Delivery

All orders shipped with UPS Express.

Always free shipping for orders over US $250.

All orders are shipped with a UPS tracking number.

Returns

We want you to love your purchase!

If you're not completely satisfied, we accept returns on unused, unwashed items in their original packaging with tags within 3 days of delivery, after receiving your item to request a return. For example, if you ordered a size that fits larger than expected, you can easily exchange it for a smaller size at no additional cost.

Defective Goods

We're sorry if your order didn't arrive in perfect condition! If you received defective goods upon arrival, please reach out to us within 3 days of receiving your order. 

We'll arrange for a return or replacement, depending on what works best for you. Be sure to keep the original packaging with tags and provide photos to help speed up the process.

Shipping costs for returning damaged items will be covered by us. Our goal is to make this as easy and hassle-free as possible for you!

Here are a few things that can't be returned:

• Used or Washed Items: Returns are not accepted if the product has been worn, used, or washed.
• Damaged or Missing Original Packaging: Products must be returned with the original packaging, including tags, and without any further damage or tampering. Damaged products will be evaluated on case to case basis.
• Time frame for Return: Returns are generally accepted only within a specific time period of 3 days, and items returned outside this window may not be accepted. 
• Hygiene Concerns: If the product has been altered, stained, or appears to have been worn in a way that compromises hygiene, the return can be rejected.
• Discounted or Sale Items: In some cases, items bought during a sale or with heavy discounts might not be eligible for returns or refunds.

To initiate a return, follow these simple steps.

1. Tell us the reason you are not happy with the product by sending an email to help@theurbn.in. Please mention the order number and a picture of the item in the email. 
2. We will verify the order and initiate your return. A pickup will be scheduled for your convenience. 
3. Pack the item securely in its original packaging with all tags intact and keep it ready for pickup. 
4. Once we receive the item and verify its condition, we'll process your return or exchange!

Our shipping partners will try to pick up your package twice. If you're unable to hand it over during those attempts, no worries! You can also send the package back to us directly. Just keep in mind, if you choose this option, any shipping costs would be on you.

Pick-up depends on whether the service is available in your area.

Exchanges

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.

Items purchased on Cash on Delivery qualifies for exchanges only. Only one exchange/return request will be processed per order.

Refunds

Once we process your return, a refund will be issued the same day to your original payment method. Please note that it might take more time depending on your financial institution. Typically it is between 7-10 business days. In some exceptional cases, it might exceed that. We recommend contacting your financial institution if there is longer than expected delay. 

Unfortunately at this moment, we are not able to return payments made through 'Cash on Delivery' mode of payment.

Cancellations

Order cancellation can be done within 24 hours of placing the order. Kindly mail us at help@theurbn.com as soon as possible and we'll attempt to cancel before the order is processed further.

Help

Give us a shout if you have any other questions and/or concerns.

Email: help@theurbn.in

Phone: +1 (23) 456 789