I want to change my order
Changing your address
We're pretty quick at getting your order out the door, so once your order has been placed, our customer support team is unable to make any changes to your delivery address.
Changing the products you've ordered
Once you've placed your order, we're unable to make any amendments to the items you've purchased. This includes size changes and color changes. If you need to change your order, you'd need to follow our return process.
I want to cancel my order
Once your order is placed, it is locked into our warehouse system preparing to dispatch. So unfortunately we are unable to cancel your order once the order is placed.
I have received a defective item.
In the event you have received a defective item, please contact us immediately with the following information:
- Your order number
- Which item is damaged
- A description
- Photographic evidence
If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support! You must label the subject line "Attn: Customer Service/Damaged Order"
All claims for parcels arriving damaged must be made within 7 days of the delivery date.
Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement.
Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.
Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.
Can you deliver to P.O. Box's?
YourHolyDeal can deliver to PO Box's, but only on a standard mail service. Parcels sent with a courier service (DPD or DHL) must be delivered to a residential address or place of work.
*If you're delivering to a place of work, please ensure the company name is on the delivery address.
My parcel is marked delivered, but I haven't received it.
If your tracking states your package has been delivered, but you have not received it. Please first check with any surrounding neighbors for anyone who may have accepted the parcel on your behalf.
If you had your URBYSTORE order delivered to a workplace, please check with all employees who may have accepted the parcel.
Couriers may update the tracking as delivered prior to delivery, so please allow up to 24 hours before assuming the parcel is lost. If after this period, you're still unable to locate your order, contact our support team with your order details and we'll do all we can to help out.
*All lost parcel claims must be made within 14 days of the expected delivery date.