FAQ

Couldn't find the answer to your question? Chat with us, we are available every working day from 9am to 6pm.

What is the minimum amount of snacks that I’ve to order on the URBAN FOODS’ online store?

To place an order on our online shop, you need to add at least 10 snacks to your shopping cart..

What is the best choice for me?

You can know the URBAN FOODS range of snacks here. Our snacks are divided into families so that you can fit them in the moment of ideal consumption for you:

Appetizers.
Cereals & Nuts.
Extruded.
Popcorn.

We were created for real people who need on the go, balanced and tasteful solutions.

I want to order. How can I do it?

To place an order in our online shop, just go here.You can make any combination of snacks you want, with no maximum limit. When you are happy with your choice, select SEE SHOPPING CART. And you’ll be redirected to Checkout.

Now that you're in the Checkout, just fill in your details with the shipping and billing information, and if you have a discount code - this is where you can apply it!

What payment methods are available?

You can pay your order with Paypal or Credit Card.

How can I get a discount code?

If it's your first order, you can get 10% off your order. Just, apply the code #FIRSTORDER at Checkout. But if you have already ordered from us and want to discover new promotions, subscribe to our newsletter! It’s the best way to stay informed.

Please, take note that none of our promotions can be combined with each other.

I have a discount code. How can I use it?

To use a discount code always remember that these start with a hashtag (#) and have capital letters, so check if these elements are correct!

Once you’re in the Checkout page, you’ll find a field dedicated to discounts where you can enter your code.

I can’t use my discount code. What do I do?

If you are unable to use the discount code because you cannot find any field where you can enter it, you can open a new anonymous navigation window and place your order that way - don't worry, even if you are not registered, all your order data will be saved and it will be prepared without difficulty.

If you still can't, chat with us - it's the quickest way to solve the problem!

I already ordered. How do I know you received my order correctly?

After you finish your order, you will receive a confirmation email. If this did not reach your inbox, check the spam. If you still don't have an email from us, chat with us.

How do shipping and deliveries work?

Shipping costs are

Mainland Spain: 3,90€. Free on orders over 25€ ;
Europe (Schengen Area): 9,90€. Free on orders over 35€.

Shipping is free on all orders, to mainland Portugal.

Our deliveries in Continental Portugal and Spain are made by NACEX. For Europe the orders will be delivered by DPD. We advise you to provide an address where you spend most of your day (like, the workplace).

As far as deliveries are concerned:

Mainland Portugal: up to 2 working days;
Peninsular Spain: up 2 working days;
Rest of Europe: From 2 to 4 working days.

It is not possible to choose a delivery time, it depends on the route of the courier who’s in charge of delivering your order.

I was unable to receive my order. Now what?

If you have not been able to receive your order, and if you have not been contacted by the courier, please chat with us so that we can arrange a new delivery date.

If your order is not delivered, after 5 delivery attempts, and is returned to our warehouses, there may be an additional cost for returning the order.

I received my order but something is wrong. How should I proceed?

If you have any questions after delivery, please chat with us. We will analyse your situation and understand the best way to solve it!

How can I make a change to my order?

After the order has been paid for, we can only make changes to snacks in the same quantity - that is, we cannot add more snacks than the total quantity initially ordered, or withdraw them. Chat with us if you want to make this exchange!

How can I request a refund, exchange or return of my order?

The refund of your order will have to be requested. The refund of the amount cannot be applied after the shipment of the order, except in cases where the order is never delivered and does not arrive at our warehouses for reshipment. We like to analyse each case individually, so if you are in a return situation chat with us.

Urban Foods is registered on the Online Complaints Book Platform, so any customer can access it by clicking here o or by going to https://www.livroreclamacoes.pt.

FAQ

Couldn't find the answer to your question? Chat with us, we are available every working day from 9am to 6pm.

What is the minimum amount of snacks that I’ve to order on the URBAN FOODS’ online store?

To place an order on our online shop, you need to add at least 10 snacks to your shopping cart..

What is the best choice for me?

You can know the URBAN FOODS range of snacks here. Our snacks are divided into families so that you can fit them in the moment of ideal consumption for you:

Appetizers.

Cereals & Nuts.

Extruded.

Popcorn.

We were created for real people who need on the go, balanced and tasteful solutions.

I want to order. How can I do it?

To place an order in our online shop, just go here.You can make any combination of snacks you want, with no maximum limit. When you are happy with your choice, select SEE SHOPPING CART. And you’ll be redirected to Checkout.

Now that you're in the Checkout, just fill in your details with the shipping and billing information, and if you have a discount code - this is where you can apply it!

What payment methods are available?

You can pay your order with Paypal or Credit Card.

How can I get a discount code?

If it's your first order, you can get 10% off your order. Just, apply the code #FIRSTORDER at Checkout. But if you have already ordered from us and want to discover new promotions, subscribe to our newsletter! It’s the best way to stay informed.

Please, take note that none of our promotions can be combined with each other.

I have a discount code. How can I use it?

To use a discount code always remember that these start with a hashtag (#) and have capital letters, so check if these elements are correct!

Once you’re in the Checkout page, you’ll find a field dedicated to discounts where you can enter your code.

I can’t use my discount code. What do I do?

If you still can't, chat with us - it's the quickest way to solve the problem!

I already ordered. How do I know you received my order correctly?

After you finish your order, you will receive a confirmation email. If this did not reach your inbox, check the spam. If you still don't have an email from us, chat with us.

How do shipping and deliveries work?

Shipping costs are

Mainland Spain: 3,90€. Free on orders over 25€ ;

Europe (Schengen Area): 9,90€. Free on orders over 35€.

Shipping is free on all orders, to mainland Portugal.

Our deliveries in Continental Portugal and Spain are made by NACEX. For Europe the orders will be delivered by DPD. We advise you to provide an address where you spend most of your day (like, the workplace).

As far as deliveries are concerned:

Mainland Portugal: up to 2 working days;

Peninsular Spain: up 2 working days;

Rest of Europe: From 2 to 4 working days.

It is not possible to choose a delivery time, it depends on the route of the courier who’s in charge of delivering your order.

I was unable to receive my order. Now what?

If you have not been able to receive your order, and if you have not been contacted by the courier, please chat with us so that we can arrange a new delivery date.

If your order is not delivered, after 5 delivery attempts, and is returned to our warehouses, there may be an additional cost for returning the order.

I received my order but something is wrong. How should I proceed?

If you have any questions after delivery, please chat with us. We will analyse your situation and understand the best way to solve it!

How can I make a change to my order?

After the order has been paid for, we can only make changes to snacks in the same quantity - that is, we cannot add more snacks than the total quantity initially ordered, or withdraw them. Chat with us if you want to make this exchange!

How can I request a refund, exchange or return of my order?

Urban Foods is registered on the Online Complaints Book Platform, so any customer can access it by clicking here o or by going to https://www.livroreclamacoes.pt.

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