FAQs – Urban Sophistication Skip to content

Free shipping on domestic orders $70+

International shipping available

Free shipping on domestic orders $70+

International shipping available

Free shipping on domestic orders $70+

International shipping available

Free shipping on domestic orders $70+

FAQS

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SALE

Policy

Due to high volume orders will be shipped within 3-10 business days.

Any purchase made during a sale is considered FINAL SALE and is not eligible for exchanges and refunds.

Please note that price adjustments are not available for orders made before or after the sale period, and for confirmed and shipped orders.

Due to the high volume of orders, please allow extra time for our team to ship your items. Once the order ships, a tracking confirmation email will be sent to you. We thank you for your patience.

Final sale items are subjected to the same defective item policy as regular items and must be communicated to hello@urbansophistication.com within 10 days of the delivery date.

Orders

What's my order status?

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.

How do I edit my order?

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.

How do I cancel my order?

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.

How do I exchange an item?

U.S domestic 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 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.

How do I return an item?

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, 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.

What happens if the item I ordered arrived damaged?

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 we would 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.

I received the wrong item

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.

Pre-Orders

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.

How do I use my discount code?

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

Shipping

Do you ship internationally?

Absolutely! International customers can shop our website in your local currency by selecting the currency at the bottom part of the homepage. We offer worldwide shipping to almost every country. We offer express shipping options via FedEx depending on the destination country.

Processing times

Due to high volume orders will be shipped within 3-10 business days.
Upon shipment, you will receive an email with your tracking information so you may track the package online.

Domestic U.S shipping

Domestic shipping can take up to 7 business days. Please note, we do not ship on the weekend and U.S holidays. As soon as your order ships you will receive the tracking number by email. Slight transit delays may occur due to weekends, holidays and weather conditions.

International shipping (DDU)

We currently offer standard international shipping, which can take up to 15 business days. Note, that Express International Shipping is available for some countries.
We do not ship on the weekend and U.S holidays. As soon as your order ships you will receive the tracking number by email.

*Please note that for international orders, we ship under DDU (Delivery Duties Unpaid) system. This means that you will be responsible for settling any necessary duties and taxes upon delivery and the shipping carrier will not release the package without payment for duties & taxes.

Customs fee and taxes

Based on which country you are in, the duty or customs fee will differ and unfortunately, we have no way of knowing the amount which they may charge you. As mentioned, we cannot determine or cover them.
Please note that customs payments are non-refundable and under the customer's responsibility. International orders that are refused due to customs and delivered back to us are subjected to a 50% restocking fee.

Route Protection - Shipping Insurance

As of August 5th, 2022, we offer Route Package Protection with every order to ensure your order is protected in case it gets lost, stolen or damaged during transit. Route protection can be added to your cart at checkout.
We highly recommed this service for both, domestic and international orders.
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 your compensation in the case your order gets lost, stolen or damaged during transit.

What do I do if my package is lost?

If you fear your order might be lost in transit and you did not opt for Route protection, please reach out to hello@urbansophistication.com and we will do our best to help you find your order!

What do I do if I put the wrong shipping address?

We would be more than happy to update your address as long as your order has not been shipped. Please reach out to us at hello@urbansophistication.com as quickly as possible so we can do our best to help you.
If your order has been shipped, you will need to contact your shipping courier for more information on how to proceed.

product

How can I find more information about a product?

You can learn all about our products on their individual product pages. If you have any questions or thoughts, please let us know by emailing us at hello@urbansophistication.com

How protective are your cases?

Our cases are protective, as well as light, slim and comfortable.

If a limited-edition color or style sells out, will it be restocked?

Once a limited-edition color sells out, it’s likely gone for good, so we recommend you go for it while it’s still available! You can sign up for restock alerts on the product page or sign up for our mailing list to be notified of surprise restocks.

BILLING

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.

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 details (such as the security code and billing address) match what you’ve entered into our system.

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 (The higher tier you are, the more points you earn per action!) Just make sure to log in to your account before placing an order.

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, 2023 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 hello@urbansophistication.com so they can help you out. 

contact us

How can I contact you?

You can contact us by sending an email to hello@urbansophistication.com, leave an inquiry using the 'contact us' form or use the chat located on the right bottom corner of our website.
Our customer care team is happy to help you with any questions or concerns and is available Sunday - Thursday, you can expect a reply within 72 hours. Please allow extra time for our team to ger back to you during sale periods and holidays, we thank you for your patience.