If 30 days have gone by since you received the items, unfortunately Urbanvalle cannot offer you a refund or exchange. Urbanvalle also does not provide a refund for returned products that are damaged due to misuse, lack of care, mishandling, accident, abuse or other abnormal use.
Any international or expedited shipping fees incurred on your original order will NOT be refunded. We recommend that you ship your returned products to us via a trackable shipment method. Customers outside the United States are responsible for paying customs fees, including, but not limited to, taxes, duties and brokerage.
All Sale & Promotional Items are final and are not eligible for Return & Exchange.
Typically within 7-12 business days of receiving your returned product, Urbanvalle will credit the amount paid for the returned product (less any shipping costs/expenses related to the original purchase, which are non-refundable) to the payment method you used to make the original purchase.
If you haven’t received a refund yet, please check your bank or credit card account again. Then contact your credit card company. It may take some time before your refund is officially posted.
You acknowledge and agree that goods produced by us for you are bespoke, custom-made goods and orders are processed quickly after they are received. We do not allow cancellations after 24 hours when an order is placed.
Please contact our customer service with your Order ID number to initiate an exchange. Exchanges can only be made for items that are equal or lesser in value than the original purchase item.
Please include a slip with your Order ID number, full name and clearly indicate the product name and info of the exchange item. We will reship the order free of charge and email you once the exchange has been made.