All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours at firstname.lastname@example.org. Once the packaging and shipping process has started, it can no longer be canceled.
Your satisfaction is our #1 priority. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If you are unsatisfied with your order – please contact our support email@example.com and we will do our best to help you out!
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the email confirmation number to proof of purchase.
We offer a 100% money-back guarantee on all products that are defective or damaged during shipping. To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we will provide a return address and a replacement or refund as preferred. Customers will be responsible for paying return shipping costs.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Our highest top priority is to make you satisfied, so everyone who shops on urbanlamour.com get the following guarantees:
- complete refund if you don't obtain your order;
- complete refund if your order does not arrive within the guaranteed time (45 service days not including 2-5 company days processing order);.
- complete or partial refund if the product is not as described or damaged;
- complete refund if you do not desire the product you have received (however you need to return the thing at your expense and also the item needs to be unused).
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message at firstname.lastname@example.org or on Contact Us page.
How are shipping costs calculated?
Shipping costs are calculated based on the shipping method (air, sea, or land) and product weight/volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please contact us directly.
What is Buyer Protection?
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.
You are protected when:
- The item you ordered did not arrive within the time promised by the seller.
- The item you received was not as described.
- The item you received that was assured to be genuine was fake