Shipping & Returns

  1. Delivery

Delivery Schedule


We deliver Mondays to Saturdays to most areas in Hong Kong including Hong Kong Island, Kowloon and the New Territories.


Note that deliveries on Sundays and Public Holidays are not available unless otherwise specified on the site.


Ordering by 12pm, the earliest delivery date will be next working day: 


 

Hong Kong Island District

9:30a.m. – 1:00p.m.

1:30p.m. - 5:30p.m.

Sai Wan, Sheung Wan, Central, Admiralty, Chai Wan, Siu Sai Wan, Heng Fa Chuen, Shau Kei Wan

Wan Chai, Causeway Bay, Pok Fu Lam, Aberdeen, Sai Wan Ho, Taikoo Shing, Quarry Bay, Tin Hau, Fortress Hill

Kowloon District

9:30a.m. – 1:00p.m.

1:30p.m. – 5:30p.m.

Kowloon East Line:

Wong Tai Sin, Lok Fu, Tsz Wan Shan, San Po Kong, Kowloon City, Yau Tong, Lam Tin, Tseung Kwan O

Kwun Tong, Ngau Tau Kok, Diamond Hill, Choi Hung, Kowloon Bay, Sai Kung

Kowloon West Line:

Prince Edward, Mong kok, Yau Ma Tei, Jordan, Lai King, Cheung Sha Wan, Mei Foo, Lai Chi Kok

To Kwa Wan, Hung Hom, Whampoa, Sham Shui Po, Shek Kip Mei, Kowloon Tong, Tsim Sha Tsui

New Territories District

9:30a.m. – 1:00p.m.

1:30p.m. – 5:30p.m.

Tsuen Wan Line:

Kwai Chung, Tsing Yi

Tsuen Wan

Sha Tin Line:

Tai Wai, Fo Tan

Shatin, Siu Lek Yuen, Ma On Shan

New Territories Line:

Tuen Mun, Ting Kau, Tai Po

Tin Shui Wai, Hung Shui Kiu, Yuen Long, Sheung Shui, Fanling

Tung Chung Line:

Tung Chung area delivery on Monday, Tuesday, Friday, Saturday Only


If you can not find the areas you hope to deliver to from the above table, like Ma Wan, airport areas, and Discovery Bay etc, please contact us. We will try our best to help.

Delivery Cost

All orders HKD$500 (after any discounts) or above will qualify for free delivery. Any orders below HKD$500 will incur a HKD$80 surcharge. 


No Show


On the day we deliver your order, you will receive an email to remind you. Please make sure someone will be home to receive orders. 


Our delivery team will contact you 30 to 60 minutes before they come. If it turns out that you are unreachable, our delivery team will still come and arrange with your building management or concierge to have the goods left with security (if you have).

If management will not accept this responsibility, we can leave the goods outside your door. This is done at your risk and responsibility


If this fails then the orders will be returned to our Cold Storage. Please note that there may be a charge for redelivery.


Extreme Weather 

Delivery service will be delayed if typhoon 8 or above is issued. We will contact you to arrange another delivery 



2. Exchange/return/refund policy


Although we maintain strict controls over our products, mishaps inevitably happen. When you receive your order, we encourage you to firstly check whether it is satisfactory and complete and if everything is fine, you will be required to sign a copy of the invoice (which our delivery man will keep) to show that you have accepted the order. Once the order is accepted, there will be no exchange/return/refund.


If you discover any dissatisfaction with your goods before you have signed for them, please contact us within 24 hours of delivery (please either call us on 3628 1328 or email us at cs@myurbanmart.com). After assessing the situation and depending on whether the claim is reasonable to us, we may be able to reimburse you, replace the product or offer you cash back on your next purchase, whichever method is most appropriate. 


In order to assist us with assessing the situation, we would advise that you please: 


1) Keep the product until we arrange for it to be picked up. We will endeavor to have it picked up as soon as possible after you contact us. 


2) If applicable, take a photograph of the problem or defect with the product.