Urbanheer — Frequently Asked Questions (FAQ)
What is Magic and how does it work?
What is Magic and how does it work?
Magic is Urbanheer’s automatic savings system, loved by thousands every day. The more you spend, the more value is applied automatically.
Magic quietly works in the background to add exclusive value to every purchase without you needing to do anything.
How it works:
- No codes needed — Magic is automatically applied at checkout.
- It refreshes every 2 hours, giving you new, instant value throughout the day
- You simply shop normally, and Magic adjusts your savings based on what’s in your cart.
- It pairs with free shipping and free returns, making every purchase risk-free.
Why customers love it:
- Clear, effortless savings
- Premium experience
- Exclusive value on top-quality products
- Always-on, always-refreshing
Magic makes shopping fun, seamless, and rewarding — every purchase, every time.
What products and services does Urbanheer offer?
What products and services does Urbanheer offer?
Urbanheer offers premium designer and boutique products and services — from clothing, shoes, and accessories to decor, adventure toys, and lifestyle services. We specialize in fashion, lifestyle, and fitness, delivering seamless in-person and digital experiences through our retail store, website, and mobile app.
What happens once I place my order?
What happens once I place my order?
After placing your order, you’ll receive updates at every step — from confirmation to delivery — to keep you informed and in control.
- Order Received – Your order has been successfully placed.
- Order Confirmed – Inventory is secured, and payment is captured.
- Estimated Delivery Date (EDD) – The expected delivery timeframe is provided.
- On Its Way Soon – Your order is about to be shipped but may have a slight delay.
- Order Shipped – The order has left the warehouse and is in transit.
- Order Delivered – Your order has arrived at the provided shipping address.
- Order Complete – The order is successfully delivered and closed in our system.
For full details, please review our Shipping & Refund Policy or contact our support team at customercare@urbanheer.com.
What if there is a problem with my order?
What if there is a problem with my order?
Your experience and satisfaction are our top priority. If there’s an issue with your order, please reach out to our customer care team. You can contact us by email, phone, or through our website. Share your order number and a brief note, and we’ll assist you promptly.
What is your return and exchange policy?
What is your return and exchange policy?
We want you to love what you wear and enjoy a risk-free shopping experience with Urbanheer. If something’s not quite right, you can return or exchange items within 30 days of delivery. Items must be unused, unworn, and in their original packaging with tags intact. We offer free returns and exchanges on most items—please refer to our Return & Refund Policy for full details. Final Sale items cannot be returned or exchanged.
Refunds are processed within 5–7 business days after we receive and inspect the item.
Products & Services
What products and services does Urbanheer offer?
What products and services does Urbanheer offer?
Urbanheer offers premium designer and boutique products and services — from clothing, shoes, and accessories to decor, adventure toys, and lifestyle services. We specialize in fashion, lifestyle, and fitness, delivering seamless in-person and digital experiences through our retail store, website, and mobile app.
Where can I shop, experience products, and discover the latest?
Where can I shop, experience products, and discover the latest?
You can shop and explore Urbanheer’s latest collections through our website, mobile app, physical store, Instagram, and TikTok Shops, offering you seamless options to shop and experience our products.
We’ve also launched our new store in Kirkland, next to Lake Washington, blending a premium retail experience with the serene beauty of nature—our ultimate inspiration. Here, you’ll find quality fashion, lifestyle, and fitness products in an atmosphere designed to inspire.
Orders & Tracking
How can I place an order at Urbanheer?
How can I place an order at Urbanheer?
Simply browse our collection, add your favorite items to your cart, and complete your checkout securely. You can shop through our website, mobile app, or in person at our studio.
What happens once I place my order?
What happens once I place my order?
After placing your order, you’ll receive updates at every step — from confirmation to delivery — to keep you informed and in control.
- Order Received – Your order has been successfully placed.
- Order Confirmed – Inventory is secured, and payment is captured.
- Estimated Delivery Date (EDD) – The expected delivery timeframe is provided.
- On Its Way Soon – Your order is about to be shipped but may have a slight delay.
- Order Shipped – The order has left the warehouse and is in transit.
- Order Delivered – Your order has arrived at the provided shipping address.
- Order Complete – The order is successfully delivered and closed in our system.
For full details, please review our Shipping & Refund Policy or contact our support team at customercare@urbanheer.com.
Shipping & Delivery
Which regions do you ship to currently?
Which regions do you ship to currently?
We currently provide shipping services to the United States, Canada, Australia, and select regions of Europe.
Please note, Urbanheer is not offering direct checkout or shipping to India at this time. We will keep our customers updated if this changes in the future.
For any questions about your location, please reach out to customercare@urbanheer.com.
What are the delivery timelines?
What are the delivery timelines?
Delivery timelines vary based on your location and shipping method. Once your order is confirmed, we verify and update your Estimated Delivery Date (EDD) in your account page.
Shipping Times:
- Standard Orders: Delivery typically takes 1-7 business days for domestic orders and 7-16 days for international shipments. You’ll receive tracking details in your confirmation email.
- Ready-to-Wear Items (Luxury & Boutique Brands): Orders are processed within 1-4 days, undergoing a quality check to ensure the finest products. Shipping takes an additional 1-7 days, depending on your location. Most ready-to-wear items arrive within 3-10 days. Expedited shipping options may be available at checkout for an additional charge.
- Made-to-Order & Customized Items (Fashion & Decor): Processing times vary, with most custom orders shipped within 1-4 weeks. Please check the product description for specific timelines.
For full details, please review our Shipping & Refund Policy or contact our support team at customercare@urbanheer.com.
Returns & Exchange
What is your return and exchange policy?
What is your return and exchange policy?
We want you to love what you wear and enjoy a risk-free shopping experience with Urbanheer. If something’s not quite right, you can return or exchange items within 30 days of delivery. Items must be unused, unworn, and in their original packaging with tags intact. We offer free returns and exchanges on most items—please refer to our Return & Refund Policy for full details. Final Sale items cannot be returned or exchanged.
Refunds are processed within 5–7 business days after we receive and inspect the item.
How do I request a return or exchange?
How do I request a return or exchange?
Request directly from your account page on our website or mobile app, or email us at customercare@urbanheer.com.
Include your order number and reason for return or exchange. We’ll guide you through the next steps and provide a return label if eligible.
