Shipping FAQs URBALENTI™ — Customer Care
Answers to the most common questions about shipping, orders, duties, and returns.
For size guides, shipping rates, returns, and complete store policies, please visit the Shipping & Information menu.
📦 Import Duties & Taxes: 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.
SHIPPING & PRODUCT INFORMATION
1. Where are orders shipped from?
All orders are fulfilled through our luxury distribution center in Milan, Italy and shipped worldwide via DHL Express.
2. How quickly are orders dispatched?
Orders are dispatched within 1–3 business days. Order handling officially begins the next business day following order placement. Our daily order cutoff time is 5:00 AM CET (11:00 PM EST). Dispatch is subject to product availability and order verification.
3. Will I receive tracking details?
Yes. Once your order has been dispatched from Milan, you will automatically receive a confirmation email containing your DHL Express tracking information.
4. How much does shipping cost?
We offer Flat Rate shipping via DHL Express with a Free Shipping threshold on orders of $500 USD or more. For orders under $500 USD, flat rates apply by zone:
- Europe & United Kingdom: $8 USD (1–3 business days)
- North America & East Asia: $25 USD (2–5 business days)
- Rest of the World (Africa, Americas, Asia, Middle East, Oceania): $30 USD (3–5 business days)
5. Are duties and import taxes included in the order total?
- European Union: Applicable VAT is included at checkout. No additional import duties apply upon delivery.
- Outside the European Union: Customs duties, import taxes, local VAT/sales taxes, and carrier administrative fees are not included in the order total. These charges are the sole responsibility of the recipient.
6. How are international orders handled through customs?
Shipments outside the EU are sent on a DDU / DAP (Delivered Duty Unpaid) basis. Any applicable import fees must be paid by the recipient to DHL Express or local customs authorities before delivery can be completed. Customs authorities or the carrier may request additional documentation (such as a tax ID or national ID) to clear the package.
7. Will I have to pay customs charges in the United States?
Following the suspension of the U.S. de minimis exemption, all international shipments entering the United States, regardless of order value, are subject to standard customs clearance, import duties, and applicable federal or state taxes. These charges are collected by DHL Express or customs authorities prior to delivery and remain the sole responsibility of the buyer.
8. What is included in the package and can it be personalized?
Each order includes the purchased item in its original brand packaging (which may include a dust bag, box, or protective pouch depending on the designer). We only ship in original brand packaging; custom or personalized packaging is not available at this time.
9. Will multiple items arrive together?
If your order includes multiple items, they may be split into separate shipments depending on operational handling and fulfillment flow. You will receive unique tracking details for each package.
10. Are the items authentic?
Yes. URBALENTI™ NYC is an independent luxury fashion retailer sourcing authentic designer pieces exclusively through authorized distribution channels. We guarantee the absolute authenticity of every item we offer.
INTERNATIONAL SHIPPING & RETURN-TO-SENDER CLAUSES
11. What happens if a package is undeliverable or refused?
Clients must actively monitor DHL Express tracking updates and respond to customs communications. If a shipment is returned to Italy due to unpaid duties, refused delivery, an incorrect address, or lack of response, the client is responsible for all associated return costs. This includes international return transit, customs handling, reimportation fees into Italy, and a 4% logistics processing fee charged by our Milan fulfillment partner. These expenses will be deducted from your final refund.
RETURNS & REFUNDS
12. Do you accept returns?
Yes. You may submit a return request within 14 days of confirmed delivery. To qualify, items must be entirely unused, unworn, unwashed, unaltered, and returned in their exact original condition with all security tags, labels, original packaging, dust bags, and accessories intact. Items showing signs of wear, fragrance, stains, or missing tags will be refused.
13. Which items are Final Sale and non-returnable?
For hygiene and health protection reasons, the following categories are strictly Final Sale and cannot be returned: underwear, hosiery, socks, swimwear, bodysuits, earrings, pierced jewelry, body-piercing jewelry, face coverings, or any items with broken hygiene seals.
14. How does the return process work?
If your return is approved, we will issue a prepaid return shipping label. You must securely pack the item and drop it off at the designated carrier location. Returns must use our authorized label; packages sent via independent shipping methods or to unauthorized addresses will be refused.
15. Can I exchange an item for a different size?
We do not offer direct exchanges. To secure a different size, color, or item, please request a return for your original purchase and place a new order online separately.
16. What costs are non-refundable on returns?
Unless the return is due to a fulfillment error, the following costs are non-refundable and will be deducted from your refund:
- A payment processing fee equal to 4% of the order value.
- Original outbound shipping costs and return shipping costs.
- Any international reimportation duties, taxes, or brokerage fees incurred when the package re-enters Italy.
17. When and where are refunds processed?
All approved returns are shipped back to our distribution center in Milan, Italy. Once received and inspected, please allow 7–10 business days for the refund to be processed to your original payment method or issued as store credit.
18. What if I receive a damaged, defective, or incorrect item?
Contact Client Care immediately. Please provide your order number alongside clear photographs of the item, the packaging, the tags, and the visible defect. Retain all packaging materials until our team provides explicit return authorization.
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 | clientcare@urbalenti.com
Monday – Friday · 10:00 AM – 6:00 PM EST
Disclaimer: Our New York mailing address is used exclusively for administrative and correspondence purposes. No in-person customer service or product returns are accepted at this location.