Returns & Exchanges
14 Days Worldwide Return/Exchange Policy
We hope you had a great time shopping with us!
Nonetheless, if for any reason at all, you are unsatisfied with your purchase, please do drop us an email within 14 days of receiving your order. If you do decide to return it to us, you will either be given store credit or allowed to exchange the returned item for another item of equal or lower value. No refunds or store credit will be given if the chosen item for the exchange is of lower value.
We do not charge any types of restocking or handling fees, however please note that buyers are responsible to pay for the return shipping/postage costs and we will not be able to reimburse these costs.
Please email us at firstname.lastname@example.org with your order information, after which we will provide you with our return address. This is to ensure that we will take note of your return promptly. Once we receive your returned package, we will drop you an email to notify you.
You should include the below information in all return packages:
URBANSTOX RETURN FORM
Order number: _____________
Contact number (optional): _____________
Item you are exchanging for (please remember to write the item name, size, and color clearly): __________________
*Important note: Please do remember to make sure you drop us an email beforehand, so as to ensure that you obtain the correct return address from our customer service personnel. Otherwise, if an order is returned to the wrong address and someone else receives it, we will not be held responsible. Also, do note that all returned packages should be shipped by a trackable method. Otherwise, if a package goes missing, we will be unable to ascertain it's location, and therefore will not be held responsible for missing packages.
Please also note that all returned items should be returned in the original condition as when you received it. That means that it should be unworn, unwashed, with all the tags still on the product, etc. It's okay if you wore it just to try out the size :)
Defective Product received
We always do our best to check all items carefully before we ship them out to you. However, in the unlikely event of a defective product received on your end, simply send us an email at email@example.com within 3 business days, and we'll either send you a new piece, or issue you a store credit refund if the item you ordered is no longer in stock.
Received the wrong item(s)
We do our best to make sure that all items are checked carefully before we ship them out, in accordance with your order details. However, in the event where we make a mistake and send a wrong item instead, please do not worry. We'll take care of it promptly and ensure that you receive a satisfactory solution. Just drop us an email at firstname.lastname@example.org and we'll handle it right away.
Missing items when you receive your package.
If your received package seems to be missing any items, please do not worry! We do ship orders in multiple/separate packages every now and then, due to weight restrictions and also to facilitate faster shipping once an item is located in our warehouse. Simply drop us an email at email@example.com and we'll take care of it right away. :)