2024 Return Policy

By placing an order through the UrbanCore website, you agree to the terms below. These policies ensure that you are fully aware of our refund and return methods and procedures. 

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Key Information

• 30-day return policy
• Returns processed within 5 - 7 business days after the return is received
• Return shipping is covered by flat fee of €14,99. This fee is deducted from the total returned value.  
• You can exchange your items within 30 days free of charge 
• To obtain the return address, email customer service at hello@shopurbancore.com

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30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be in the same (new) condition that you received it, unworn or unused, with tags, and in its original packaging.

You’ll also need the receipt or proof of purchase and order number.

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Return Process and Inspection

To initiate a return, please follow these steps:

Step 1: Please use the link HERE to process your return via our Returns Portal.

Indicating the item(s) you would like to return, the order number, the reason for the return, and a photo of the item in its current state. If there are quality issues, please provide images of the exact faulty parts of the items and the tag (including the UrbanCore Tag).

Step 2: If your return is accepted, we’ll send you instructions on how and where to send your package.

Step 3: Once your returned items are back at our warehouse, we will process your refund within 5-7 business days, and refunds will be issued to the original payment method. You'll receive an email to confirm once the return has been completed.

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Return Shipping Fee

• If the item is defective or shipped in error, we will provide a return label to send the product back to our warehouse at no cost to you.
• Return shipping is covered by flat fee of €14,99
• This fee is deducted from the total returned value.

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Return Address

• Please do not send your item(s) to the sender's address listed on your package. Returns will not be accepted without submitting the request first.
• We will send the return label via email for defective items once the return is confirmed.
• Make sure you have not included non-UrbanCore items in your return package. We will not be responsible for sending those items back to you.

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Return Policy for Final Sale Items

Due to hygiene reasons, the following items are FINAL SALE and cannot be returned or exchanged:

• Undergarments
• Costumes
• Swimwear (if applicable)
• Any items marked as "Final Sale"
• Orders paid through Store Credit

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Exceptions for Defective or Wrong Products

We understand that sometimes products can arrive damaged or defective. In such cases, we will gladly offer an exchange or refund. A replacement will be sent if there are any defects or errors in shipping before the customer initiates a return.

Conditions that are not deemed as defective in quality:

• Loose threads, raw edges, thickness, a touch of fabrics, and differences in color due to differences in monitor display are not treated as quality issues.
• Returns due to dissatisfaction with styles, colors, and changes in personal preferences are not treated as quality issues.
• Damages due to use, wash, improper maintenance, self-repair, modifications, or other human factors are not treated as quality issues.
• Returns due to sizing issues do not constitute quality issues. Please refer to our sizing chart for decisions on your purchase.
• Slight differences between items in the same size due to design and style variations are not considered quality issues.

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Exchanges

We only exchange products that are defective, wrong size, or were shipped in error. If you need to exchange an item, please contact us at hello@shopurbancore.com We will send a return label for defective or incorrect items.

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Handling of Refunds

Your refund will be processed within 5-7 business days after your returned package has arrived at our warehouse. Refunds will be issued via the original payment method.

• If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-7 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
• If you paid by PayPal, Klarna, or other online payment providers, refunds will be sent to the PayPal, Klarna, or the online payment method you chose within 5 business days of receipt of the returned item or cancellation request. Please contact the online payment providers with questions about when the refund will be posted to your account.
• If your order has been paid through Store Credit only, please note that all products will become Final Sale and not eligible for return or refund.

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Order Cancellation

If the product is still being processed, you're eligible for order cancellation and a full refund. If your order was already fulfilled and you received a HERMES, EVRI, or DHL tracking number and you want to cancel, you MUST wait until the package arrives to start the return process.

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