Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?



Do I need an account to place an order?

No. Anyone can place an order with a guest checkout.

How do I make a purchase?

Once you have selected your item(s), just click on ‘add to cart’ and then proceed to check out with your payment and delivery details.

Is it safe to use my credit/debit card online on The Urban Cleve Store?

Yes. We are using one of the leading and most trusted OnePay payment gateways in Sri Lanka, which has all the latest security features and standards.

Is my personal information kept private?

Yes. The Urban Cleve is running on a secure e-commerce platform and your personal information is safe.


How do I track my order?

Your order will be fully tracked, and an email notification will be sent to you by our customer care team. The courier will also contact you. If you need more information on getting the tracking number/status please email.

How long will the delivery take?

Delivery will take up to 14 days for orders outside Sri Lanka and 7-10 days if you are living in Sri Lanka.

Can I change my shipping address once my order has been dispatched?

If you enter a wrong address by mistake please contact our customer care team by email at

Returns and Exchanges

Can I exchange an item?

Yes. For customers within Sri Lanka, exchange is possible within 3 days of delivery. For international customers exchanges are possible within 14 days of delivery, provided that the item is returned to us. Once received, we will ship the new/exchanged item at our cost.

Will I be refunded the full value of my order?

We do accept only exchanges and we do not offer refunds.

How to request a return/exchange?

Contact the Urban Cleve customer care team by email within 7 days of delivery to request an exchange or store credit. Once the return request has been approved, our customer care team will place an exchange order or process your store credit.

What are the exchange conditions
  • All returned/exchanged items must be new, unused and with all the Urban Cleve brand tags on the garment in their original condition. Items that are damaged, soiled or altered may not be accepted.
  • We allow an exchange of all item(s) purchased on the Urban Cleve store except for lingerie, swimwear, accessories, handbags and shoes.
  • Item(s) can be exchanged for a different size(s) or alternative product(s), subject to availability of stock by making a payment for the difference in price, if any, or for store credit.
  • The purchased item(s) are your responsibility until they reach us. We request you to ensure that the items are packed up properly for return/exchange to avoid damage and tampering on their way to us.
  • All returned/exchanged items will be inspected once we receive them before we can complete an exchange request. We try hard to accept all items returned to us and implement our exchange and credit policy.
  • In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
  • We only allow exchanges or store credit.

Get in touch

Have questions about your order, or a general enquiry?