How can I delete my account?
How do I create an account?
Go onto our website In the top right corner of the Urban Industry homepage please press the My Account Icon. Where it asks to enter your email address, below will be the “No account? Register here” option, pressing this will prompt you to enter your details to create an account. Once submitted we will send you an email that will contain a link to activate your account. Once activated you will be able to log into your account and see all of your recent orders. We will then send you a welcome email to let you know that your account has been created successfully.
I have forgotten my password for my account, how can I reset this?
Go onto our website In the top right corner of the Urban Industry homepage please press the My Account Icon. Where it asks to enter your email address, below will be the “Forgot Your Password” option, pressing this will prompt you to re-enter your email address. Once submitted we will send you an email that will contain a link to reset your password. The link will take you to a page where you can create a new password for your account.
Alternatively, if you contact a member of our Customer Service Team they will be able to assist in sending you a Password Reset Email.
Can I amend my email address?
I don’t have an account how can I return my order?
I have ordered a gift voucher but have not yet received it, when will I receive this?
Please be advised that our team can only approve gift vouchers within our opening hours.
How do I know if my order was received successfully?
If you haven't received an email confirmation, then please check your spam folder first and then contact us so we can look into this for you.
I cannot place my order, what should I do?
The card details The billing address for the card The security code (CVV) on the back of your card. If you have checked all these and you are still having issues then it may be your bank stopping this from going through. We would recommend contacting them directly for more information.
If you have received an error message, then please contact our Customer Service Team with a screenshot of the error and they will be able to look into this further.
My order did not go through but I have been charged, what do I do?
What is a pending transaction? A pending transaction is a recent card transaction that has not yet been fully processed by the merchant. This can be caused if the order did not go through fully or a problem occurred when connecting to your payment provider. Usually, a pending charge will show on your account until the transaction is processed and the funds are transferred back to your account. This could typically take up to three days but may stretch longer depending on the merchant and the type of transaction.
Please note: Number Six cannot be held responsible for how long the pending funds take to appear back into your account. This is done directly by the payment provider.
How do I order?
Go to our website
You can use our Search bar at the top of each page or filter by Brand, Department, Colour, and Size. Once you have found the product you want, select the size and add it to the basket.
When you are ready simply go to the basket page, located top right corner, and select Checkout.
Log in or create an account with us. (You don't have to register, you can simply check out as a Guest, but we do recommend you register with us to make future purchases much quicker) You will be asked what delivery option and payment method you would like to use and select Submit order to finish.
You should receive an Order Confirmation email with your order details. Please check these thoroughly. If you have made any mistakes please contact us immediately.
If you haven't received an email, then please check your SPAM filter first and then contact us.
I haven't received a confirmation email, can you check this for me?
If all information is correct then please check your spam folder to locate this email before contacting us.
If the email address has been inputted incorrectly, please contact our Customer Service Team and they will be able to assist you further with this.
Can I cancel my order?
Please contact our Customer Service Team for assistance. We will always do our best to change orders but unfortunately, we cannot make any guarantees.
I have ordered the wrong size, can I amend this?
Please be advised that we can only amend items if the order has not yet been dispatched. If the order has been dispatched then we would not be able to amend any items from your order, however, you are welcome to return any unwanted items back to us.
Please note: We cannot amend any orders that have been placed using Klarna. If you wish to amend the size of your order and you have paid using Klarna you will need to contact our Customer Service Team to cancel your order and you can replace this with the correct size.
Can I remove an item from my order?
Please be advised that we can only remove items if the order has not yet been dispatched. If the order has been dispatched then we would not be able to remove any items from your order, however, you are welcome to return any unwanted items back to us.
Can I change my delivery address?
We can only change your delivery address if this is approved by our internal security checks. If you have paid via PayPal then we require a valid photo ID for the new address. You may be asked to replace your order if this cannot be provided.
Unfortunately, we are unable to change a delivery address once the order has been dispatched.
Please be advised that we cannot change the delivery address if the order has been placed with Klarna. (This will need to be cancelled and replaced with the correct address)
Can I amend my email address?
How do I unsubscribe from the newsletter?
If you continue to have difficulties unsubscribing, or continue to receive our promotional campaigns, please contact our Customer Service Team and they can assist further with this.
I am having trouble adding an item to my basket, why is this?
If you are receiving an error message, please contact our Customer Service Team and we will be able to look into this further for you.
Can I speak to one of your team over the phone?
I no longer want store credit for my return, can this be changed?
If your return has not yet been processed then we can cancel your return request and you can re-submit this. Please contact our Customer Service Team to action this for you.
If your gift voucher has been created and we've emailed it to you will no longer be able to change your mind and ask for a refund. So please only select store credit if you are 100% sure.