Where you order is coming from
Orders placed in the Hero shop are fulfilled from various locations which means that sometimes you'll need to pay more than one delivery charge. You can check the charge for each location below.
|Dermalogica||£7.00||UPS - 3-5 working days|
|Theragun||£0.00||DHL - 5-10 working days|
|Urban T-shirts||£3.50||Royal Mail - 5-10 working days|
Sharing your details with the brand
As some of our orders are fulfilled by the brands themselves, we will occasionally need to share your name, address, email and telephone number with the brand so that they're able to fulfil your order.
What to do if an item is missing
Occasionally your order will be fulfilled form multiple locations, so there may be instances when things arrive separately. In this instance you’ll have received multiple shipping confirmation emails so please check the shipping confirmation emails before contacting customer support about missing items.
What do do if an item you’ve ordered has arrived damaged
Please email us on firstname.lastname@example.org a photo of the damage along with the name of the damaged product (including brand) along with your order confirmation number which can be found in your order confirmation email.
Can I contact the brand directly about my order?
No, all queries must come through Urban. It’s unlikely that the customer support team from the brand will be able to assist.