Returns, Exchanges & Price Protection

At Urbanheer, every piece is chosen with care, and we want you to feel the same certainty when it arrives. If something isn't right, our Client Care team is here to make it right.

Complimentary Returns & Exchanges

Returns and exchanges are complimentary on eligible items. We provide a prepaid return label for orders within [the United States / list countries].

Returns Within 30 Days

You may return eligible items for a full refund within 30 days of delivery.

Pieces should be returned:

• Unworn, unwashed and unused
• In their original condition, with all tags attached
• In their original Urbanheer packaging, where applicable

How to Return

1. Request your return from your orders page, or write to us at customercare@urbanheer.com.
2. We'll send your prepaid return label and instructions.
3. Please ship your return within [14] days of your request.
4. Once your return arrives and has been reviewed, we'll confirm your refund by email.

Refunds are issued to your original payment method within 4–7 business days of approval. Your bank may take a few additional days for the funds to appear.

Exchanges

Need a different size or color? Request a complimentary exchange from your orders page, subject to availability. To secure your new piece, we can ship it once your original item is on its way back to us.

Store Credit

If you prefer, you may choose store credit instead of a refund. We can issue it right away so you can reserve another piece while it's available. Your new order ships once we receive your return.

7-Day Price Protection

If the Urbanheer price of an item you purchased drops within 7 days of your order, we'll credit you the difference.

The same item, size and color must be available at the lower Urbanheer price. Price Protection does not apply to limited-time promotions, promotional codes, event or private pricing, or final-sale items.

Approved adjustments are credited to your original payment method or as store credit. Price Protection does not extend the 30-day return period.

Extended Returns

Our standard return period is 30 days from delivery. In exceptional circumstances, Client Care may approve a return up to 6 months after delivery. Extended returns are reviewed individually and are valid only when confirmed by Urbanheer in writing.

Damaged or Defective Items

If a piece arrives damaged or defective, please contact customercare@urbanheer.com as soon as possible with your order number and photographs.

If a concern appears after wear, we may ask for photographs or for the item to be returned for inspection. Confirmed manufacturing or material defects will be resolved by repair, replacement, store credit or refund.

Normal wear, accidental damage, alterations or care that doesn't follow the garment's label are not considered defects.

Items That Cannot Be Returned

Unless approved by Urbanheer or required by law, the following cannot be returned:

• Custom-made or personalized pieces
• Furniture
• Personal care products and opened fragrances
• Products requiring assembly, once assembly has begun
• Items marked Final Sale or Non-Returnable

Any item that cannot be returned is clearly marked on its product page before purchase. Outerwear, including coats and jackets, is returnable unless marked otherwise.

Review of Returns

Every return is reviewed on arrival. If an item doesn't meet the conditions above, we may decline the return or adjust the refund, and we'll always explain why.

Updates to This Policy

Urbanheer may update this policy from time to time. The policy in place on the date of your purchase applies to your order. Nothing in this policy limits your rights under applicable law.

Client Care

For any question about an order, return, exchange or Price Protection request, write to customercare@urbanheer.com or call (425) 380-9871, Monday to Friday, 9 AM–6 PM Pacific Time.