Refund policy
For size guides, shipping rates, returns, and complete store policies, please visit the Shipping & Information menu.
International orders may be subject to import duties and taxes depending on the destination country. These charges are not included in the order total and, where applicable, may be collected by DHL Express or local customs authorities before delivery.
RETURNS & REFUNDS POLICY
Return Eligibility
You may submit a return request within 14 days of confirmed delivery, provided the item is eligible for return.
To qualify, items must be unused, unworn, unwashed, unaltered, and returned in their original condition with all tags, security tags, labels, original packaging, dust bags, authenticity cards, and included accessories.
Items showing signs of wear, use, damage, alteration, fragrance, stains, missing tags, missing packaging, or handling beyond what is reasonably necessary to inspect the item may be refused.
Non-Returnable Items
The following items are not eligible for return unless they were received incorrectly, damaged, defective, or the issue resulted from a fulfillment mistake:
- Final sale items
- Special-order items
- Items marked as non-returnable
- Underwear
- Hosiery
- Socks
- Swimwear
- Bodysuits
- Earrings
- Pierced jewelry
- Body-piercing jewelry
- Face coverings
- Items with hygiene seals or protective strips that have been removed, opened, damaged, or tampered with
- Items missing original tags, security labels, packaging, dust bags, authenticity cards, or included accessories
For hygiene and health protection reasons, earrings, pierced jewelry, and body-piercing jewelry are final sale and cannot be returned once delivered, except where the item is incorrect, damaged, defective, or the issue resulted from a fulfillment mistake.
Approved Returns
If the return qualifies and is approved, we will issue a prepaid return shipping label with a tracking number.
The client must securely prepare the package according to the return instructions provided and take it to the authorized carrier drop-off location most convenient to their location.
The cost of the prepaid return shipping label may be deducted from the final refund unless the return results from a fulfillment mistake.
Returns must be shipped using the label and instructions we provide. Packages returned through another shipping method, sent without prior authorization, or shipped to an unauthorized address may be refused and may not qualify for a refund.
Non-Refundable Costs
Unless the return results from a fulfillment mistake, the following costs are non-refundable and may be deducted from the refund where applicable:
- Payment processing fee equal to 4% of the order value
- Original outbound shipping costs
- Return shipping costs
- Customs duties and import taxes
- Courier and brokerage charges
- Other applicable international return expenses
For returns shipped from outside the European Union, additional customs clearance, reimport duties, taxes, brokerage fees, or other import-related charges may apply when the item re-enters Italy.
The reimportation process in Italy is handled on a case-by-case basis. Any applicable charges are determined only after the returned item enters the reimportation process and therefore cannot be calculated or confirmed in advance.
Any applicable reimportation costs remain the responsibility of the client unless the return is due to a fulfillment mistake.
Import duties and taxes paid to customs authorities, DHL Express, or other shipping carriers are not refundable through URBALENTI™ NYC. Depending on local customs procedures, clients may be able to request reimbursement directly from their local customs authority.
Refund Processing
Once your return has been received and inspected, please allow 7–10 business days for refund processing.
Approved refunds will be issued to the original payment method or as store credit, depending on eligibility and the selected refund option.
Refunds issued to the original payment method may require additional processing time depending on your bank, card issuer, or payment provider.
Damaged, Defective, or Incorrect Items
If you receive an incorrect, damaged, or defective item, please contact Client Care as soon as possible and provide:
- Your order number
- Clear photographs of the item
- Clear photographs of the packaging
- Clear photographs of the tags
- Clear photographs showing the visible issue
Please keep the item and all original packaging until Client Care provides further instructions. Returns sent without prior authorization may not be accepted.
If the issue is verified as a fulfillment mistake, we may offer a replacement, store credit, or refund, depending on product availability and the circumstances.
URBALENTI™ NYC
Curating Designer Fashion & Luxury Apparel Since 2025
Headquartered in New York, United States
Mailing Address — Correspondence Only
1270 Avenue of the Americas, 7th Floor – 1167
New York, NY 10020
United States
Phone: (762) 758-3190
Fax: (347) 269-4262
Email: clientcare@urbalenti.com
Client Care Hours
Monday – Friday
10:00 AM – 6:00 PM EST
About Our Mailing Address
The mailing address listed above is used exclusively for administrative and correspondence purposes.
This location does not provide in-person customer service.
For all return requests, product inquiries, or order support, please contact our Client Care team through our official communication channels.