Shipping & Returns* – 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+

SHIPPING & RETURNS

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Request a return

Please fill out the form with the appropriate subject selected. We will respond to your inquiry within 48 hours. Our hours of operation are Sunday to Thursday 9:30am - 6pm GMT (excluding holidays).

Have a question about something else? CONTACT US or check out our FAQs.

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 visitthis 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.

RETURNS & EXCHANGES

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
tohello@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 tohello@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.