URBALENTI™ — Customer Care
International Shipping & Import Information
Everything you need to know about how your order travels from Milan to your door.
1. What We Take Care Of
URBALENTI™ Handles
- Sourcing and providing authentic luxury products through authorized distribution channels.
- Preparing and dispatching your order via DHL Express from Milan, Italy.
- Sending you tracking information once your order has been dispatched.
- Supporting you with general shipment questions and carrier communication when possible.
- Providing return instructions for eligible returns in accordance with our Returns & Refunds Policy.
- Keeping you informed of any important updates related to your order.
2. What to Expect as an International Customer
To Ensure Smooth Delivery, Please
- Monitor your DHL Express tracking updates during transit.
- Check your email and SMS for carrier or customs notifications.
- Respond promptly to any customs clearance or delivery requests from DHL.
- Be prepared to pay applicable import duties, taxes, or customs fees required by your country.
- Ensure your shipping address, phone number, and email are accurate at checkout.
- Be available for delivery coordination or signature requirements if needed.
3. DHL Express & Delivery
DHL May Contact You About
- Import duty payments
- Customs verification
- Address confirmation
- Delivery scheduling
- Signature authorization
- Shipment release procedures
Why Timely Response Matters
International shipments sometimes require customer input during transit. Responding quickly to DHL or customs notifications helps avoid delays, holds, or missed deliveries.
If you have questions about a DHL notification, our Client Care team is happy to help.
4. Customs & Import Duties
Your Shipment May Be Subject To
- Import duties
- Customs processing fees
- VAT
- Destination taxes
- Carrier administrative charges
Good to Know
Import duties and customs fees are set by your country’s customs authorities — they are not controlled by URBALENTI™. Procedures and amounts vary by country and product category.
For US orders, some shipments may clear without additional charges, though this cannot be guaranteed.
5. If a Shipment Is Returned
A Shipment May Be Returned If
- Import duties remain unpaid
- Carrier or customs communication goes unanswered
- Delivery is refused
- The shipment is unclaimed
- Delivery attempts repeatedly fail
- Address or contact information is incomplete
Associated Costs
If a shipment is returned to Milan, additional costs may apply — including international return transit, customs handling, and reimportation fees into Italy. These charges are assessed by the carrier and customs authorities independently.
We recommend staying on top of tracking and DHL notifications to avoid this situation.
6. Reimportation & Return Costs
When a Shipment Returns to Milan, Costs May Include
- International return shipping (DHL Express)
- Reimportation duties into the EU
- Customs processing fees
- Carrier administrative charges
- Brokerage fees
- Storage or handling charges
These costs are determined by carriers and customs authorities and are outside URBALENTI™’s direct control. We always communicate any applicable costs transparently before processing a return.
7. Packaging & Product Condition
For Eligible Returns, Items Must Be
- Unused and unworn
- With all original tags attached
- In original undamaged packaging
- With authenticity cards, dust bags, and accessories included
Protecting Your Packaging
We recommend keeping the original luxury packaging intact. If returning an item, place the original box inside an outer shipping carton suitable for international transit.
8. Need Help?
We’re Here for You
If you have questions about your shipment, customs procedures, or a DHL notification, please don’t hesitate to reach out to our Client Care team via our Contact Form. We’re available Monday to Friday, 10:00 AM – 6:00 PM EST.
For detailed return information, visit our Return FAQs page.
Curating Designer Luxury Fashion Since 2025
Headquartered in New York, United States
Mailing Address (correspondence only)
1270 Avenue of the Americas, 7th Fl -1167
New York, NY 10020 USA
clientcare@urbalenti.com
Monday to Friday · 10:00 AM – 6:00 PM EST