Urban Iki customer serviceCan we help you with anything? You can check the answers to questions we regularly receive from our customers. Perhaps the answer you are looking for is already listed here. Are you looking for manuals, instructional videos or other product information? You will find this information on the dedicated pages. Is your question not listed? Do not hesitate to send us a message, we are happy to help you!
View frequently asked questions
Order and payment
If you did place and pay your order before 3 PM (mon-fri), it will be send the same day. When you prefer to change your order, please contact us as soon as possible. If your order isn’t send yet, we will adjust your order as you like. When your order is already send, you can return the products according to our returning proces.
This depends on the status of your order. Please contact our customer service as soon as possible. Once your order is send, it can’t be cancelled anymore.
Do i receive a confirmation mail of my order?
Yes. We send you an confirmation email after we receive your order. If you made an account on our website, your order will also be visible on your account page.
How can I follow my order?
After we send your order, you will receive a confirmation email with a Track & Trace code to follow your delivery.
Which payment methods are available?
We offer the following payment methods: iDEAL, MasterCard, Visacard and Paypal.
Is it safe to pay online at the Urban Iki webshop?
Yes, we are using SSL-technology (Secure Socket Layer) to protect personal information when it is send over the internet. SSL is a standard technology for payments through the internet and is supported by Chrome, Firefox, Microsoft Internet Explorer, Safari and other popular browsers. We use this technologie to encrypt personal information before it is send on the internet.
How can I return my order?
You can return your Urban Iki products till 30 days after you receive them.
Please contact us when you want to return something. We will arrange a (free) pick-up so you don't have to worry about extra costs and filling out a lot of forms for customs.
OGK Europe B.V.
Rudolf Dieselstraat 15
7442 DR Nijverdal
Please contact us to let us know which products you want to return, and why you want to return them. The product you would like to send back has to be unused and in de state you did receive the product. Of course you can unpack your product to see if it fits your expectations.
Can I get a refund on the delivery costs if I return one of your products?
Yes. The delivery costs will be 100% refundable when you return your entire order.
When can I expect to get my money back?
When your money will be on your bank account again depends on the payment method you selected. If you paid with creditcard or PayPal, the total amount will be returned on the same creditcard or PayPal account. If you paid with iDEAL, the total amount will be returned on your bank account. The total amount is going to be repaid within 14 days after we received your returned products.
My return period passed. What can I do?
Please contact our customer service, we will let you know how we can help you.
Warranty and service
My Urban Iki product is broken. What can I do?
A bicycle seat is a safety product. Don’t take any risk of letting something happen to you and your child. Please contact us as soon as possible or find yourself an Urban Iki dealer nearby.
I lost a part of my Urban Iki bicycle seat. What can I do?
Some parts of the Urban Iki seats are available in our webshop or at an Urban Iki dealer nearby. When you don’t see a specific part or accessoire in our webshop, please feel free contact us!
Does my Urban Iki product include a warranty?
Yes. There is a two year warranty on your Urban Iki product. This warranty period starts at the purchase date as noted on your orer confirmation or receipt. Please keep this mail or receipt so you can claim your warranty rights.
When is warranty excluded?
Warranty is excluded when:
- When the products have been used differently than suggested in the manual
- When the product can’t be offered with the original receipt within the valid warranty term
- When repairs on the Urban Iki seats have been executed by third parties
- When the defect is the result of wrong or inaccurate use or maintenance
- In case of negligence or an accident
- In case of normal wear and tear on (parts of) the Urban Iki seat
Do the Urban Iki bicycle seats meet the safety requirements?
The products of Urban Iki are developed and produced according the highest quality standars. The front and rear seats (up to 6 years) have been tested according to the highest applicable Europese safety requirement EN 14344 and are also TÜV checked.