FAQ

General

Do you have a shop that I can visit?

We do not have an actual shop with fixed opening hours, our web shop is of course open 24/7. Because we are an architectural firm, we sometimes have appointments on other locations so we are not always present at our studio at the Benthuizerstraat in Rotterdam. Would you like to visit our studio and see the clocks in real life? Of course that's possible, but we would like to advise you to contact us to make an appointment, to prevent you from standing in front of a closed door.
If you have ordered a clock and choose to pick it up at our studio, we will send you a message to make an appointment.

Some of the images on your website of the city of my choice seem to be images of other cities. Is that right?

Well spotted! It is true that only the first image is an image of the actual city, the others are general images of other clocks to display the hands, the sizes and the logo.

I would like to buy a clock of a city that is not in your collection, is that possible?

Are you thinking about buying a clock of a city that we do not offer? On the page "Buy a clock" you can find our collection. If the city of your choice isn't available you can order it at "City of your choice". Upon an extra payment of €60 we will draw the city of your choice for you. During the ordering process you can add a comment in which you indicate which city you would like. Are you not sure whether the desired city is suitable as a clock? Send us a message via the contactpage.

Use

How do I ensure that my clock is well mounted on my wall?

Make sure the clock is parallel to the wall, otherwise the white wheel on the back of the clock movement will touch the wall and will cause the clock to stall. The screw on which you hang your clock should protrude 10-12 mm.

What kind of batteries can I use?

We have noticed that the clocks may not run well on rechargeable batteries. The clock runs better on alkaline batteries, so we recommend the use of these batteries. The clock uses one AA batterie.

My clock isn’t working as it should. What can I do?

There are two problems that might cause problems with you clock:

First, it may be due to the battery. The clocks do not work well on rechargeable batteries. We therefore recommend that you use alkaline batteries.

Second, the screw on which you hang your clock might protrude to far. Make sure the clock is parallel to the wall, otherwise the white wheel on the clock movement will touch the wall and will cause the clock to stall. The screw should protrude 10- 12mm.
Is your clock still not good? Please contact us.

My clock is slowly running faster / slower. Is there something I can do?

Unfortunately it is not possible to change that. The clock movements are quite accurate but it may be that the time is a few minutes of after several months. This is normal and unfortunately you can't do anything about it. Check occasionally if your clock is still running on time. If the indicated time on the clock is wrong, you can change the time with the white wheel on the back of the clock movement. Do not change the time by turning the clock-hands, they might shift.
Is the deviation larger than a few minutes in a few months, please contact us.

It’s summer / winter time and I want to adjust the time on my clock. What is the best way to do that?

Never adjust the time by the clock-hands, as they may shift. If you want to adjust the time you should use the white wheel at the back of the clock movement.

How do I know which side is north when I hang my clock on the wall?

We always assemble your clock with the clock face orientated in the right way. When you hang it, north is always up.
However sometimes the dial shifts a bit during transport. To know which side is north you can check out the images on our website. Also the box in which the clock was packed gives you an image of your city with the north side up. Last but not least, our UrbanFabric logo on the clock face is always horizontal.

I understand that your clocks are fragile products. Do you have tips on how to handle the clock?

The clocks are fragile indeed, so they should be handled with care. For instance it is advisable to not hold the clock by it's clock face, but by the quartz mechanism on the back. However when you hang the clock on the wall that's not possible. In that case we advise you to pick the spots where you hold the clock carefully: some parts might be very fragile, dependent on the fabric of the city. Try to hold the clock in parts where it is firm.

Another thing that might damage your clock is changing the time by turning the handles. A handle might slip when you do that, so we advise you to not turn the handles. On the back of the quartz mechanism you will find a small wheel that you should use to change the time.

Order proces

I have got a discount code, how can I use it?

If you are the owner of a coupon code you can enter it at the checkout in the box next to the button "Apply coupon". To activate the voucher you should then click on the button "Apply coupon".

What are the payment options?

You can pay using iDEAL, so you don’t need a credit card to order products at UrbanFabric.eu. In a few days it will also be possible to pay with PayPal.

Why does my payment not go to UrbanFabric, but to NOV’82 Architecten?

UrbanFabric is the brand name of the products designed by NOV'82 Architecten. Because UrbanFabric is a part of NOV'82 Architecten the payment is made to NOV'82 Architects.

How do I order a clock?

On our website you can check out our collection of clocks under the heading "Buy a clock". Click on the clock that you would like to order and select the options (diameter, colour) you want in the pull-down menus. The price of the clock appears automatically. By clicking on "Add to cart" the clock will appear in your shopping cart. After clicking on the logo of the shopping cart you will be guided through the ordering process.

Shipping

Where does UrbanFabric ship products?

We ship our products all over the world with PostNL.

Netherlands: € 6.95

EUR 1: Belgium, Denmark (excluding Faroe Islands and Greenland), Germany, England, France
(incl. Corsica and Monaco), Italy (excl. San Marino and Vatican City), Luxembourg, Austria, Spain
(including Balearic Islands, excl Canary Islands), United Kingdom (excl. Gibraltar and Channel Islands) and Sweden: € 9.00

EUR 2: Bulgaria, Estonia, Finland, Hungary, Ireland, Croatia, Latvia, Lithuania, Poland, Portugal (incl.
Azores and Madeira), Romania, Slovenia, Slovakia, Czech Republic: € 11.00

EUR 3: Albania, Andorra, Bosnia-Herzegovina, Canary Islands, Cyprus, Faroe Islands, Gibraltar,
Greece, Greenland, Iceland, Channel Islands, Liechtenstein, Macedonia, Malta, Moldova,
Montenegro, Norway, Ukraine, San Marino, Serbia, Turkey, Vatican City, Belarus and Switzerland: € 12.00

World: All other countries and Russia: € 18.00

What are the shipping rates?

We ship our products with PostNL. The rates for PostNL are as follows.

Netherlands: € 6.95

EUR 1: Belgium, Denmark (excluding Faroe Islands and Greenland), Germany, England, France
(incl. Corsica and Monaco), Italy (excl. San Marino and Vatican City), Luxembourg, Austria, Spain
(including Balearic Islands, excl Canary Islands), United Kingdom (excl. Gibraltar and Channel Islands) and Sweden: € 9.00

EUR 2: Bulgaria, Estonia, Finland, Hungary, Ireland, Croatia, Latvia, Lithuania, Poland, Portugal (incl.
Azores and Madeira), Romania, Slovenia, Slovakia, Czech Republic: € 11.00

EUR 3: Albania, Andorra, Bosnia-Herzegovina, Canary Islands, Cyprus, Faroe Islands, Gibraltar,
Greece, Greenland, Iceland, Channel Islands, Liechtenstein, Macedonia, Malta, Moldova,
Montenegro, Norway, Ukraine, San Marino, Serbia, Turkey, Vatican City, Belarus and Switzerland: € 12.00

World: All other countries and Russia: € 18.00

How long does it take for my clock(s) to arrive?

We ship your products as quickly as possible from the time of your order. Because our products are handmade upon purchase we need some time to produce the product. That is why we need up to two weeks to start shipping. In a hurry? Please contact us on our contactpage.

Is it possible to pick up my order instead of having it send to my address?

Yes, it is possible to pick up your order at our office in Rotterdam. In your shopping cart you can choose to have your order shipped or to pick it up. Unfortunately it is not (yet) possible to pick your order up elsewhere. If you pick up your order at our office you will not be charged for shipping, however we would like to make an appointment with you to pick up your order, because we are not always present at our office. We wild send you an e-mail to make an appointment.