Contact Us

If you have a query you need some support with, please direct your email to the correct team below.

Please note the SLA’s for each inbox and allow this time to pass before sending chaser emails as this will only delay the response. – SLA 24-48hours

o All TradeStone packing list, carton label and commercial invoice creation queries

o All vendor set up queries

o All questions and queries relating to the general use of Tradestone

o All questions and queries relating to the URBN Vendor Process – SLA 24-48hours

o All questions and queries relating to the presentation of orders including packaging, ticketing and labelling requirements

o All questions and queries around chargeback disputes i.e. DC issued chargebacks for vendor non-compliance (found on TradeStone) – SLA 24-48hours

o All questions and queries relating to the shipping and delivery of orders

o All questions and queries relating to our nominated carriers; EV Cargo, Advanced, Zencargo and DSV – for carrier contact details, please see our Transportation page!

o All questions relating to when you are expected to have your EU purchase order invoices paid 

o For submission of the following invoices only; commission/agency fees and samples.

o Payment portal requests (iSupplier)

o For submission of self-generated VAT invoices by exception only – please contact EU VR Support first in this instance if you believe this is required! All invoices must be generated on TS and there is no need to manually email also.

All questions relating to Print Centre tickets/labels only!  For service bureau (Elite, Checknet and Fineline) contact information, please visit the Service Bureaus page.

o For all own carrier deliveries, please arrange a booking with the DC. 

Customs Compliance Contacts:

General Customs related queries-

EV Cargo clearances and UKCS clearances-


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