Return Policy

Last Revised: July 25, 2025

Thank you for purchasing from Urban & Lace. We want every customer to have a dependable shopping experience and will make reasonable efforts to address eligible order concerns fairly and efficiently.

If there is a problem with your purchase, contact our customer care team at support@urbanandlace.com. Please provide your order number, such as 015SHOP-1218, together with the email address entered during checkout.

Final Sale Terms

Unless otherwise stated in this policy, all orders placed with Urban & Lace are treated as final sale.

We do not accept standard returns or exchanges for reasons such as a change of mind, personal preference, incorrect size selection, or an unwanted item.

A claim may be considered only when the product:

• Arrives visibly damaged
• Has a verified defect or quality problem
• Is different from the item ordered

Damaged, Faulty, or Incorrect Products

Although we take reasonable steps to review product quality, an item may occasionally arrive damaged, defective, or incorrect.

Please examine your delivery promptly after receiving it. Any eligible concern must be reported within 7 days of the delivery date.

Before any resolution can be considered, email support@urbanandlace.com and include:

• Your order number
• The email address connected to the purchase
• A detailed description of the problem
• Clear photographs or video showing the damage, defect, or incorrect item

Our support team will evaluate the information provided. If the claim is approved, the available resolution may include:

• A replacement product
• A partial refund
• A full refund

The resolution offered will depend on the circumstances of the claim and the evidence submitted.

Refund Processing

When a full or partial refund is authorized, the amount will be returned through the original payment method used for the order.

After the refund has been issued, it generally takes approximately 7–12 business days to appear in your account. The exact timing depends on the processing procedures of your bank, card issuer, or payment provider.

Urban & Lace does not control delays caused by financial institutions after a refund has been submitted.

Exchange and Replacement Terms

Urban & Lace does not provide routine product exchanges.

A replacement may only be offered when:

• The item arrived damaged
• The item has an approved defect
• The wrong product was delivered

All replacement requests must first be reviewed and accepted by our customer service team.

Returns Sent Without Approval

Do not mail or return any product unless you have received clear instructions and authorization from Urban & Lace customer support.

Packages sent back without prior approval may be refused or left unprocessed. Unauthorized returns are not eligible for:

• A refund
• A replacement
• Store credit
• Any other form of compensation

Contact us before returning any item so our team can review the case and provide the appropriate instructions.

Contact Urban & Lace

For assistance with a damaged product, incorrect item, refund request, replacement claim, or another eligible order issue, please contact:

Brand: Urban & Lace
Email: support@urbanandlace.com

Including your order number and checkout email in the first message will help our team review your request more efficiently.