Any purchase made during a sale period is FINAL SALE and is not eligible for exchanges and refunds. The discount won't be applied to any orders made prior to the promotional period. Orders cannot be canceled or changed after the transactions has been processed. Please check all details carefully before placing the order.
Due to the high volume of orders, please allows us extra time for our team to ship your items. Once the order ships, an email tracking confirmation will be sent. We appreciate your patience.
Do you ship globally?
Yes we do! We offer international shipping to most destinations worldwide. Packages will be sent from our central warehouse in the U.S.
Free U.S. & Canada shipping on orders $60+
How long does shipping take?
Please allow 3-5 business days for your order to be received and processed by our warehouse team in the US.
U.S. Orders - Standard Shipping: 3-5 business days. International Orders- Standard Shipping: 8-20 business days.
Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible.
In some cases, your country's local Customs Office may require additional documents, which may cause further delay in the delivery.
Please note, COVID-19 may affect some delivery timeframes, with some courier services occasionally experiencing unexpected delays in transit, or delays in providing tracking details.
Are taxes and duties included in my order total?
International orders are shipped on a DDU (Delivered Duty Unpaid) basis, which means you will have to pay these fees separately when your order arrives. Duties and taxes are calculated based on the items ordered, your shipment destination and the value of your purchase, these are nonrefundable. If you have any other questions around duties and taxes, let Customer Care know via firstname.lastname@example.org
I'm having problems with the tracking.
Sorry about that! Usually the carrier takes 2-3 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via email@example.com.
We will help you as much as we can.
My order is lost in the mail, what do I do?
As of August 5th, 2022, we offer Route Package Protection with every order. It covers items/packages that are lost, stolen, or damaged during transit. For orders under $100, the fee is $0.98, and for orders over $100, the fee is 2%. Route protection can be opted in before placing the order. To file a claim if your package is lost, stolen, or damaged in transit, please visit this page
By not adding Route Package Protection, you agree that Urban Sophistication is not responsible for items lost, stolen, or damaged in transit.
What if I entered the wrong shipping address?
You should contact us as soon as you notice that via firstname.lastname@example.org
With subject line: URGENT: SHIPPING ADDRESS.
If you have provided an incorrect address and your order has not already shipped, we will do our best to update your order with the correct address.
Please take into consideration that we can’t guarantee we’ll be able to edit your shipping address since we are trying to ship orders as quickly as possible.
When will my pre-order ship?
Once you have secured your item, we will ship it to you as soon as it becomes available. Once your pre-ordered piece has been sent, you’ll receive an email with the tracking details, so you know when to expect it. We will reach out to the email address associated with your order to advise if there are any expected delays.
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 separately.If you wish to purchase pre-order items and available items together, we recommend placing separate orders.
When will my order ship?
Here’s how it works: you order, we process, then we ship.
Ordering takes a few seconds. Processing takes up to 5 business days (orders placed after 12pm EST are processed during the next business days). You’ll get a shipping confirmation email with a tracking number as soon as your package ships. Please note, we do not ship on the weekend or US Holidays.
How can I find out more information about a product?
You can learn all about our products on their individual product pages. If you have any other questions or thoughts, let us know by emailing email@example.com
How protective are your cases?
Our cases are extremely protective, yet we were able to keep them light and slim.
RETURNS & EXCHANGES
What's your return policy?
All returns must be processed within 10 days of receiving the order in it's original packaging (according to the delivery date on the tracking record, if applicable). Order # (#US) must be provided to place a return.
You will be refunded to your original form of payment. Please note, your shipping charges can not be refunded and a 15% restocking fee will be deducted.
Any discounts that were applied with a minimum purchase requirement may not be applicable after a removal of product(s) in an order. For discounts that are applicable on second/subsequent item, the discount will be revoked on partial return of the order, and the unreturned item will be charged in original price.
Email us at firstname.lastname@example.org and we'll help you place the return.
Please note that Urban Sophistication gift cards, and all purchases of Sale items are final (unless items are damaged) and no refund/return would be granted under any circumstances.
Unauthorized returns will be discarded.
How do I place a return?
We're sorry you didn't love your Urban Sophistication piece. Should you wish to return your item, please reach out to email@example.com with your order number and the pieces you'd like to return, and we'll take care of the rest. Please mention in the subject line RETURN.
Returns without prior communication with us will not be accepted.
How long does it take to process a return?
Credit card refunds usually take 5-10 business days to appear on your statement.
I received a defective item
We are 100% committed to making you happy. The US team checks every piece before it goes out the door to ensure you get the best. While we make every effort to ensure your cases arrive in perfect condition, sometimes things do go wrong. If you discover a fault with your piece, please send us an email with photos of the damage or defective item to firstname.lastname@example.org We will work with you to guarantee your satisfaction.
We only replace items if they are proven to be damaged within 10 days of the order delivery date.
What should I do if I receive a wrong product?
If you received a product different from the one that you ordered, sorry about that! Please contact us at email@example.com and we’ll be sure to get you the piece you ordered.
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed.
What forms of payment do you accept?
We accept Visa, Mastercard, American Express, JCB, Discover, and Diners Club credit cards. We also accept Klarna, PayPal, Apple Pay and Amazon Pay. Unfortunately, we cannot accept checks or money orders.
What can I do if my payment is declined?
Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
How can I update my order?
Please email us at firstname.lastname@example.org as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.
How can I check the status of my order?
You can view order status on your Account page, which will be updated as soon as you are charged for your shipment and again once your order ships.
How do I use my discount code?
You can use your discount code at the checkout page.
LOYALTY PROGRAM AND REWARDS
How do I join the rewards program?
You can join our loyalty program by clicking “JOIN NOW” on our rewards page here.
Are there benefits of joining the program?
Yes! Our loyalty program offers early access to even the most exclusive drops, as well as points you can redeem for a discount on your orders (Here’s a little secret: the higher tier you are, the more points you earn per action!)
How do I redeem points?
To redeem points you must first login to your account.
Upon logging in, you will have the option to choose how many points you want to redeem at checkout. When you click on the "apply" button, the points will be discounted from your order
Please note that additional discount codes do not work alongside reward-program discounts.
Can I earn points for past orders?
Yes! All orders from May 24th are eligible for points, you can log in to your account and then go to the rewards page to see how many points you have earned to redeem at checkout.
How do I keep track of my points and tier?
You can track your points, tier, and progress by logging into your account here
How long does it take for my points to show up in my account?
After leaving a review or doing a different point-earning action, it may take a few hours or even days for the points to show up on your account.
If you think your points did not post correctly, please contact our customer service at email@example.com so they can help you out.