Important Information Before You Submit a Return
For size guides, shipping rates, 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 the delivery date recorded by the carrier, provided the item is eligible for return.
To qualify, items must be unused, unworn, unwashed, and unaltered, and must be 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 verified 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 are not eligible for return.
Items 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 once delivered, except where the item is incorrect, damaged, defective, or the issue resulted from a verified fulfillment mistake.
Approved Returns
If the return qualifies and is approved, we will provide a prepaid return shipping label with tracking. Unless the return results from a verified fulfillment mistake, the cost of the return shipping label may be deducted from the final refund.
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.
Returns must be shipped using the label and instructions provided by URBALENTI™ NYC. 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 verified fulfillment mistake, the following costs are non-refundable and may be deducted from the refund where applicable:
- Payment processing cost equal to 4% of the order value
- Original outbound shipping costs
- Return shipping costs
- Customs duties and import taxes
- Courier and brokerage charges
- Other documented carrier, customs, brokerage, or reimportation expenses directly associated with the return
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 verified fulfillment mistake. Where applicable, these documented costs may be deducted from the final refund.
Import duties and taxes paid to customs authorities, DHL Express, or another shipping carrier 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 refund option selected during the return process.
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.
How to Request a Return
Once you have reviewed the policy above and confirmed that your item is eligible, follow the steps below to submit your request.
Step 1 — Log In to Your Account
Go to urbalenti.com and click Log In at the top of the page. Enter your email address and follow the sign-in instructions to access your account.
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 — Go to Your Orders
Once logged in, navigate to My Orders and find the order containing the item or items you wish to return. Click the order to view its details.
Step 3 — Select the Item(s) to Return
Click Request Return next to the eligible item or items. Select the quantity and choose the reason for the return from the dropdown menu.
Step 4 — Submit Your Request
Review your selection and click Submit Request. You will receive a confirmation email containing your return request details.
Step 5 — Wait for Approval
Our team will review your request within 2–3 business days. You will receive an email notification when your return is approved or if additional information is required.
Step 6 — Ship the Item Back
Once approved, you will receive return instructions and a prepaid shipping label. Pack the item securely in its original packaging with all tags attached and drop it off at the authorized carrier location within 7 days of approval.
Unless the return results from a verified fulfillment mistake, the cost of the prepaid return shipping label may be deducted from the final refund.
Step 7 — Refund Processed
Once the returned item has been received and inspected, an approved refund will be processed within 7–10 business days to the original payment method or as store credit, depending on eligibility.
What to Expect at a Glance
- ✓ Confirmation email — sent after your request is submitted
- ✓ Review period — 2–3 business days
- ✓ Return shipping window — 7 days after approval
- ✓ Refund timeline — 7–10 business days after the item is received and inspected
- ✓ Non-refundable costs — shipping, processing, duties, or other international return costs may apply
Need Help?
If you have any questions or need assistance, please contact our Client Care team. We will be happy to help you.