FAQs


My Orders 

How do I know if my order was successful?

If you’re not sure whether your order was successfully placed, please check your email inbox and spam folder for an order confirmation. If you are still unsure, please contact US on info@urbanshepherdsboots.com or by phone on: (+34) 603199498/931793108 for further assistance.

Can I change or cancel my order?

Yes. If you wish to change your order before we ship, please contact us within 24 hours of placing your order at urbanshepherdsboots.com. Make sure to mention your order number and the products you want to cancel. Once your parcel has been booked in for collection, we are unable to cancel or make any changes. 

What do you need my ID number for?

We offer International shipping, and different countries have different custom policies. Lots of destinations require full information about recipients, and your ID number might be one of them. Not providing that information can result in package retention or return to sender. 

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Our Products

How do I check if an item is in stock?

For every single item on the website, you can find the available stock.

Will a certain item be restocked?

Our Models City, Country, Country City and Lake will always be re-stocked. The remaining models will not be re-stocked.

Can you process special/personal orders?

We are unable to place special orders for products we don’t carry as regular stock.

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Shipping & Delivery 

Do you deliver to my country?

We accept orders from the following countries: PORTUGAL, SPAIN, AUSTRIA, BELGIUM, DENMARK, FRANCE, GERMANY, ITALY, NETHERLANDS, SLOVAKIA, UK, GREECE, FINLAND, IRELAND, SWEDEN, SWITZERLAND, NORWAY, CANADA, SINGAPORE, ECUADOR, MEXICO, JAPAN, AUSTRALIA, SOUTH KOREA, NEW ZEALAND, TAIWAN and USA.

If your country is not in this list, feel free to contact us to evaluate your specific case.

Your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location.

What is the delivery time for my order?

Portugal and Spain: 1 – 2 days;

Europe: 2 – 5 days;

Other Countries: 5 – 8 days.

These timings are only guidance.

How much are the shipping costs?

  • PORTUGAL, SPAIN: free (only the first shipping fee. Exchanges or returns not included);
  • AUSTRIA, BELGIIUM, DENMARK, FRANCE, GERMANY, ITALY, NETHERLANDS, UK: free (only the first shipping fee. Exchanges or returns not included);
  • GREECE: free (only the first shipping fee. Exchanges or returns not included);
  • FINLAND, IRELAND, SWEDEN, SWITZERLAND: free (only the first shipping fee. Exchanges or returns not included);
  • NORWAY: free (only the first shipping fee. Exchanges or returns not included);
  • CANADA, SINGAPORE, ECUADOR, TAIWAN: €40;
  • MEXICO, USA: €45;
  • JAPAN, NEW ZEALAND, SOUTH COREA, AUSTRALIA: €50.

How do I know if my item has been dispatched?

Depending on payment and stock availability, all orders will be processed on the day of receipt, if received between 12h and 20h (hour of Spain). Your dispatch confirmation will be sent to the email address. The e-mail with dispatch information includes a track & trace code by the delivery company in order to track your parcel.

Can I track my item?

Yes, all deliveries are traceable. You can find your tracking number in the confirmation e-mail with the dispatch information. With this number you can track your parcel.

What if i'm not home when my item is delivered?

Normally the delivery companies we contract, or the corresponding carrier in your country of residence, will offer the delivery at your door two times. If they are still unable to obtain a signature from somebody at the address, then the parcel will be sent to the nearest depot of the corresponding carrier.

Can someone else sign for my delivery?

Delivery companies require somebody at the delivery address to sign for the package, but it does not have to be the addressee him or herself. The signature is electronically logged for security. We will take any signature at the address as proof of delivery.

Extra information.

We DO NOT ship orders on Sundays and Bank Holidays.

Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our control. We will do our best to inform you of any unexpected delay.

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Price & Payment 

Is it safe to order online?

Yes. We use industry standard SSL encryption to protect your details. Potentially sensitive information such as your address, name and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all payments, to ensure the authenticity of each card payment.

What are the payment options?

We currently accept PayPal. All transactions are handled by Mollie.

Can I use a different payment method?

No, we do not accept any other payment method other than these listed.

BTW/VAT details.

All items are subject to a Spanish VAT rate of 21%, which is already included in all quoted prices. 

I forgot to use my discount code. Can I get the discount code refunded?

A discount is valid for one year. You can always use the discount online but it cannot be refunded. 

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Returns 

Can I return any purchased items?

In the unlikely event you are unhappy with your received goods we will happily issue a replacement or refund, provided the item(s) is/are returned within 14 days of receipt, unworn, complete with all original tags, and in original and resalable condition.

I have received the wrong item?!

Oops. Contact us straight away with details regarding the matter, and we’ll sort it out!

How do I know you've received my returned goods?

We will send a confirmation email when we have received your returned goods. This process may take 1-3 days from the moment we have recieved the goods.

How do I return an item?

You just have to send them back to the following address: Calle Mercaders, 11 (local), 08003, Barcelona, Spain.

How should I return a product when the packaging is damaged?

All our products are always wrapped in sturdy plastic and cardboard boxes carrying our company name and logo. You may very well re-use this box, but if it inadvertently was ripped or torn, we kindly request you use your own wrapping material.

Who pays for return postage?

You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us. 

Can I return Aged by fire customize boots?

If a product is “Aged by Fire” for you on request, this also means that it is not for sale to another customer. Therefore it is not returnable. For this we ask your understanding.
Obviously, our goal is that you never want to return a custom made product. When we age a special pair of boots for you, we spent about half an hour, doing this work of great detail and without charging anything for it.
We will then ask you, before making your purchase, be sure of your size. For that we will ask you to measure your feet and compare it with our “Size Chart” presented with every product. If you still have any doubts about this, do not hesitate to contact us. We will help you to find your perfect fit!

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Refunds & Exchanges

Do you give refunds?

Yes we do. After you have returned your items properly, we will check your order and refund you your money as soon as possible.

I have been refunded the wrong amount, what do I do?

If you feel for any reason that we have incorrectly refunded you, do not hesitate to contact us.

How long does it take for me to get a refund?

As long as the returned items meet our refunds criteria, your refund will be with you 24-48 hours after your return is processed, depending on PayPal.

How long will it be before I get an exchange?

After receiving your return, we will check our stock with your request. If your size is not available anymore, we will contact you by e-mail via which you can choose another item or a refund. The overall expected time for an exchange can be up to 7 working days from us receiving the item.

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Sizing & Fit

How do I know my footwear size?

We provide with the EU shoe-size all the shoes we offer for sale. Other specific sizing info is provided in the Size Chart available for each style of Urban Shepherds Shoes.

Please, before you place your order, make sure you measure your feet first, that way we will check you chose the perfect size to enjoy your Urban Shepherds Boots from the first day!

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Complaints & Questions

Complaints or questions?

You can send your complaints or feedback to info@urbanshepherdsboots.com. We will do our utmost to acknowledge and help you within 24 hours.