Faq

WHAT IS PSD2?

PSD2 IS A NEW EUROPEAN LEGISLATION APPROVED WITH THE PURPOSE OF MAKING ONLINE PAYMENTS MORE SECURE. THE REGULATION WILL APPLY TO CUSTOMERS FROM THE EUROPEAN ECONOMIC AREA (EEA) AND TO CUSTOMERS USING BANK ACCOUNTS DOMICILIATED IN THE EU. WHEN YOU PLACE AN ORDER TO CHARGE A PAYMENT CARD, YOUR BANK MAY ASK YOU TO CONFIRM YOUR IDENTITY THROUGH A 3D SECURE AUTHENTICATION.

WHAT ARE THE STEPS OF PAYMENT FOR AN ORDER?

IT IS POSSIBLE THAT WHEN PLACING AN ORDER FROM EUROPE, YOUR BANK WILL TRANSFER YOU TO A 3D SECURE AUTHENTICATION. THERE ARE MANY WAYS TO AUTHENTICATE ONLINE PAYMENTS AND YOU MAY BE ASKED TO CONFIRM YOUR IDENTITY VIA SMS, EMAIL OR TOUCH ID. AFTER YOUR PAYMENT HAS BEEN AUTHENTICATED AND YOUR ORDER HAS BEEN PLACED, YOU WILL BE TRANSFERRED BACK TO THE CONFIRMATION PAGE. YOU WILL RECEIVE AN EMAIL AS SOON AS THE ORDER HAS BEEN CONFIRMED.

HOW DOES THE BANK CONFIRM MY IDENTITY?

FOR FURTHER INFORMATION ON THE 3D SECURE AUTHENTICATION PROCESS YOU CAN CONTACT YOUR BANK. MAKE SURE THAT THE CONTACT INFORMATION YOU SUBMIT TO THE BANK IS CORRECT, BECAUSE AUTHENTICATION MAY INVOLVE THE USE OF SMS OR EMAIL.

I CAN’T PLACE AN ORDER, WHAT SHOULD I DO?

IF SOMETHING DIDN’T WORK YOU CAN CONTACT OUR CUSTOMER SERVICE.

I HAVE OTHER QUESTIONS ABOUT PAYMENTS, WHO CAN I CONTACT?

OUR CUSTOMER SERVICE CONSULTANTS WILL BE HAPPY TO ANSWER ALL YOUR QUESTIONS.

DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

BEFORE PROCEEDING WITH PAYMENT, YOU CAN ALSO PAY WITHOUT AN ACCOUNT

DO I NEED TO ACCESS THE SITE TO SEE THE ORDER DETAILS?

YES, TO SEE THE DETAILS OF YOUR ORDERS YOU MUST ACCESS THE SITE, ENTER THE MY ACCOUNT PAGE AND THEN CLICK ON THE ‘ORDERS’ SECTION.

DOES MY INFORMATION REMAIN CONFIDENTIAL?

FOR FURTHER INFORMATION VISIT OUR PRIVACY POLICY SECTION.

IS USING A CREDIT CARD ON THEURBANSOCIETY.IT SAFE?

ALL ONLINE TRANSACTIONS MADE ON THIS SITE ARE SECURE. FOR FURTHER INFORMATION YOU CAN VISIT OUR TERMS AND CONDITIONS.

HOW MUCH IS SHIPPING?

SHIPPING IS FREE TO THE MAIN COUNTRIES OF THE EUROPEAN UNION

ARE TAXES AND CUSTOMS DUTIES INCLUDED IN THE SHIPPING COSTS?

WE OFFER DDP SHIPPING (CUSTOMS DUTY PAID) TO SOME COUNTRIES. THIS MEANS TAXES, DUTIES AND OTHER IMPORT CHARGES ARE INCLUDED FOR SHIPMENTS TO COUNTRIES IN THE EUROPEAN UNION, NEW EUROPE, SWITZERLAND, JAPAN, SOUTH KOREA, HONG KONG SAR, CANADA, MAINLAND CHINA, SINGAPORE, AUSTRALIA, BAHRAIN , TAIWAN REGION, THAILAND, UNITED ARAB EMIRATES AND THE UNITED STATES. SHIPMENTS TO DDU COUNTRIES (CUSTOMS DUTIES NOT INCLUDED) MAY BE SUBJECT TO CUSTOMS DUTIES, CHARGES AND OTHER TAXES, WHICH ARE TOTALLY PAID BY THE CUSTOMER AND WHICH WILL NOT BE REFUNDED BY PALM ANGELS.

WHICH PAYMENT METHODS ARE ACCEPTED?

– ALL DEBIT CARDS

– PAYPAL (TO CREATE A PAYPAL ACCOUNT CONNECT TO THE PAYPAL.COM WEBSITE);

WHY WAS MY PAYMENT REFUSED?

EVEN AFTER AUTHORIZATION, IT IS POSSIBLE THAT A TRANSACTION IS NOT SUCCESSFUL. IF THE TRANSACTION IS NOT SUCCESSFUL AFTER AUTHORIZATION THE FUNDS ARE STILL FROZEN IN YOUR BANK ACCOUNT. EVEN IN THE ABSENCE OF THE CHARGE, IT MAY APPEAR THAT THEY HAVE BEEN COLLECTED. IT SHOULD BE EMPHASIZED THAT AFTER AUTHORIZATION, THE FREEZING MAY LAST UP TO 30 WORKING DAYS BEFORE BEING CANCELLED. THE EXACT TIME DEPENDS ON THE BANK AND PAYMENT SERVICE PROVIDER.

THE REASONS WHY A TRANSACTION MAY NOT BE SUCCESSFUL CAN SIMPLY BE:

– THE CARD USE LIMIT HAS BEEN REACHED

– THE CARD INFORMATION ENTERED IS WRONG

– THE MAXIMUM NUMBER OF CHARGES ALLOWED DURING THE PERIOD HAS BEEN REACHED

– THE BILLING ADDRESS DOES NOT MATCH THE DATA RELATING TO THE CARD HOLDER

– THE CARD DOES NOT ALLOW INTERNATIONAL TRANSACTIONS

– THE CARD DOES NOT ALLOW ONLINE TRANSACTIONS

– IN SOME COUNTRIES IT MAY BE NECESSARY TO CONTACT YOUR BANK TO AUTHORIZE ONLINE, INTERNATIONAL OR CROSS-BORDER TRANSACTIONS MADE WITH YOUR CREDIT CARD.

IN OTHER CASES THE REASONS ARE LESS OBVIOUS AND MAY RELATE TO THE INCREASINGLY STRONG FRAUD PREVENTION MEASURES OR OTHER SECURITY MEASURES IMPLEMENTED BY CREDIT CARD ISSUERS TO PROTECT HOLDERS FROM FRAUDULENT USE OF THE CARD.

WHICH CURRENCIES CAN I USE FOR PURCHASES?

PAYMENTS AND REFUNDS ARE ALL MADE IN EUROS (EUR).

HOW CAN I RETURN AN ORDER?

WE OFFER ALL CUSTOMERS A FREE DELIVERY SERVICE AVAILABLE FOR THE RETURNS OF PRODUCTS, EXCEPT IN RELATION TO CERTAIN TYPES OF PRODUCTS, AS SPECIFIED IN OUR RETURNS POLICY.

YOU HAVE 14 DAYS FROM RECEIVING THE ORDER TO RETURN THE PRODUCTS TO US. WE STRONGLY RECOMMEND YOU BOOK YOUR FREE RETURN WITHIN 7 DAYS OF RECEIVING YOUR ORDER TO ENSURE IT ARRIVES ON TIME.

TO BOOK A RETURN COLLECTION:

REQUEST IT DIRECTLY BY SENDING AN E-MAIL TO INFO@THEURBANSOCIETY.IT AND VIA E-MAIL WE WILL SEND YOU A RETURN GOODS AUTHORIZATION NUMBER (RMA), CONFIRMATION OF THE COLLECTION TIME AND ADDRESS, A RESERVATION REFERENCE NUMBER AND THE DOCUMENTS NECESSARY FOR THE RETURN. PRINT THE AIR CAR BILLET WHICH MUST BE ATTACHED TO THE OUTSIDE OF THE PACKAGE. THERE WILL ALSO BE A COPY TO BE DELIVERED TO THE COURIER.

DO NOT SEAL THE PACKAGE BEFORE THE DRIVER HAS CHECKED THE CONTENTS. YOU CAN REQUEST FURTHER INFORMATION AT INFO@THEURBANSOCIETY.IT.

HOW ARE REFUNDS PROCESSED?

AFTER YOUR RETURN HAS ARRIVED IN OUR WAREHOUSE AND ACCEPTED BY OUR QUALITY CONTROL TEAM, YOUR REFUND WILL BE PROCESSED USING THE SAME PAYMENT METHOD ORIGINALLY USED. THE REFUND INCLUDES THE TOTAL PRICE OF THE PRODUCTS BUT NOT THE SHIPPING COSTS.

WHAT IS A PRE-ORDER?

A PRE-ORDER REPRESENTS THE RESERVATION OF AN ITEM WHICH IS NOT YET FOR SALE, BUT WILL SOON BE AVAILABLE. THE ITEMS INSERTED IN THE PRE-ORDER ARE SHIPPED WHEN THE PRODUCTS ARRIVE IN WAREHOUSE BY THE DATE INDICATED ON THE ITEM PURCHASE PAGE. WHEN YOU MAKE A PRE-ORDER PURCHASE, YOUR CREDIT CARD WILL BE CHARGED AT THE TIME YOU PLACE THE ORDER. IF A PURCHASE INCLUDES AVAILABLE ITEMS AND PRE-ORDER ITEMS, SHIPPING WILL TAKE PLACE IN 2 DIFFERENT TIMES: AVAILABLE GOODS WILL BE SHIPPED USING STANDARD SHIPPING METHODS, WHILE AVAILABLE PRE-ORDER ITEMS WILL BE SHIPPED AS SOON AS AVAILABLE.

CAN I CHANGE THE SHIPPING ADDRESS AFTER THE ORDER?

NO, THE SHIPPING ADDRESS CANNOT BE MODIFIED. YOU CAN REQUEST FURTHER INFORMATION AT INFO@THEURBANSOCIETY.IT

HOW CAN I TRACK MY ORDER?

WHEN THE ORDER IS DELIVERED TO THE COURIER, CUSTOMERS RECEIVE AN EMAIL FROM THE COURIER WHICH SHOWS THE TRACKING NUMBER (AWB) OF THE SHIPMENT. TO LOCATE THE ORDER, CUSTOMERS CAN VISIT THE COURIER’S WEBSITE AND INSERT THE AWB NUMBER IN THE DEDICATED SECTION.

WHERE CAN I FIND INFORMATION ON SIZES AND FIT?

TO SEE THE CONVERSION TABLE CLICK ON THE SIZE TABLE BUTTON ON THE PAGE OF EACH ITEM. THE MEASUREMENTS OF THE MODEL ARE ALSO PRESENT. FOR FURTHER INFORMATION YOU CAN CONTACT US AT INFO@THEURBANSOCIETY.IT