also contact your card issuer or use another eligible payment method.
If you continue experiencing difficulties, contact us at support@urban-bag.com.
Shipping & Delivery
10. How long does it take to process my order?
Our standard order processing time is 0–1 business day, Monday through Friday.
11. What is the order cut-off time?
Our order cut-off time is 5:00 PM (GMT / UTC+0).
Orders placed after the cut-off time may be processed on the next business day.
12. How long does delivery take?
Our estimated delivery time is:
- Processing: 0–1 business day
- Transit: 2–4 business days
- Estimated total delivery: 2–5 business days
These are estimated business-day delivery times and may vary due to circumstances outside our control.
13. How much does shipping cost in France?
For orders shipped within France:
- Orders under €200: €4.99 flat-rate shipping
- Orders of €200 or more: Free shipping
The applicable shipping cost will be displayed during checkout before payment.
14. Can delivery be delayed?
Although we work to meet our estimated delivery times, delays can occasionally occur because of carrier disruptions, severe weather, public holidays, transportation issues, or other circumstances outside our control.
Returns & Refunds
15. Do you accept returns?
Yes. Urban-Bag accepts eligible returns within 30 days of delivery.
16. What condition must a returned product be in?
Products must be returned in new and unused condition and should be suitable for resale.
Products that have been used, damaged, stained, altered, or returned in an unsuitable condition may not qualify for a refund, subject to applicable consumer rights.
17. How do I request a return?
Please contact us before sending a product back.
Send your request to:
Email: support@urban-bag.com
Phone: +33 7 67 27 53 11
Please include your order number and information about the product you wish to return.
18. How long does it take to receive a refund?
Once an eligible return has been received and approved, Urban-Bag will process the refund within 7 days.
The time for the money to appear in your account may vary depending on your bank or payment provider.
19. How will I receive my refund?
Approved refunds are normally issued to the original payment method used for the purchase.
20. What if I receive a damaged or incorrect product?
If your order arrives damaged, defective, or different from what you ordered, please contact support@urban-bag.com as soon as possible.
Please provide your order number and, where possible, photographs showing the issue so that we can review it and provide appropriate assistance.
Customer Support
21. How can I contact Urban-Bag about my order?
You can contact us through:
Urban-Bag
Email: support@urban-bag.com
Phone: +33 7 67 27 53 11
Address: 16, Rue Charles Gounod, MONTMAGNY, Val d’Oise 95360, France
Please include your order number when contacting us about an existing order so that we can assist you more efficiently.
22. Where can I find your other policies?
You can review the relevant information on our website, including our Shipping Policy, Return & Refund Policy, Payment Policy, Privacy Policy, and Terms & Conditions.
At Urban-Bag, we aim to keep our policies and customer information clear, accessible, and transparent.