FAQ
Most frequent questions and answers
Yes! It is very simple, and you don’t need to provide any additional information, except what is necessary for order processing.
Creating an account on URZO online store has its advantages. For example, you will be able to view your order history, track the progress of your orders, save delivery addresses, making the shopping process faster, and enjoy other benefits.
If you know your current password but want to change it, the easiest way to do so is by logging into your account and clicking on the “Set New Password” button in your account management panel.
If you can’t remember your password, please use the “Forgot Password” link below the login form and enter the email associated with your account. We will send you instructions on how to reset your password.
The email with the order confirmation is sent automatically as soon as the order is placed, and it should be delivered almost immediately.
Please also check your spam folder, as sometimes emails of this nature are mistakenly filtered there.
If you still haven’t received the confirmation email, it is likely due to technical issues or an incorrectly provided email address. The order status is always available in your account under the “Orders” section. However, if you placed the order without registering, please contact us, and we will resend the order confirmation.
Please also check your spam folder, as sometimes emails of this nature are mistakenly filtered there.
If you still haven’t received the confirmation email, it is likely due to technical issues or an incorrectly provided email address. The order status is always available in your account under the “Orders” section. However, if you placed the order without registering, please contact us, and we will resend the order confirmation.
If the package is not picked up from the delivery location in a timely manner, it will be returned to us. In such cases, we can resend the returned order or refund the payment, and you can place a new order. In both cases, the shipping costs will be borne by the customer. For more information on handling such situations, please contact us or refer to the “Returns and Exchanges” section.
Log into your customer account to view the current status of your order or the history of previous orders. For recently shipped orders, you will also find shipment tracking information available there.
Each order goes through several stages of progress, which are indicated by different statuses. Below are the possible statuses you may encounter when checking the progress of your order.
- Awaiting Processing – This status is assigned to every new order. It means that additional actions are required to proceed with the order. If you chose to pay by bank transfer, this is the status you will see until we receive and confirm your payment.
- Processing – This status means that the order has been fully paid for and is currently being prepared for shipment.
- Fulfilled – The order has been handed over for delivery. Please note that orders at this stage can no longer be modified.
- Cancelled – The order has been cancelled either upon your request or automatically if payment is not received within 5 business days.
Please contact us as soon as you discover an error in your order. If the order is still in the processing stage, we may be able to make the necessary changes. However, once the order processing is complete and it has been shipped, we will not be able to modify it.
If needed, you can always return your shipment to us after receiving it. For more information on handling such cases, please contact us or refer to the “Returns and Exchanges” section.
You have the right to cancel your purchased items within 14 days of receiving the order by returning them via mail. The items should be unused and undamaged. The return shipping costs are to be covered by the customer. Upon receiving the returned goods at our warehouse, we will refund the money to your account within 3 business days. However, in some cases, interbank transfers may take up to 30 days.
Order cancellation is possible only until the moment of shipment. To cancel your order, please contact us via email at info@urzonailfiles.com.
You can only change the delivery address before the order has been shipped. To change the delivery address after placing the order, please contact us via email at info@urzonailfiles.com.
In the Baltic states (Estonia, Latvia, Lithuania), delivery is possible through Omniva parcel lockers or Venipak courier. Delivery time: 2 – 3 business days.
Outside the Baltic states, delivery is carried out through DHL Express. Delivery time: 2 – 7 business days.
We have worldwide shipping!
If you notice that the packaging of your order is damaged upon delivery, you must take a photo in the presence of the courier. If you received the order through a parcel locker, take an immediate photo next to the locker. These photos should be sent to the email address: info@urzonailfiles.com.
If the product itself is damaged, you should take a photo of the damaged item and send it to us via email at info@urzonailfiles.com.
To make a payment for your purchase on the URZO online store using a payment card, you can use VISA or MasterCard. For bank transfers, you can use Swedbank, SEB, Citadele, or Luminor.
Payments may not be accepted if incorrect payment information is entered or if there are insufficient funds in the account. If a payment is rejected for unknown reasons, we recommend trying another payment method.
If an alternative method is not available, please contact us via email at info@urzonailfiles.com.
No. Each company that produces interchangeable nail files and bases has different sizes. Therefore, it may happen that our files are either too small or too large for another company’s base. This means that combining materials from different companies may not only be incompatible but also dangerous for the client. If the edges of the files extend beyond the base or vice versa, there is a risk of injuring the client’s cuticles.
To contact us regarding collaboration, please visit the “Collaboration Opportunities” section on our website.
