Our focus is on quality, materials, fit, craftsmanship, and personal service. Products may include limited collections, seasonal releases, designer pieces, custom or made-to-order items, and exclusive member offers.

Urbanheer also provides personalized styling, product guidance, member benefits, Signature Credit, and customer support to help create a more personal shopping experience.

What products does Urbanheer offer?

Urbanheer offers clothing, footwear, accessories, and select lifestyle and home products. Assortment may vary by season and availability.

Are all products made by Urbanheer?

No. Our assortment may include Urbanheer-designed products alongside products from selected designers, brands, boutiques, creators, and manufacturing partners.

Are products authentic?

Urbanheer is committed to sourcing authentic products from trusted brands, suppliers, boutiques, and partners.

Will products look exactly like the images?

We aim to represent products accurately. Natural fabrics, handmade details, embroidery, leather, finishes, colors, and patterns may have slight variations.

How do I choose the right size or fit?

Please review the product-specific size and fit information. Our team can also provide personalized fit and styling guidance before purchase.

Do you offer personal styling?

Yes. Eligible customers and Urbanheer members may receive personalized styling, product recommendations, and assistance completing a look.

Do you offer custom or made-to-order products?

Certain products may be customized, personalized, specially sourced, or made to order. These products may have different production times and may not be eligible for cancellation, return, or exchange.

How can I place an order?

You can shop Urbanheer in the way that works best for you: through our website, mobile app, in person at our studio, or by contacting our team for assistance.

Browse the collection, select your items, and complete checkout securely. If you need help with sizing, product details, accessibility, or placing an order, our team is available to assist.

What happens after I place my order?

We’ll keep you informed throughout the order journey:

• Order Received — Your order has been successfully placed.
  
• Order Confirmed — Your order is confirmed and payment is processed.
  
• Estimated Delivery Date (EDD) — Your expected delivery timeframe is provided.
  
• On Its Way Soon — Your order is preparing to ship.
  
• Order Shipped — Your order has left the warehouse and tracking is available.
  
• Order Delivered — Your order has arrived at the shipping address provided.
  
• Order Complete — Delivery is confirmed and the order is complete.
  

How do I track my order?

Once your order ships, you’ll receive tracking information by email and, where available, through your Urbanheer account or app. Carrier tracking may take some time to update after shipment.

What if I need help with my order?

We’re committed to making shopping accessible and inclusive. If you have a disability, accessibility need, communication preference, or need help placing, tracking, or managing an order, please contact our customer experience team. We’ll work with you to provide reasonable assistance or an alternative way to complete your request whenever possible.

For additional support, review our Shipping & Refund Policy or contact customercare@urbanheer.com.

Urbanheer delivers to the United States, Canada, Australia, Europe, India and other supported regions.

What shipping options do you offer?

• Complimentary U.S. Shipping — Standard shipping on every U.S. order
• Expedited Delivery — Faster options available at checkout
• International Shipping — Discounted flat rates, shown at checkout based on destination
• Gift Delivery & Wrapping — Available on select products and orders

Where do orders ship from?

Our Kirkland, Washington studio, or our partners in Europe. Each product page and your bag show where a piece ships from and when it will arrive.

Will I pay duties or tariffs?

No duties or tariffs on U.S. orders, including pieces shipped from Europe. For orders outside the U.S., duties and taxes may apply depending on your destination.

How quickly are orders processed?

Orders placed before [2 PM Pacific Time] on business days are usually processed the same day. Later orders are processed the next business day. Custom or made-to-order pieces may take longer.

How long does delivery take?

Within the U.S., pieces shipped from Kirkland typically arrive in 2–5 business days, and pieces shipped from Europe in [7–12] business days. Your exact estimate is shown on each product page and in your bag.

Can items arrive separately?

Yes. If your order includes pieces from different locations, they may arrive in separate deliveries, at no extra cost.

Who delivers my order?

We work with trusted carriers including UPS, FedEx, DHL, USPS and Canada Post, along with local partners depending on destination.

For assistance, contact customercare@urbanheer.com.

Returns & Exchanges

What is Urbanheer’s return policy?

Eligible items may be returned within 30 days of delivery, provided they are unworn, unused, unwashed, and returned in original condition with tags and packaging.

Can I exchange an item?

Yes. Eligible items may be exchanged for a different size, color, or product, subject to availability.

Are any items non-returnable?

Yes. Certain custom, personalized, made-to-order, final-sale, seasonal, furniture, or specially sourced items may not be eligible for return or exchange.

How do I start a return or exchange?

Contact our customer experience team with your order number and the item you would like to return or exchange. We’ll provide the next steps.

When will I receive my refund?

Once your return is received and approved, refunds are issued to the original payment method. Processing times may vary by payment provider.

Are shipping charges refundable?

Original shipping charges and expedited delivery fees are generally non-refundable unless required by law or the return is due to an Urbanheer error.

For assistance, contact customercare@urbanheer.com.

Link to your returns/refund policy.

Visit our Kirkland waterfront studio for a personalized shopping experience, styling assistance, and private appointments.

What are Urbanheer Studio hours?

Our studio is open every day from 10:00 AM to 7:00 PM, with a daily break from 12:00 PM to 1:00 PM.

Do I need an appointment?

Appointments are recommended for personalized styling, fittings, product consultations, and a more dedicated studio experience.

Can I visit without an appointment?

Yes. Walk-ins are welcome during studio hours, subject to team availability.

What services are available at the studio?

Our team can assist with personalized styling, sizing and fit, product discovery, purchases, order support, and member services.

Do you provide accessibility assistance?

Yes. If you have an accessibility need or require additional assistance during your visit, please let our team know when scheduling your appointment so we can help make your experience comfortable and accessible.

Studio Hours: Every day, 10:00 AM–7:00 PM

Daily Break: 12:00 PM–1:00 PM