Frequently Asked Questions (FAQ)

Welcome to Urban Plug! We’ve gathered answers to our most commonly asked questions to help you with sizing, shipping, returns, and more.

1. Ordering & Products

Are your products 100% authentic?

Yes, absolutely. All items sold on Urban Plug are 100% genuine and authentic. We predominantly source and stock premium local and international streetwear, with a strong focus on the Cutty brand.

How do I check the status of my order?

You can easily track your parcel by visiting the Track My Order page in the footer of our website. Once your order ships, we will also send you a confirmation email containing your waybill number and a link to track the package.

2. Shipping & Delivery

How much does shipping cost?

We offer straightforward, flat-rate shipping across South Africa:

• Standard Delivery (3–5 business days): R99.00

• Express/Main Centers (1–2 business days): R150.00

How long does delivery take?

• Handling & Processing: 1 to 2 business days (excluding weekends and South African public holidays).

• Transit Time: 3 to 5 business days for standard delivery, depending on your location.

Which couriers do you use?

To make sure your Cutty sneakers and apparel reach you safely, we use trusted and reliable South African courier services, including:

• The Courier Guy

• Fastway Couriers

• Dawn Wing

3. Returns & Exchanges

What is your return policy?

You may return eligible items within 30 calendar days of receiving your package. The items must be unworn, in their original condition, and include all original packaging and tags.

Is there a fee for returns?

Yes, all returns are subject to a R100 processing and handling fee, which is deducted from your refund.

4. Contact Us

If you can't find the answer to your question here, our support team is happy to assist you:

• Company Name: Afikekom Pty Ltd Trading as UrbanPlug

• Email: info@urban-plug.co.za

• Phone: +27 67 910 1244

• Physical Address: 20245 Malithi Street, Kraaifontein, Cape Town, Western Cape, 7500