Important Information Before You Submit a Return
This guide explains how to request a return through your customer account. Return approval remains subject to the eligibility requirements described below and in the complete Returns & Refunds Policy.
For designer size guides, shipping information, and complete store policies, please visit the Shipping & Information menu.
Import Duties & Taxes: Import duties are included. Any applicable sales tax, VAT, GST, or similar destination taxes are automatically calculated and included at checkout based on the delivery destination.
Return Eligibility
You may submit a return request within 14 days of the delivery date recorded by the carrier, provided the item is eligible for return.
To qualify, merchandise must be unused, unworn, unwashed, and unaltered and returned in its original condition with all original tags, security tags, labels, 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 merchandise may be refused.
Non-Returnable Items
The following products are not eligible for return unless they were received incorrectly, damaged, defective, or affected by a verified fulfillment error:
- Final Sale items
- Special-order items
- Items identified as non-returnable
- Underwear
- Hosiery
- Socks
- Swimwear
- Bodysuits
- Earrings
- Pierced jewelry
- Body-piercing jewelry
- Face coverings
Products with hygiene seals or protective strips that have been removed, opened, damaged, or tampered with are not eligible for return.
Merchandise missing original tags, security labels, packaging, dust bags, authenticity cards, or included accessories may also be refused.
For hygiene and health-protection reasons, earrings, pierced jewelry, and body-piercing jewelry are Final Sale and cannot be returned after delivery, except where the product is incorrect, damaged, defective, or affected by a verified fulfillment error.
Approved Returns
Once a return qualifies and has been approved, an official prepaid return shipping label with tracking will be provided together with the applicable return instructions.
Unless the return results from a verified fulfillment error, the applicable return shipping and international logistics costs may be deducted from the final refund.
The package must be prepared securely according to the instructions provided and delivered to the authorized carrier drop-off location most convenient to the customer.
Returns must be shipped using the official label and instructions provided through the approved return process. Packages sent through another shipping method, shipped without prior authorization, or delivered to an unauthorized address may be refused and may not qualify for a refund.
Return Costs and Refund Deductions
Change-of-mind returns are not free. Unless the return results from an incorrect, damaged, defective, or fulfillment-error item, the following costs may be non-refundable or deducted from the refund:
- Original outbound shipping charges
- International return shipping charges
- Customs-clearance costs connected with the return
- Brokerage and courier administration charges
- Reimportation costs incurred when the merchandise returns to Italy
- Other documented carrier, customs, brokerage, or logistics expenses directly associated with the return
The applicable estimated deduction will be communicated during the authorized return process before the official return label is issued.
For returns originating outside the European Union, additional customs clearance, reimportation, brokerage, courier administration, or related logistics charges may apply when the merchandise re-enters Italy.
Reimportation into Italy is handled on a case-by-case basis. Certain costs may not be known until the returned shipment enters the customs and reimportation process.
Any applicable documented reimportation or international logistics costs remain the responsibility of the customer unless the return results from a verified fulfillment error.
Import duties included with the original purchase are not added as a separate return penalty. However, new customs, brokerage, or reimportation costs generated by returning the merchandise to Italy may form part of the applicable return deduction.
Refund Processing
Once the returned merchandise has been received and inspected, please allow 7–10 business days for an approved refund to be processed.
Approved refunds will be issued to the original payment method or as store credit, depending on eligibility and the refund option selected during the return process.
Refunds issued to the original payment method may require additional time to appear, depending on the customer’s 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 and labels
- Clear photographs showing the reported issue
Please retain the merchandise, tags, packaging, shipping materials, and included accessories until Client Care provides further instructions. Returns sent without prior authorization may not be accepted.
Once the issue has been verified, an appropriate replacement, store credit, or refund will be arranged depending on product availability and the circumstances.
Return shipping and related international logistics costs resulting from a verified fulfillment error will be covered or waived.
How to Request a Return
Once you have reviewed the information above and confirmed that your item is eligible, follow the steps below to submit your return request.
Step 1 — Log In to Your Account
Go to urbalenti.com and select Log In at the top of the page. Enter the email address associated with your order and follow the sign-in instructions.
If you checked out as a guest or cannot access your account, please contact Client Care with your order number and the email address used for the purchase.
Step 2 — Open Your Orders
Once logged in, navigate to My Orders and locate the order containing the item or items you wish to return. Select the order to view its details.
Step 3 — Select the Item(s) to Return
Select Request Return beside the eligible item or items. Choose the quantity and select the reason for the return from the available options.
Step 4 — Submit Your Request
Review your selection and select Submit Request. A confirmation email containing the return-request details will be sent to the email address associated with the order.
Step 5 — Wait for Review and Approval
The request will generally be reviewed within 2–3 business days. An email notification will be sent when the return is approved or if additional information is required.
Submitting a request does not automatically confirm that the return has been approved.
Step 6 — Prepare and Ship the Item
Once approved, you will receive complete return instructions and an official prepaid return shipping label with tracking.
Pack the merchandise securely in its original packaging with all original tags, security tags, labels, dust bags, authenticity materials, and included accessories.
Drop off the package at the authorized carrier location indicated in the return instructions within 7 days of approval.
Unless the return results from a verified fulfillment error, the applicable return shipping and international logistics costs may be deducted from the final refund.
Step 7 — Return Inspection
Once the returned merchandise arrives at our fulfillment location in Italy, it will be inspected to confirm that it satisfies the return eligibility and condition requirements.
Merchandise that does not satisfy the return requirements may be refused and returned to the customer at the customer’s expense.
Step 8 — Refund Processing
After the returned merchandise has been received, inspected, and approved, the refund will generally be processed within 7–10 business days.
The refund will be issued to the original payment method or as store credit, depending on eligibility and the selected refund option.
What to Expect at a Glance
- ✓ Confirmation email — sent after the return request is submitted
- ✓ Review period — generally 2–3 business days
- ✓ Return shipping window — 7 days after approval
- ✓ Tracked return — official prepaid return label provided after approval
- ✓ Inspection — completed after the merchandise arrives at our fulfillment location in Italy
- ✓ Refund timeline — generally 7–10 business days after receipt and successful inspection
- ✓ Possible deductions — outbound shipping, return shipping, customs clearance, brokerage, reimportation, and other documented international logistics costs
Need Help?
If you have questions about eligibility or need assistance submitting your request, please contact our Client Care team.
Please include your order number and the email address associated with the purchase so the request can be reviewed efficiently.