FREQUENTLY ASKED QUESTIONS

RETURNS
RETURNS

RETURNS

Your Question Here

Your answer here

How do I return a product?

Step 1: Register Your Return Log in to My Pages and select “Return.” Mark the product(s) you want to return and provide a reason. If you experience any issues, email warehouse@urbanpioneers.no with the same information. We accept communication in Norwegian, Swedish, and English. Step 2: Prepare Your Item(s) Pack the product(s) in their original packaging, ensuring all tags remain attached. Step 3: Send the Package Attach the prepaid return label and deliver the package to your nearest Bring/Posten post office. If you didn’t receive a return label or have misplaced it, email warehouse@urbanpioneers.no and we’ll provide a new one. Norwegian, Swedish, and English are accepted languages. Step 4: Refunds and Exchanges For exchanges, please place a new order. Refunds for returned items are processed through Klarna.

I can’t access my order because of an email issue

If you can’t access your order because the email doesn’t match, please contact us at warehouse@urbanpioneers.no . Include your full name, order number, and the correct email address, and our team will help update your details. We accept inquiries in Norwegian, Swedish, and English.

Do I have to pay to return my order?

Yes, we offer free returns using the prepaid return label included with your order. Simply attach the label and deliver the package to your nearest Bring/Posten post office.

How do I exchange an item for another size?

We don’t offer direct exchanges. To get a different size, please return the item for a refund and place a new order with the correct size. Refunds are processed through Klarna once your return has been received and processed.

Return Processing Time

Once your return arrives at our warehouse, it usually takes 5–10 business days to process. After processing, your refund will be issued through Klarna, and you’ll receive a confirmation email.

How long does it take to get my refund?

Refunds are issued once your return has been processed at our warehouse, typically within 5–10 business days. The refund will be made through Klarna, and you’ll receive a confirmation email as soon as it’s completed.

How long does it take for my invoice to update?

Your Klarna invoice will be updated automatically once we have processed your return, usually within 5–10 business days after the package reaches our warehouse. Klarna will send you a confirmation as soon as the adjustment is completed.

What happens to my free gift if I return an item?

If your order included a free gift, it must be returned along with the purchased item to qualify for a refund. Free gifts cannot be kept separately when returning a product. Please ensure the gift is in its original condition and packaging.
ORDERS & SHIPPING
ORDERS & SHIPPING

ORDERS & SHIPPING

How long does delivery take?

Orders are usually processed and shipped within 1–3 business days. Delivery times depend on your location but typically take 2–7 business days. You’ll receive a confirmation email with tracking information once your order is dispatched.

When will my order be shipped?

Orders are processed within 1–3 business days. After processing, your items are shipped, and you’ll receive a tracking number via email.

How can I track my order?

Once your order has shipped, a tracking number will be sent to your email. You can use this number on the carrier’s website (Bring/Posten) to follow your package.

I haven’t received an order confirmation?

First, check your spam or junk folder. If you still haven’t received it, email warehouse@urbanpioneers.no with your full name and order details. We will help you locate your order. Norwegian, Swedish, and English are accepted.

Do you ship internationally?

Currently, we ship to Norway and Sweden. For any other destinations, please contact us at warehouse@urbanpioneers.no to check availability.

What shipping options are available?

We use Bring/Posten for all deliveries. Standard shipping times are 2–7 business days, depending on your location. Tracking information is provided for all orders.

Can I combine multiple orders into one shipment?

We are unable to combine orders once they have been placed. Each order is processed and shipped separately to ensure fast delivery.

What should I do if my package is lost or delayed?

If your package hasn’t arrived within the estimated delivery time, please contact warehouse@urbanpioneers.no with your order number and tracking information. We will investigate and assist you.

Are there shipping costs, or is delivery free?

Shipping is calculated at checkout. Free standard shipping may apply for orders over a certain amount—please check our website for current offers.