FREQUENTLY ASKED QUESTIONS
Find answers to the most common questions about our products, shipping, and customer service.
SHIPPING & DELIVERY
How long does shipping take?
Shipping typically takes between 1 to 3 business days after processing, depending on your location. We strive to process and ship orders as quickly as possible.
Do you offer international shipping?
We currently ship within Belgium and Netherlands only. Expansion to other regions will be announced in the future.
How much does shipping cost?
Standard shipping within Belgium costs €4.95. However, shipping is free for all orders of €60 or more. The shipping cost is automatically calculated at checkout based on your order total.
Can I track my order?
Absolutely! Once your order has been dispatched, we’ll send you an email with the tracking number so you can follow your parcel every step of the way.
What happens if my package gets lost?
If your package is lost in transit, please contact us immediately. We’ll work with the shipping carrier to resolve the issue and, if necessary, send a replacement or issue a refund.
RETURNS & EXCHANGES
What is your return policy?
We offer a 30-day return policy on all items, provided the original tag remains attached. If you're not completely satisfied with your purchase, simply return the item in its original condition within the return period for a refund or exchange. More details can be found on our return policy page.
How do I initiate a return?
To start a return, contact us at returns@urban-thrift.com with your order details. We’ll provide you with instructions and a return shipping label if necessary. Once we receive the item, we’ll process your refund or exchange.
Can I return sale items?
Yes, sale items can be returned as long as they meet our return policy guidelines (within 30 days, original tags attached, and in original condition).
How long does it take to process a return?
Once we receive your returned item, we aim to process your refund or exchange within 5-7 business days. Refunds will be credited to your original payment method.
PRODUCT INFORMATION
Are all items pre-owned?
No, sometimes we find pieces with their original label attached to it. When this is the case, we leave it on.
However, most of our products are pre-owned, handpicked, and carefully curated. We focus on high-quality, branded vintage items that still have plenty of life left in them.
How do you grade your products?
We grade our items to provide transparency about their condition:
- Grade A: Excellent condition, barely worn, no visible flaws.
- Grade B: Good condition with minor wear, small imperfections possible.
- Grade C: Noticeable wear, visible marks or flaws but still wearable.
- Grade D: Heavily worn with significant flaws or damage.
Do you sell unisex clothing?
Yes, many of our items are unisex! Vintage clothing often has a relaxed, gender-neutral fit, and we encourage everyone to shop based on style and personal preference rather than labels.
Are the sizes true to today's standards?
Vintage sizing can differ from modern standards. We do our best to estimate sizes accurately based on the item's cut, fit, and original measurements. Use the Size Guide to compare with items you already own. If in doubt, feel free to reach out.
What brands do you carry?
We specialize in Carhartt and Dickies. However, our collection is ever-changing, so check back often for new arrivals. In the future we plan to add more iconic brands to our collections.
PAYMENT & ORDERS
What payments methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express), PayPal, and various secure online payment options like Apple Pay and Google Pay.
Make sure to check if we accept your local payment option as well. (We do accept Bancontact, for Belgian customers.)
Can I cancel my order?
Yes, you can cancel your order within 24 hours of placing it. If your order has already been shipped, you’ll need to follow our return process to send it back.
How do I know my order went through?
Once your order is placed, you’ll receive a confirmation email with all the details. If you don’t receive this email, check your spam folder or contact our support team for assistance.
What should I do if I receive the wrong item?
We apologize for any mix-up! If you receive the wrong item, please reach out to us as soon as possible. We’ll arrange for the correct item to be sent to you and cover any return shipping costs.
What if my item is damaged or doesn't match the description?
If you receive an item that is damaged or not as described, please contact us within 7 days of receiving it. We’ll arrange a return and offer a refund or exchange at no extra cost to you.
SUSTAINABILITY & PRE-OWNED FASHION
Why shop pre-owned?
Buying pre-owned clothing is a sustainable choice that helps reduce waste and minimizes the environmental impact of fashion production. It also allows you to find unique, high-quality pieces at great prices while contributing to a circular fashion economy.
Is pre-owned clothing hygienic?
Absolutely! We clean and inspect every item before it goes up for sale, ensuring it’s ready to wear. However, it is advised to give your piece a wash to make it smell fresh.
How does buying vintage help the environment?
Buying vintage reduces the demand for new clothing production, which is often resource-intensive. By giving clothes a second life, you’re helping to minimize textile waste and reduce carbon emissions.
SECURITY & PRIVACY
Is my personal information secure?
Yes, we use industry-standard encryption and security protocols to protect your personal and payment information. Your privacy is a top priority, and we never share your data with third parties without your consent.
Do you store my payment information?
No, we do not store your payment details. All transactions are processed securely through our payment provider, ensuring your sensitive information is kept safe.
CUSTOMER SUPPORT
How can I contact customer service?
You can easily reach our customer support team via info@urban-thrift.com or through the contact form on our website. We aim to respond to all inquiries within 24 hours. Whether you have questions about an order, returns, or general information, we're here to help!
What are your customer support hours?
We are flexible in our business hours. Once we receive your mail, we will try to respond as soon as possible.
Can I leave a review for my purchase?
Yes, we love hearing from our customers! After you’ve received your order, you’ll have the option to leave a review on the product page. Your feedback helps us and future customers!
We hope this FAQ page helps answer all your questions! If you still need assistance, don’t hesitate to reach out to us. We're always here to help!
