Refund policy
Returns
Exchanges or returns are approved for all apparel (clothing) 30 days from the date of delivery. Clothing must be unworn with all tags attached.
If an item has been worn, washed, or damaged, it won't be eligible for a refund.
Jewelry returns must be submitted within 30 days of delivery. Please contact us here returns@theurbanvacation.com. Please allow 3-4 business days for responses.
Exceptions / non-returnable items
Certain types of items cannot be returned such as customized products (jewelry, apparel, etc), homeware (kitchen, drinkware, etc) and personal care goods (skincare, etc).
Damaged or Incorrect Items
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.
We can only replace damaged or incorrect items within 7 days of delivery. Please send an email with your order # (In your subject line) and a photo of the damaged or incorrect item to returns@theurbanvacation.com. Please allow 3-4 business days for responses.
Do not send your product until you've contacted our customer service team & received a response.
Once we’ve received and inspected your damaged or incorrect item return, we'll 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.
Cancelling or Changing an order
We are unable to cancel or make any changes to your order once it has been submitted. Please check the items within your cart and shipping information before completing the order. We are not responsible for misdirected packages that was delivered to the address entered. Please confirm you've ordered the correct size & please verify your shipping address during checkout.
Lost or Stolen Packages
Please provide a safe, accurate location to ensure a secure delivery. We are not responsible for lost or stolen packages confirmed to be delivered to the address provided.
If your package was stolen after delivery, please file a claim with your shipping carrier. Please send your completed claim to returns@theurbanvacation.com.
Please note, our shipping carriers (USPS, UPS, DHL, etc) are sometimes delayed in updating their systems while the package is enroute or will sometimes mark packages as delivered prior to actual delivery. Please contact them directly with your tracking number for an accurate update.
You can always contact us for any return question at returns@theurbanvacation.com.