1. Return Requests

To initiate a return request, contact URBALENTI™ within fourteen (14) days of delivery by submitting a Return Request Form or replying to your order confirmation email.

Return requests must include:

• Order number
• Item(s) and quantity to be returned
• Reason for return
• Current condition: Unopened, Opened, or Damaged
• Confirmation that original tags and labels are intact

Returns sent without prior authorization will be refused.

2. Return Authorization & Label Process

If approved, URBALENTI™ will provide return instructions including the approved return address in Milan, Italy.

Return documentation is issued by our Milan logistics center. URBALENTI™ will request and forward your DHL Express return label.

Return costs must be settled before we issue the label. Once payment is confirmed, your label will be sent within 24–48 hours.

Approved returns must only be shipped to the address provided by URBALENTI™.

3. Return Destination

All approved returns are processed through our distribution center in Milan, Italy, the same location from which orders are dispatched.

4. Return Costs: Shipping, Reimportation & Fees

If the return results from an error attributable to URBALENTI™, we cover 100% of return costs.

In all other approved return cases, return costs remain the responsibility of the customer. Costs include:

• Round-trip international transportation charged by DHL Express to/from Milan. Varies by country, weight, and dimensions.
• Reimportation fees charged by Italian customs when goods re-enter the European Union, including VAT, import duty, and carrier brokerage.
• Payment processing & administrative fee of 4% of total order value.

Process: After approval, URBALENTI™ will provide a detailed cost breakdown specific to your country and shipment before requesting your return label. Final costs are reconciled against actual carrier and customs invoices. URBALENTI™ does not apply any markup to these third-party charges.

DDP Terms: All returns are Delivered Duty Paid. You act as importer of record into Italy. New customs charges apply upon re-entry to the EU per Italian and EU law.

5. Damaged, Defective, or Incorrect Items

Inspect orders promptly upon delivery. If received damaged, defective, or incorrect, contact Client Care immediately via Contact Form or reply to order email. Include photos of packaging and item.

URBALENTI™ will cover all return costs and coordinate replacement or refund at no expense to you.

6. Non-Returnable Items & Size Guarantee

The following are generally non-returnable:

• Perishable goods
• Custom-made or personalized items
• Footwear, intimate apparel, and swimwear: Final Sale due to international reimportation costs
• Final sale items
• Gift cards

URBALENTI™ Size Guarantee: If you follow our brand-specific Size Guide and request size confirmation with foot/measurements photos before purchase, and the item does not fit, we offer one size exchange. You pay one return shipment to Milan only. No refund available. Contact Client Care prior to ordering.

URBALENTI™ reserves the right to determine final eligibility after inspection in Milan.

7. Exchanges

URBALENTI™ does not offer direct exchanges, except under the Size Guarantee above.

For other items: complete the approved return process, then place a separate new order subject to availability.

8. Refunds

Once the item is received and inspected in Milan, URBALENTI™ will notify you of approval or decline.

If approved, refunds are issued to the original payment method for the PRODUCT VALUE ONLY.

The following charges are NON-REFUNDABLE in all cases, except where required by law or error by URBALENTI™:

• Original shipping charges paid on the initial order
• Original duties, taxes, VAT, and import charges paid on the initial shipment
• Round-trip transportation fees for the return
• Reimportation/customs fees paid to Italian authorities
• 4% payment processing & administrative fee on total order value

Processing time: 5–10 business days after inspection, plus 3–7 international banking days. Transfers to certain regions may require up to 15 business days.

9. Original Shipping Charges

Original shipping charges are non-refundable under all circumstances, unless required by applicable law or the return is due to error by URBALENTI™.

Shipping is a service rendered at the time of dispatch and cannot be recovered once completed.

10. Duties, Taxes & Import Charges

Customs duties, import taxes, VAT, brokerage fees, and carrier charges paid on the original shipment are non-refundable under all circumstances, unless required by applicable law.

These are government and third-party charges collected at the time of import and are not retained by URBALENTI™.

Reimportation duties and taxes are charged separately when goods return to Italy. See Section 4. These are also non-refundable and are in addition to original import charges.

11. Policy Compliance & Inspection

Returns not meeting these conditions may be refused, receive partial refund, or no refund after inspection in Milan.

Packaging requirement: All luxury packaging must be preserved. Damaged boxes, missing dust bags, removed tags, or signs of wear = return rejected. Items must arrive in resellable condition.

12. International Shipping, Customs & Return-to-Sender

International shipments require: customs clearance, duty payment, carrier verification, and signature.

You must monitor: DHL tracking, carrier emails/SMS, and customs requests.

Failure to respond, unpaid duties, refusal, or incorrect address may cause: delays, customs holds, return-to-sender, storage fees, carrier admin fees, and reimportation expenses.

If a shipment returns to sender due to customer-related failure, all associated costs including international shipping, customs, handling, brokerage, and reimportation will be deducted from any eligible refund.