Shipping policy

Last Revised: July 25, 2025

Thank you for shopping with Urban & Lace. This policy explains how orders are prepared, shipped, tracked, and delivered, as well as what customers should do if a delivery is delayed, missed, or lost.

1. Order Processing

After an order is successfully submitted, our fulfillment team will begin preparing it for shipment.

Order verification, packing, and transfer to the shipping carrier generally require up to 3 business days.

Orders submitted during a weekend will normally begin processing on the following Monday.

2. Delivery Estimates and Shipping Charges

Standard international delivery generally takes approximately 10–20 business days after the order has been processed and shipped.

A flat shipping fee of USD $5.99 per order applies unless a different rate or shipping promotion is displayed during checkout.

All delivery periods are estimates rather than guaranteed arrival dates.

3. Circumstances That May Delay Delivery

A shipment may occasionally take longer than expected due to events outside the direct control of Urban & Lace.

Possible causes include:

  • Customs inspections or clearance procedures

  • Carrier interruptions

  • Transportation delays

  • Severe weather

  • Public holidays

  • High seasonal shipping volume

  • Local postal service disruptions

We appreciate your understanding when external conditions affect the estimated delivery schedule.

4. Shipment Tracking

Once your order has been dispatched, a shipping confirmation email will be sent to the email address entered during checkout.

This message will include a tracking number that may be used with 17TRACK or the applicable carrier’s tracking service.

Please note that newly issued tracking details may take several days to appear or become active in the carrier’s system.

5. Orders Delivered in Multiple Parcels

An order containing more than one product may be divided into separate shipments.

This may occur when items are stored at different fulfillment facilities or when shipping them separately may reduce the overall waiting time.

Each parcel may:

  • Be dispatched from a different warehouse

  • Arrive on a different date

  • Have its own tracking number

Receiving only part of an order does not necessarily mean the remaining items are missing.

6. Requesting an Order Change

Requests to correct delivery details or modify an order should be submitted within 12 hours of placing the order.

Possible changes may include:

  • Recipient information

  • Shipping address

  • Product size

  • Product color

  • Ordered quantity

Email support@urbanandlace.com and provide:

  • Your order number, for example: 071SHOP-123331

  • The email address used during checkout

  • A complete description of the requested correction or modification

We will make a reasonable effort to apply the requested change. However, changes cannot be guaranteed after processing or fulfillment has started.

7. Missed Delivery Attempts

When a delivery cannot be completed, the carrier may leave a notice or temporarily hold the parcel at a local postal office, pickup point, or carrier facility.

Customers should first use the tracking number to contact the local delivery provider and arrange collection or redelivery where available.

Urban & Lace is not responsible for parcels returned because:

  • An incorrect or incomplete address was provided

  • The recipient was unavailable

  • A delivery notice was ignored

  • The parcel was not collected within the carrier’s required period

8. Delayed Tracking or Delivery

When a shipment appears to be taking longer than expected, first review the tracking history.

If the tracking record shows activity within the previous 7 days, the package is generally still moving through the carrier’s network.

If no new scan or tracking event has appeared for more than 7 days, contact support@urbanandlace.com and include:

  • Your order number

  • The email address associated with the purchase

Our support team will review the available delivery information and assist where appropriate.

9. Lost or Stolen Shipments

If the shipping carrier officially confirms that a parcel was lost while in transit, Urban & Lace will provide a replacement at no additional product or shipping cost.

Packages that have been marked as Delivered by the carrier are not considered lost in transit.

If tracking confirms delivery but the package cannot be located, customers should check:

  • Around the delivery location

  • With household members

  • With nearby neighbors

  • With reception, building management, or security staff

  • With the local delivery carrier

Urban & Lace does not cover packages that are lost or stolen after the carrier has confirmed successful delivery.

10. Shipping Locations and Available Destinations

Urban & Lace provides international shipping to many destinations.

Depending on product availability and the delivery location, an order may be dispatched from fulfillment facilities in:

  • The United States

  • Canada

  • Australia

  • Countries within the European Union

  • Other locations operated by approved fulfillment partners or manufacturers

Shipping directly from a trusted manufacturing or fulfillment partner may help us maintain product availability, quality standards, and competitive pricing.

In the uncommon event that we are unable to deliver to the destination entered during checkout, we will contact the customer as soon as reasonably possible.

11. Customs, Import Duties, and Taxes

International orders may be subject to customs charges, import duties, taxes, handling costs, or other fees imposed by the destination country.

Unless clearly stated otherwise during checkout:

  • These charges are not included in the product price

  • These charges are not included in the shipping fee

  • The recipient is responsible for paying any applicable amount

Urban & Lace does not control customs charges and cannot determine the exact amount before the order reaches the destination country.

12. Customer Responsibility for Address Accuracy

Customers are responsible for entering complete and accurate delivery information before submitting an order.

Please carefully review:

  • Recipient name

  • Street address

  • Apartment, suite, or unit number

  • City

  • State or province

  • Postal code

  • Country

  • Contact information

Urban & Lace is not responsible for delays, failed deliveries, lost packages, or returned parcels resulting from inaccurate, incomplete, or outdated information supplied by the customer.

13. Completion of Delivery

A shipment is considered successfully delivered once the carrier’s tracking system confirms delivery to the address provided with the order.

Our shipping responsibility ends after confirmed delivery.

Urban & Lace is not liable for theft, loss, removal, or damage occurring after the carrier records the package as delivered.

14. Estimated Shipping Times

All processing and delivery periods stated in this policy are approximate.

Urban & Lace is not responsible for delays caused by customs agencies, postal services, transportation providers, weather events, public emergencies, or other circumstances beyond our reasonable control.

Customer Support

For questions concerning processing, shipment tracking, delayed delivery, lost parcels, or order changes, please contact:

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

To help us review your request efficiently, include your order number and the email address used when placing the order.