Contact Us
Welcome to Urban Layer.
We're here to assist you with your shopping experience. Whether you have a question about our coloured contact lenses, need assistance with an order, or would like to report an issue, our customer support team is here to help.
Please find our contact information and customer assistance details below.
1. Customer Support
For general enquiries, product information, order assistance, payment concerns, or delivery-related questions, please contact our customer support team.
Email: contact@urbanlayers.in
Customer Care Number: +91 9009529990
Website: https://urbanlayers.in
Customers are encouraged to contact us using the email address associated with their order to help us identify and resolve enquiries efficiently.
2. How We Can Help
Our customer support team can assist with:
- Product information and availability.
- Contact lens colours, specifications, and general product enquiries.
- Order confirmation and order status.
- Shipping and delivery enquiries.
- Shipment tracking assistance.
- Payment failures or duplicate transactions.
- Eligible return, refund, and replacement requests.
- Damaged, defective, or incorrect products.
- General feedback and customer complaints.
- Privacy and personal information enquiries.
For medical questions relating to eye health, contact lens fitting, or suitability, please consult a qualified optometrist or ophthalmologist.
3. Order-Related Enquiries
If you are contacting us regarding an existing order, please include the following details where available:
- Your order number.
- Full name used when placing the order.
- Email address or phone number associated with the order.
- A brief description of your enquiry.
- Relevant photographs or transaction references, where necessary.
This information helps our team review your enquiry and provide appropriate assistance.
For your security, please do not share banking passwords, OTPs, CVV numbers, or card PINs with our customer support team.
4. Shipping and Delivery Assistance
Our estimated order processing and dispatch timeframe is 7–14 calendar days after payment confirmation and order acceptance.
Delivery generally takes up to 10 additional calendar days after dispatch.
Customers should ordinarily allow up to 24 calendar days for their order to arrive under normal conditions.
Delivery timelines may vary due to holidays, transportation disruptions, location, or other circumstances affecting delivery operations.
If your order has not arrived within the communicated timeframe, please contact us with your order details.
For more information, please review our Shipping & Delivery Policy.
5. Returns, Refunds and Replacements
Due to the hygienic nature of contact lenses, Urban Layer does not ordinarily accept voluntary returns or exchanges for changes of mind, personal preferences, or customer ordering mistakes.
Customers may request assistance where products are damaged, defective, incorrect, materially misdescribed, or where another remedy is required under applicable law.
For eligible claims, please contact contact@urbanlayers.in with your order number and relevant information.
Our Return, Refund & Exchange Policy provides further details about eligibility, reporting procedures, and refund processing.
6. Complaints and Grievance Redressal
If you have a complaint that has not been resolved through normal customer support, you may contact our designated Grievance Officer.
Formal consumer complaints may be submitted using the following contact details:
Email: contact@urbanlayers.in
Contact Number: +91 9009529990
Grievance Officer: Please refer to our Grievance Redressal page for the designated officer's details and the complaint-handling procedure.
We aim to acknowledge consumer grievances within 48 hours of receipt and redress them within one month in accordance with applicable Indian e-commerce requirements.
7. Privacy and Data Protection
For questions regarding your personal information, privacy rights, or data-related requests, please contact:
Email: contact@urbanlayers.in
For further information, please review our Privacy Policy available on the Urban Layer website.
8. Stay Connected
For product updates, collections, and promotional announcements, customers can follow Urban Layer through its official communication channels where available.
For customer service and order-related matters, we recommend contacting our official support email directly.
Thank you for choosing Urban Layer.
