Shipping policy

Urbanheer Shipping Policy

At Urbanheer, we strive to ensure a smooth and transparent shipping process. Our goal is to provide you with a seamless experience from the moment you place your order until it arrives at your door. Below are the details of our processing, shipping, and order handling policies:

Processing, Shipping & Order Tracking

Processing Time: We offer a processing time of 1-4 business days to handle international and domestic shipping complexities, quality checks, inventory checks, and customs preparation, ensuring seamless service.

Worldwide Shipping:

• Worldwide Free Shipping: Enjoy free shipping on all orders over $100, delivered globally through our logistics partners inckuding FedEx, DHL, UPS, and regional carriers for seamless service.

• Flexible Delivery Options: Need it faster? Choose discounted expedited shipping at checkout and get your items delivered on your terms.

Order Tracking: Easily track your order from the 'My Account' page on our website. Tracking information will be available once your order clears customs and completes the final quality check at our domestic distribution center.

Delivery Times: Delivery times vary depending on the destination and the origin of the products. We collaborate with the world's best logistics partners to ensure fast, secure, and timely delivery. Please note that the expected delivery dates are estimates and should be used as a guide only.

Product Origin: Our products are sourced from high-quality boutiques, brands, and designers across the globe, contributing to the variance in delivery times.

Responsibility and Customs: Urbanheer cannot be held responsible for customs clearance delays, international logistics issues, or failed payments. However, we strive to minimize any potential delays.

Order Cancellation and Changes:

• Orders may be cancelled during the processing period, typically within 0-4 days, due to technical issues, inventory shortages, or quality concerns by Urbanheer or upon customer request. In such cases, a full refund will be issued.

• Customer requests to cancel orders after 6 hours may be subject to a cancellation processing fee up to 10% of the order value.

• To cancel an order, simply email us at customercare@urbanheer.com. To track your order, click on 'My Account', verify your login with the code sent to your email, and you will be able to track the order. 

• Orders that have already been prepared cannot be cancelled. However, we do offer a free returns service.

• Made-to-order and customized items are non-cancellable.

Customized or Made-to-order: In addition to our ready-to-wear and ready-to-ship luxury and boutique items, we also offer custom products ranging from fashion to decor. Custom orders may take longer to ship as they require final customization before dispatch. However, most orders are shipped within 30 days. Please check the product description for high-value or custom items, or contact us at customercare@urbanheer.com if you have any questions. Custom orders are not returnable and cannot be cancelled after 24 hours of the order being confirmed.

Duties and Taxes: In most cases, the cost of duties and taxes is included in your order. Import duties do not apply to orders within your own region. VAT or local sales taxes may be applicable and are included at checkout for the UK and US. Either we or our shipping partners may contact you regarding any additional charges, including import duties.

US Customs Requirements: US customers ordering from international brands or partner boutiques may be asked for IRS, EIN, or SSN numbers by US Customs. You will have one week to provide this information before your order is returned for a refund.

Notes and Description:

At Urbanheer, we aim to provide clarity on the processing and shipping times for your orders. Please note that processing time and shipping time are independent of each other.

• Business Days: Our business days are Monday to Friday, excluding public holidays.

• Processing Time: This is the time required to prepare your order, which includes managing international shipping complexities, quality checks, inventory checks, and customs preparation. Our processing time typically ranges from 1-4 business days, with an average of 3 business days.

• Shipping Time: This is the time it takes for your order to reach you after it has been processed. Shipping time varies based on the shipping method you select:

• Priority Shipping: If you choose 2-day priority shipping, your estimated delivery time would be the processing time (3 business days) plus the shipping time (2 business days), resulting in a total of 5 business days.

• Standard International Shipping: For international orders, standard shipping can vary from 3-10 business days depending on your location and the available options from our courier or shipping provider.

Example Scenarios:

• Domestic Priority Shipping: If you place an order with 2-day priority shipping, and our processing time takes 3 business days, your total delivery time will be 5 business days (3 business days processing + 2 business days shipping).

• International Standard Shipping: If you place an international order with standard shipping, and our processing time takes 3 business days, your total delivery time could range from 6-13 business days (3 business days processing + 3-10 business days shipping).

Quality and Stock Review: Before shipping, we conduct a thorough review of item quality and stock availability to ensure that we meet our standards and your expectations.

Communication of Delays: In the event of a shipping delay, we will promptly notify you. Our goal is to keep you informed at every step of the process.

Customer Options: If a delay occurs, we provide you with options including alternative products or a full refund. This ensures that you are not inconvenienced by an extended wait.

Proactive Customer Contact: Our customer service team may reach out via phone to address any concerns directly and to facilitate any necessary resolutions swiftly.

Continuous Improvement: We view every shipping experience as an opportunity to learn and improve. We value your feedback as it helps us enhance our services and better serve you in the future.

We strive to ensure timely delivery of your orders. If there are any delays beyond the expected delivery time, we will promptly inform you and provide options, including a full refund if necessary.

Your satisfaction is our priority, and we are committed to keeping you informed at every step of the process.

Order Process and Timeline

We want to keep you informed every step of the way. Here’s what to expect once you place an order with us:

1. Order Received: We’ll immediately send you an acknowledgment that your order has been successfully placed.

2. Order Confirmed: Next, we secure the inventory and process your payment. You’ll receive a confirmation email to let you know everything is in order.

3. Order Shipped:

   • Domestic Shipping: For orders within the same country, we’ll ship your order using domestic carriers. You’ll receive a tracking number to monitor your package’s journey.

   • International Shipping: For orders outside the country, we’ll carefully ship your order with trusted international carriers. Delivery times may vary, but you’ll receive tracking details to follow your order’s progress.

4. Order Delivered: Once your order has arrived at your specified address, we’ll notify you that it’s been delivered.

5. Order Complete: After delivery, we’ll mark your order as complete and closed in our system. We hope you enjoy your purchase!

This is our standard process, but depending on your order, additional steps may be needed. We’ll keep you updated as necessary. For example:

• Return: If you initiate a return, the item(s) will be sent back to our warehouse for inspection and processing.

• Exchange: If you request an exchange, we’ll process the return of the original item and prepare a new one for shipment.

• Refund for Out of Stock: If an item is out of stock, we’ll process a refund.

• Refund with Gift Card: Refunds can also be issued via gift card, either as a goodwill gesture or per your preference.

• High-Risk Cancellation: Orders flagged as high risk may be canceled to prevent any issues.

• Customer Information Pending: We may need additional information from you to proceed with your order.

If you have any questions or need assistance at any stage, don’t hesitate to reach out to our customer support team at customercare@urbanheer.com.

*Processing time does not include shipping. For more clarity and information, please refer to the notes and description.