Refund policy
UrbanCred Return & Refund Policy
At UrbanCred we curate gear we stand behind, and we want you to be happy with what you buy from us. While we discourage returns for a simple change of mind, we will make it right when something isn't working out — within the terms set out below.
This policy applies only to purchases made directly at UrbanCred.com or at our NYC storefront. By placing an order, you agree to the terms below.
1. Protect Your Order — Route Package Protection
We strongly encourage every customer to add Route Package Protection to their order at checkout.
Route is a third-party shipping protection service that covers your package if it is lost, stolen, or damaged in transit. It costs a small percentage of your order total, and claims are filed and paid directly through Route — usually far faster than a carrier investigation.
For orders of $300 or more, we consider Route protection essential. High-value packages are the ones most likely to be targeted for porch theft, and they are the ones you can least afford to lose. If your order totals $300 or more and you choose to decline Route protection at checkout, you are accepting full responsibility for the package once it leaves our fulfillment center.
Please note:
- Route protection must be added at the time of purchase. It cannot be applied to an order after checkout.
- Route claims are handled by Route, not by UrbanCred. File your claim directly at route.com/claims or through the confirmation email Route sends you.
- Route protection covers shipping incidents. It is not a return service and does not extend or replace the return window described in this policy.
2. Return Window
You may request a return within 14 days of your original purchase date.
For pre-order and back-ordered items, the 14-day window begins on the product ship date rather than the order date.
Once 14 days have passed, the order is no longer eligible for a return, refund, or exchange. This window is firm.
3. Condition Requirements
To be eligible for a return, your item must be:
- Unused and in the same condition in which you received it
- In its original, undamaged packaging
- Complete with all accessories, manuals, tags, and documentation that shipped with it
- In resalable condition
Items that arrive back to us worn, washed, altered, incomplete, or without original packaging may be refused or refunded only in part, at our discretion.
4. Non-Returnable Items
The following are final sale and cannot be returned or refunded under any circumstances:
- Gift cards
- Books and magazines
- Face masks and coverings
- Items marked final sale
- Sale, clearance, and promotional-priced items
Only regular-priced items are eligible for refund.
5. How to Start a Return
All returns require a valid UrbanCred return label, obtained before you ship anything back.
- Visit account.urbancred.com to request and generate your return shipping label.
- Pack the item in its original packaging with all included materials.
- Affix the return label and drop the package with the designated carrier.
Customers are responsible for generating their own return labels through the account portal. Packages returned without a valid UrbanCred return label may be refused, returned to sender, or not accepted — and no refund will be issued for refused shipments.
Please do not send returns directly to the manufacturer.
For in-store purchases, a receipt or other proof of purchase is required.
6. Return Shipping Costs
Unless your return is the result of a product defect or damage that occurred before you received the item, you are responsible for all return shipping costs. Original shipping charges are non-refundable and will be deducted from your refund where applicable.
7. Partial Refunds
We reserve the right to issue a partial refund, rather than a full one, in the following situations:
- The item is not in its original condition, is damaged, or is missing parts for reasons not attributable to us.
- The item is returned more than 14 days after delivery.
- Original packaging, accessories, or documentation are missing.
8. Refunds
Once your return arrives at our fulfillment center or office, we will inspect it and notify you of the outcome. Approved refunds are processed within 10–20 business days of inspection and are issued to your original payment method. We do not issue refunds by cash, check, or to an alternate payment method.
Depending on your bank or card issuer, it may take an additional billing cycle for the credit to appear on your statement.
9. Late or Missing Refunds
If you have not received a refund you believe was issued:
- Check your bank or card account again.
- Contact your credit card company — posting times vary.
- Contact your bank; there is often a processing delay before a refund appears.
If you have completed all three steps and still do not see your refund, contact us at support@urbancred.com with your order number.
10. Exchanges
We replace items only when they are defective or arrive damaged. If you need to exchange an item for the same item, email support@urbancred.com within 7 days of delivery with your order number and photos of the issue, and we will provide a shipping label.
Damage or defects reported after 7 days may not be eligible for exchange.
11. Lost, Stolen, and Damaged Packages
Once a package is scanned as delivered by the carrier to the address provided at checkout, UrbanCred is not responsible for lost or stolen packages and will not issue a refund or replacement.
- If you purchased Route Package Protection: file your claim directly with Route. This is the fastest and most reliable path to being made whole.
- If you declined Route Package Protection: any claim for a lost, stolen, or transit-damaged package must be filed with the carrier. UrbanCred will provide tracking documentation on request but cannot file, guarantee, or expedite a carrier claim on your behalf, and is not liable for the outcome.
Customers are responsible for entering a correct and complete shipping address. Packages that are undeliverable, refused, or returned to us due to an incorrect address may be reshipped at the customer's expense, or refunded less original shipping and any carrier fees.
12. International Returns
We are currently unable to provide return labels for orders shipped outside the United States.
If you would like to proceed with an international return, all associated costs — including return shipping, customs charges, duties, tariffs, border fees, and any related charges — will be deducted from your refund total. Original shipping charges are not refundable on international orders.
13. Purchases from Other Retailers
Products purchased through any retailer other than UrbanCred are governed by that retailer's return policy and are handled entirely at that retailer's discretion. We are unable to accept returns, issue refunds, or process exchanges for products not purchased directly from us.
14. Fraud, Abuse, and Excessive Returns
We extend this policy in good faith and expect the same in return.
Where we identify a pattern of excessive or abusive returns, returns of worn or used merchandise, resale activity, suspected payment fraud, use of a stolen or unauthorized payment method, repeated claims of non-delivery, or any other misuse of this policy, UrbanCred reserves the right — at our sole discretion and without prior notice — to:
- Refuse or cancel any order
- Decline a return, refund, or exchange request
- Limit the quantity of items purchased or prohibit future purchases
- Close or restrict a customer account
Nothing in this section limits any other remedy available to us under applicable law.
15. Chargebacks
If you have a problem with your order, please contact us at support@urbancred.com before disputing a charge with your bank or card issuer. Nearly every issue can be resolved directly and far more quickly.
Chargebacks filed without first contacting us — or filed on orders that were delivered, refunded, or otherwise resolved in accordance with this policy — will be contested with full order, tracking, and correspondence documentation. Accounts associated with fraudulent or bad-faith chargebacks may be restricted from placing future orders.
16. Changes to This Policy
UrbanCred may update, modify, or replace this policy at any time at our discretion. The version posted at UrbanCred.com at the time your order is placed is the version that governs that order. We encourage you to review this policy before completing a purchase.
17. Contact Us
Questions about a return, refund, or exchange:
Please include your order number in all correspondence so we can help you quickly.