Return Policy Urban Cuffs
**Return Policy**
**LATE DELIVERY OF ORDERS**
While we strive to ensure you receive your order within 15 days of purchase, we cannot guarantee this due to unforeseen circumstances that may affect shipping and stock availability. We do not offer refunds for items that are not delivered by a specific date, special occasion, or holiday.
Each product description indicates the expected shipping time. Please consider this when placing your order.
Once an order has been shipped, we are unable to cancel it.
**RETURN SHIPPING COSTS**
Return shipping costs are the customer’s responsibility. As our only warehouse is located in Asia (China), return shipping costs may be higher than usual, averaging around €20.
**CONTACT US**
If you have any questions about returning your order, please contact us via the contact form.
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**I received a defective or incorrect product. What should I do?**
Please contact us via the contact form, providing clear photos and/or videos of the product you received. This will help us better assess the situation.
Once our team has reviewed and confirmed your case, we will initiate a replacement. Unfortunately, we cannot process replacements without visual evidence of defects or incorrect items.
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**I want to return an order. What should I do?**
Our return address is international. Please request the return address from our team. Ensure you include a tracking number so we can trace the item back to our warehouse. Unfortunately, we do not cover return shipping costs.
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**Do I need to return the entire order?**
No, you only need to return the items you wish to send back.
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**When will I receive my refund after returning an item?**
We will process your refund once the item has been delivered to our warehouse. It usually takes 5–7 business days for us to receive your return, depending on logistics. Once the item arrives, we will initiate your refund within 2 business days.
However, please allow 3–5 business days for your bank to process the refund and credit the amount to your account.
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**My order was returned to the sender. What should I do next?**
Returns to the sender can happen for the following reasons:
- **Unclaimed item**: The customer must contact the local courier to arrange redelivery. (Please note you typically have 5 business days to claim the item if it wasn’t accepted on the first delivery attempt.)
- **Incorrect address**: The customer provided an incorrect address. This is a common issue. We recommend contacting your local courier/post office to retrieve the item using the local tracking number.
- **Refused customs fees/hidden charges**: While rare, this may occur and is beyond our control. If the courier has informed you of customs fees or other charges, please contact us, and we’ll gladly assist in resolving the issue.
---
**Do you offer prepaid return labels?**
We do not offer prepaid return labels. Unfortunately, all return shipping costs are the customer’s responsibility.
---
**How can I contact your customer service team?**
You can reach us via the contact form. We strive to respond within 24 hours. Please include your order number if your inquiry is related to a specific order!
**LATE DELIVERY OF ORDERS**
While we strive to ensure you receive your order within 15 days of purchase, we cannot guarantee this due to unforeseen circumstances that may affect shipping and stock availability. We do not offer refunds for items that are not delivered by a specific date, special occasion, or holiday.
Each product description indicates the expected shipping time. Please consider this when placing your order.
Once an order has been shipped, we are unable to cancel it.
**RETURN SHIPPING COSTS**
Return shipping costs are the customer’s responsibility. As our only warehouse is located in Asia (China), return shipping costs may be higher than usual, averaging around €20.
**CONTACT US**
If you have any questions about returning your order, please contact us via the contact form.
---
**I received a defective or incorrect product. What should I do?**
Please contact us via the contact form, providing clear photos and/or videos of the product you received. This will help us better assess the situation.
Once our team has reviewed and confirmed your case, we will initiate a replacement. Unfortunately, we cannot process replacements without visual evidence of defects or incorrect items.
---
**I want to return an order. What should I do?**
Our return address is international. Please request the return address from our team. Ensure you include a tracking number so we can trace the item back to our warehouse. Unfortunately, we do not cover return shipping costs.
---
**Do I need to return the entire order?**
No, you only need to return the items you wish to send back.
---
**When will I receive my refund after returning an item?**
We will process your refund once the item has been delivered to our warehouse. It usually takes 5–7 business days for us to receive your return, depending on logistics. Once the item arrives, we will initiate your refund within 2 business days.
However, please allow 3–5 business days for your bank to process the refund and credit the amount to your account.
---
**My order was returned to the sender. What should I do next?**
Returns to the sender can happen for the following reasons:
- **Unclaimed item**: The customer must contact the local courier to arrange redelivery. (Please note you typically have 5 business days to claim the item if it wasn’t accepted on the first delivery attempt.)
- **Incorrect address**: The customer provided an incorrect address. This is a common issue. We recommend contacting your local courier/post office to retrieve the item using the local tracking number.
- **Refused customs fees/hidden charges**: While rare, this may occur and is beyond our control. If the courier has informed you of customs fees or other charges, please contact us, and we’ll gladly assist in resolving the issue.
---
**Do you offer prepaid return labels?**
We do not offer prepaid return labels. Unfortunately, all return shipping costs are the customer’s responsibility.
---
**How can I contact your customer service team?**
You can reach us via the contact form. We strive to respond within 24 hours. Please include your order number if your inquiry is related to a specific order!