FAQs

What materials do you use for your products?
At Urban Masters, we are committed to sustainability and quality. Our clothing is made from 100% bio cotton, ensuring a premium feel, breathability, and durability while being eco-friendly.

Are your materials certified?
Yes! We take sustainability seriously and ensure our products meet the highest environmental and ethical standards. Our certifications include:

✔ GOTS (Global Organic Textile Standard) – Guarantees that our cotton is organically grown and ethically produced.
✔ GRS (Global Recycled Standard) – Ensures the responsible use of recycled materials.
✔ OEKO-TEX® – Certifies that our fabrics are free from harmful substances.
✔ PETA-Approved Vegan – Our products contain no animal-derived materials.
✔ Fair Wear Foundation – Ensures fair wages and safe working conditions for workers.

Why is bio cotton better?
Bio cotton is grown without harmful pesticides or synthetic fertilizers, making it better for the environment, farmers, and your skin. It also offers superior softness, durability, and breathability compared to conventional cotton.

How does Urban Masters contribute to sustainability?
Beyond using certified materials, we focus on ethical production, responsible sourcing, and minimizing our environmental impact, ensuring that fashion can be both stylish and sustainable.🌍♻️👕

Still have questions? Feel free to contact us!

At Urban Masters, we offer multiple secure and convenient payment options to ensure a smooth shopping experience. Below are our accepted payment methods:

iDEAL

Pay with Klarna & Pay in 3 instalments, 0% interest

iDEAL Pay in 3 instalments, 0% interest

Credit Cards

Bancontact

KBC/CBC Payment Button

Belfius Pay Button

Buy now, pay later with Riverty

Satispay

Need help with payments? Contact our support team for any questions or issues related to transactions.

We deliver the products from our warehouses (located in Germany , Sweden & The Netherlands, Luxembourg )

Europe ( 3-10 Days)

Belgium, France, Netherlands, Luxembourg : 4.99 EUR

At Urban Masters, we prioritize sustainability over speed. Our slower shipping process helps reduce carbon emissions by minimizing unnecessary transportation and optimizing eco-friendly delivery methods. By choosing mindful shipping, we take a step toward a greener planet—because great style shouldn’t come at the cost of the environment. Thank you for your patience and for supporting sustainable fashion. 🌍♻️

How can I return or exchange an item?
Returning or exchanging an item is simple! Just fill out our return form at https://urbanmasters.eu/return-policy/ and follow the instructions.

What is your return policy?

• Items can be returned within 14 days of receiving your order.
• Products must be unused, and in their original condition with tags attached.
• Return shipping costs may apply unless the item is faulty or incorrect.

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 business days. You’ll receive a confirmation email once it’s completed.

What if I received a damaged or incorrect item?
If you received a faulty or incorrect item, please contact our support team as soon as possible, and we’ll make it right.

For more details, check our full return policy at https://urbanmasters.eu/return-policy/.

Our warehouse typically takes between 5-7 business days to process a return after being received. Once the return has been processed by our warehouse a credit will be issued to your original payment method within 5-7 business days. In total this entire process can take up to 14 business days. Be sure to save your proof of postage until your return is completed.

A few issues could occur:

Did you get the notification ‘Payment failed’ after you went through the payment procedure? There are a few solutions: delete your cookies and cache data, use a different browser or use a different payment method. If this doesn’t solve the problem, please contact us.

If you have used a credit card that wasn’t linked to your shipping address, the ordered will be cancelled automatically for fraud prevention purposes. Depending on your payment method, you will receive the purchase amount within 1 to 5 days.

If the purchase amount has been deducted from your bank account and the order failed, then please contact us as soon as possible, so we can start processing your order. Please send us a screenshot of the payment and we will send you the product.

t can take up to two hours after you have placed your order for you to receive the confirmation email. Please also check your spam inbox.

If the payment has been processed and you haven’t received a
confirmation email after two hours, please get in touch with us via info@urbanmasters.eu

In order to process all orders quickly, we immediately send all orders to our warehouse to be picked, packaged and shipped. Once your order has been paid and processed, it is no longer possible to change the order.

Once your order is picked, it’s no longer possible to cancel or change the order. Please refuse the package at the door upon delivery. It will then be returned to our warehouse at our expense. Once the return has been processed in our warehouse, we will process your return and your purchase amount will be refunded.

Everybody makes mistakes! When you accidentally filled in the wrong address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed.

In order to guarantee fast processing, orders are sent to our warehouse immediately so they can be packed and shipped as soon as possible. Once your order is processed, unfortunately, it is no longer possible to make adjustments.

I am expecting a parcel but it has not been delivered. What happened?
We’re sorry to hear that your parcel hasn’t been delivered yet, but don’t worry! Always check the tracking link you’ve received via email. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.

Is the delivery address correct and is the estimated delivery time unchanged? Then please check your email to see if you received a note from your shipping company. The package may have been delivered to your neighbours’ or your delivery window may have been rescheduled.

In case there is an issue with the delivery of your order or your parcel has not been delivered, please get in touch with us via chat, phone or mail. We will look into the whereabouts of your parcel to ensure a quick delivery.