Answers to frequently asked questions about shipping, delivery, import duties, taxes, products, returns, and refunds.
For complete information, please review our Shipping Policy, Returns & Refunds Policy, Terms & Conditions, and other information pages available on our website.
Import Duties, Import Taxes & VAT: Import duties and import taxes are included for orders delivered to the United States. VAT is included for orders delivered within the European Union. For all other destinations, import duties, import taxes, customs clearance fees, brokerage charges, and other destination-country charges are not included unless expressly stated at checkout.
SHIPPING & PRODUCT INFORMATION
1. Where are orders shipped from?
Orders are prepared and dispatched from authorized fulfillment locations across Italy.
Our Italian fulfillment network includes locations in Milan, Florence, Rome, Naples, Como, Bergamo, Modena, Parma, Pescara, Piacenza, and Pomezia. The fulfillment location for each order depends on product availability and operational requirements.
Orders may be shipped using DHL, FedEx, UPS, or another trusted carrier or shipping service available for the destination.
2. How quickly are orders dispatched?
Orders are generally processed within 1–3 business days before dispatch, subject to payment authorization, fraud screening, inventory verification, and fulfillment confirmation.
Processing time is separate from shipping transit time.
3. How long does delivery take?
Estimated transit times after dispatch are:
- European Union: Economy 3–7 business days / Express 1–3 business days
- United States & Canada: Economy 5–10 business days / Express 2–5 business days
- Asia Pacific, Australia & New Zealand: Economy 7–14 business days / Express 3–7 business days
- Latin America: Economy 7–14 business days / Express 3–7 business days
- Africa & Rest of World: Economy 10–21 business days / Express 5–10 business days
Please allow an additional 1–3 business days for order processing before dispatch.
Delivery times are estimates and may vary due to customs processing, public holidays, weather conditions, carrier delays, remote destination locations, or circumstances outside our control.
4. Will I receive tracking information?
Yes. Once your order has been dispatched, a shipping confirmation email containing the carrier name and tracking number will be sent automatically.
If an order is divided into multiple shipments, separate tracking information may be provided for each parcel.
5. How much does shipping cost?
Shipping rates are calculated and displayed at checkout based on the delivery destination, order contents, fulfillment location, and selected shipping service.
Complimentary Economy Shipping may be available for eligible destinations and will be displayed automatically at checkout when applicable.
6. Are import duties and taxes included?
United States: Import duties and import taxes are included in the product price. Customers will not be required to pay additional import charges upon delivery.
State and local sales tax may still be calculated at checkout where required by applicable law. Sales tax is separate from import duties and import taxes.
European Union: VAT is included in the product price. No import duties apply to orders delivered within the European Union.
Rest of the World: Import duties, import taxes, customs clearance fees, brokerage charges, and other destination-country charges are not included in the product price or shipping cost unless expressly stated at checkout.
7. How are customs charges handled outside the United States and European Union?
For destinations outside the United States and European Union, the recipient is generally the importer of record and is responsible for applicable customs duties, import taxes, clearance fees, documentation requirements, and destination-country import regulations.
The carrier, customs broker, or local customs authority may contact the recipient directly to request payment or documentation before customs clearance and final delivery.
Customers should respond promptly to legitimate customs or carrier requests to avoid delays, storage charges, failed delivery attempts, or return-to-sender procedures.
8. What is included with my order?
Products are shipped in the original designer packaging whenever it is supplied by the manufacturer.
Depending on the brand and product, packaging may include an original box, dust bag, protective pouch, authenticity materials, spare accessories, or other items supplied with the product.
Packaging and included accessories may vary by designer, product, season, or distribution channel.
Gift wrapping and personalized packaging are not currently available.
9. Can my order arrive in multiple shipments?
Yes. Orders containing multiple products may occasionally be shipped separately because of inventory availability, warehouse location, carrier requirements, or fulfillment conditions.
Separate tracking information will be provided whenever an order is divided into more than one shipment.
10. Are all products authentic?
Yes. Every product offered through URBALENTI™ NYC is authentic and sourced through established luxury distribution channels.
We do not knowingly offer counterfeit, replica, or unauthorized imitation merchandise.
11. Which countries do you ship to?
International shipping is available to most destinations supported by our authorized carriers and fulfillment providers.
Available shipping destinations and services are displayed during checkout.
Certain destinations or products may be unavailable because of carrier limitations, customs requirements, sanctions, export controls, import restrictions, or other regulatory conditions.
DELIVERY & RETURN-TO-SENDER
12. What happens if delivery cannot be completed?
Customers should monitor shipment tracking and respond promptly to communications from URBALENTI™ NYC, the carrier, or customs authorities.
A shipment may be delayed, refused, abandoned, destroyed, or returned to sender if:
- The recipient refuses delivery.
- The delivery address is incorrect, incomplete, inaccessible, or unsupported.
- Customer-responsible import duties, import taxes, customs charges, or other required fees are not paid.
- Required customs documentation, identification, or tax information is not provided.
- The shipment remains unclaimed.
- The recipient cannot be contacted.
- The recipient does not cooperate with the carrier or customs authority.
- Delivery cannot be completed because of customer-provided information or instructions.
If a shipment is returned to its fulfillment origin for any of these reasons, international transportation, customs clearance, brokerage, storage, reimportation, carrier administration, and related logistics costs may be deducted from any eligible refund where permitted.
Original outbound shipping charges are non-refundable after dispatch unless the delivery failure resulted from a verified fulfillment error or a refund is otherwise required by applicable law.
For United States orders, import duties and import taxes included in the original product price are not charged as a separate return penalty. However, new return transportation, customs, brokerage, or reimportation expenses may still apply.
RETURNS & REFUNDS
13. What is your return policy?
Eligible items may be returned within 14 days of delivery.
Items must be unworn, unused, undamaged, with all original tags and security labels attached, and returned in their original packaging, including any designer boxes, dust bags, authenticity materials, and accessories supplied with the product.
14. Are returns free?
Returns to the original payment method are not free.
A flat $70.00 USD return shipping label fee is deducted from the refund. Customers are also responsible for applicable customs duties, courier charges, and other return-related costs.
If you select store credit, no return shipping, label fees, or logistics costs are applied, making the return 100% free.
15. How do I start a return?
Log into your account, open your Account profile, select My Orders, locate the order you would like to return, and choose Start a Return.
Follow the return instructions provided through the authorized return process.
Returns sent without authorization, through an unauthorized carrier, or to an administrative or correspondence address may be refused.
16. Which products cannot be returned?
Final-sale items that cannot be returned due to hygiene and transit regulations include:
- Underwear
- Swimwear
- Fur coats
- Jewelry
- Eyewear
- Down jackets
- Items containing feathers
- Watches
- Hosiery
- Fragrances and scent-based products
- Items explicitly marked as Pre-Owned or Preloved
These restrictions do not prevent a claim for an item received incorrectly, damaged, or defective.
17. What is deducted from my refund?
If you choose a refund to your original payment method, the following may be non-refundable or deducted where applicable:
- The flat $70.00 USD return shipping label fee
- Original outbound shipping charges
- Processing fees
- Original checkout customs duties or DDP fees
- Return customs clearance or brokerage charges
- Reimportation taxes or duties
- Other documented return-related logistics costs
If you choose store credit, no return shipping or logistics costs are deducted.
18. How are international return duties handled?
For international returns, the customer is responsible for clearing any applicable reimportation taxes or duties with the courier using DDP (Sender Pays All Duties).
Packages arriving at our Italian return facility with unpaid customs or reimportation charges may be rejected.
19. Can I exchange an item?
We do not offer direct exchanges or ship replacement items.
To purchase another size or style, select store credit when starting your return. No return shipping or logistics costs are applied, and the credit can be used toward a new order, subject to product availability.
20. How long does it take to receive my refund?
After your return has been shipped, please allow approximately 7–10 business days for international transit, receipt, and quality inspection.
Once approved, the refund is processed immediately to the selected option: original payment method or store credit.
Refunds issued to the original payment method may require an additional 3–10 business days to appear, depending on the customer’s bank, card issuer, or payment provider.
21. Can I cancel my order?
Cancellation requests should be submitted to Client Care as soon as possible.
Cancellation cannot be guaranteed because orders may enter payment review, inventory verification, preparation, or fulfillment shortly after they are placed.
Orders cannot be canceled after dispatch.
Once delivered, eligible merchandise may be returned in accordance with our Returns & Refunds Policy.
22. What if I receive an incorrect, damaged, or defective item?
Do not remove designer tags or security labels.
Contact Client Care immediately at clientcare@urbalenti.com with your order number, clear photographs, and a description of the issue.
For verified incorrect, damaged, defective, or fulfillment-error items, URBALENTI™ NYC will provide special return instructions and cover 100% of eligible return costs.
23. What if my return is denied?
A return may be denied if security tags have been removed, the item has been worn, altered, damaged, or the required original packaging is missing.
If a return is denied, you may choose to have the item returned to you at your own shipping expense. Otherwise, the item may be donated.
24. How does URBALENTI™ NYC prevent return abuse?
URBALENTI™ NYC uses return-management and fraud-detection systems to identify fraudulent or abusive return patterns.
Customers who abuse the return policy may be restricted or prohibited from future use of our shopping platform.