FAQs

To check the status of your order please log in to your account. You can find the status summary for all recent and past orders on the account page.
If you need any assistance, please reach us at hello@urbansophistication.com.

We can’t make any promises, but we will try our best. For any changes regarding size, color, and shipping address email us as soon as possible at hello@urbansophistication.com with the subject line: EDIT ORDER and your order number. Please note that if your order has been processed, we won’t be able to make any changes to it.

We respond to all customer requests within 72 hours, Sunday to Thursday 9:30am - 6pm GMT (excluding holidays). 

We aim to fulfill your order as quickly as possible. We can’t guarantee that we will be able to cancel your order once it has been processed.
Please email us as soon as possible at hello@urbansophistication.com with the subject line: CANCEL ORDER and your order number and we will do our best to help.

U.S domestic orders - if you wish to exchange an item, please reach out to hello@urbansophistication.com with your order ID, delivery date and an image of the item in its original packaging within 10 days from its delivery date.
To be approved for an exchange, the item must be unused and in its original packaging.
Items that don't answer these criteria will be dismissed and not approved for exchange.
Once your exchange is approved, we will share with you our return address and only once it's delivered to us, we will reship you the requested item.

Any shipping fees are under the customers' responsibility and are non-refundable.

International orders - If you wish to exchange an item, please reach out
to hello@urbansophistication.com with your order ID and an image of the item on its original packaging within 10 days from its delivery date.
To be approved for an exchange, the item must be unused and in its original packaging.
Items that don’t answer these criteria will be dismissed and not approved for exchange.
Once your exchange is approved, we will share with you our return address and only once it’s delivered to us, we will issue you store credit to re-order the correct item (Please note that previous shipping costs will be excluded from the store credit)

Any shipping fees are under the customers' responsibility and are non-refundable.

We will be more than happy to help you return your item/s.
Returns must be requested within 10 days of your delivery date. Please contact us at hello@urbansophistication.com to inquire about your return with your order number, delivery date, reason of return, and images of your items in its original package. Once your return is approved, we will share with you our return address.

Any returning shipping fees are under the customers' responsibility and are non-refundable.

Once it’s delivered to us, we will be issuing a refund to your original payment method or sending you your store credit code.

Please note that a 15% restocking fee will be deducted from all refunds.

For discounts that are applicable on a second item, the discount will be revoked, and the unreturned item will be charged in original price.

Please note, unauthorized returns that were not approved by our customer service are ineligible for compensation.

Discounted items are final sale and are not eligible for returns or exchanges.

We apologize that you received a damaged item. Please send a photo of the damaged product to hello@urbansophistication.com with your order number and delivery date and we will be happy to help you with a resolution. Please note that any damaged item outside of a 10-day timeframe won’t be eligible for compensation.

If you received the wrong item please email hello@urbansophistication.com with your order number and a picture of the case you received, there is a barcode on the side of the package, please include it in the picture and our team will assist you from there.

Once your order is placed, the full payment will be captured up front.
If your order contains both pre-order items and available items, please note that your order will be shipped once the pre-order items are in stock. We are not able to split orders and ship available ones separately. If you would like to purchase available items and pre-order items, we recommend placing separate orders.

You can use your discount code at the checkout page right below your order summary.