Returns & Refunds Help Center

What is your return policy?

You can return items within 14 days of delivery. Items must be unworn, unused, undamaged, with all original tags attached, and in their original packaging, including dust bags and designer boxes.

Are returns free?

Returns to your original payment method are not free. You are responsible for return shipping costs, customs duties, and courier charges. For your convenience, a flat return shipping label fee of $70.00 USD will be automatically deducted from your refund total. However, if you select store credit instead, no return shipping, label fees, or logistics costs are applied, making your return 100% free.

How do I return an item?

• Step 1: Log into your account on our website.
• Step 2: Navigate to your Account profile, go to "My Orders", and locate the order you would like to return.
• Step 3: Click on the order and select "Start a Return."

What items 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 with feathers, watches, hosiery, fragrances, scent-based products, and any items explicitly marked as Pre-Owned or Preloved on the product page.

How long does it take to get my refund?

After you ship your return, please allow 7 to 10 business days for it to reach our international transit facilities and undergo quality inspection. Once approved, refunds are processed immediately to your selected option (original payment method or store credit). Bank processing back to your card may take an additional 3 to 10 business days depending on your provider.

What is deducted from my refund?

If you choose a refund to your original payment method, the flat return shipping label fee of $70.00 USD is deducted. Additionally, original outbound shipping charges, processing fees, and original checkout customs duties (DDP fees) are non-refundable [6.1]. For international returns, the buyer is fully responsible for clearing any reimportation taxes or duties at the courier counter via the DDP (Sender Pays All Duties) method, as packages arriving at our Italian facility with unpaid customs charges will be automatically rejected [6.1]. If you choose store credit, no return shipping or logistics costs are deducted.

What if I receive a defective or incorrect item?

Do not remove any designer tags or security labels. Contact clientcare@urbalenti.com immediately with photos and a description of the issue. We will provide special return instructions and cover 100% of all return costs for verified defective or incorrect items [6.1].

Can I exchange an item?

We do not offer direct exchanges or send replacement items. Exchanges are processed via store credit — no replacement items are shipped directly. To exchange an item seamlessly, select store credit when you start your return. No return shipping or logistics costs are applied, and you can use the credit right away to purchase a different size or style.

What if my return is denied?

Returns may be denied if security tags are removed, the item is worn, altered, or damaged, or the original packaging is missing. If denied, you can choose to have the item returned to you (you must pay for the shipping freight) or it will be donated.

Preventing returns abuse

If you abuse Urbalenti’s return policy, you will be banned from future use of our shopping platform. Urbalenti™ takes returns very seriously and utilizes advanced software solutions to manage and detect fraudulent or abusive return patterns.