Orders & Payments
Q: What payment methods do you accept?
A: We accept secure payments through PayPal.
Q: Are my payment details secure?
A: Yes, all transactions are processed through secure and encrypted payment systems.
Q: How can I change or cancel my order?
A: Please contact us at support@urbanjax.store within 2 hours of placing it. Once an order enters the fulfillment process, it cannot be canceled.
Q: What if I don’t receive an order confirmation?
A: Please check your spam folder. If you still don’t find it, email us with your full name and order details, and we will track it for you.
Q: Can I change my shipping address after placing an order?
A: You must contact us wwithin 2 hours of placing your order. Once the tracking is generated, we cannot change the address.
Shipping & Delivery
Q: Do you ship outside the United States?
A: No, we currently ship exclusively within the United States.
Q: How long does delivery take?
A: Delivery typically takes 4 to 6 business days after your order has been processed.
Q: How can I track my order?
A: Once your order ships, we will send a tracking number to your email address.
Q: Why is my tracking number not working?
A: Tracking numbers can take 24–48 hours to update after the carrier picks up the package from our facility.
Q: What if my package is delayed?
A: While shipping delays can occasionally occur with carriers, please contact us if your package has not arrived within the expected timeframe, and we will assist you.
Returns & Refunds
Q: What is your return policy?
A: We accept returns within 30 days of delivery. Items must be in their original, unused condition with all tags attached.
Q: Who pays for return shipping?
A: Return shipping costs are the responsibility of the customer unless the item received is defective or incorrect.
Q: How long does it take to get a refund?
A: Once we receive and inspect your return at our facility, please allow up to 7 business days for us to process your refund. Once we initiate the refund, the time it takes for the funds to reflect in your account depends on your payment provider’s standard processing times.
Q: What if I receive a damaged or wrong item?
A: Please email us at support@urbanjax.store within 48 hours of delivery with photos of the item, and we will resolve the issue immediately at no extra cost to you.
Products & Care
Q: How do I choose the right size?
A: Please use our Sizing Guide on the product page. We recommend measuring a jacket you already own that fits you perfectly.
Q: How should I care for my leather jacket?
A: We recommend professional leather cleaning. Store your jacket in a cool, dry place and avoid direct heat or sunlight.
Q: Are your jackets made of real leather?
A: Yes, we use high-quality materials. Specific details about the leather type are mentioned in each product description.
Q: Can I request a custom design or size?
A: Currently, we offer our collection as listed on our store. We do not provide custom tailoring services at this time.