Urban Sweetheart prides itself on customer service and satisfaction. If, for any reason, you are not satisfied with your item, you may return it for a refund or store credit (less shipping cost) within 30 days of receipt.  Return credits are issued within 1-3 days once the item is received and inspected. Returns are subject to the below conditions/terms:
  • Merchandise must be unworn, unwashed and unaltered.
  • Merchandise must have all tags attached.
  • Any merchandise marked "Final Sale" cannot be returned.
  • Hair accessories, makeup, earrings, ear cuffs, panties and bodysuits cannot be returned (for hygienic purposes).
  • All footwear returns must include the original shoebox in its original condition, without postal labels.
  • All swimwear returns must have hygiene liners still intact.
  • Original shipping charges are non-refundable.
  • Gift cards are non-returnable and non-refundable.
Please note that you are responsible for the shipping costs to return items for refund or store credit.  You may choose whichever carrier of your choice which ships within/to the United States, however we suggest sending the package with insurance, delivery confirmation or signature confirmation to ensure the package is delivered to us. Refunds/Store Credit request will be denied for items not received back in our office. Unfortunately we do NOT refund duties, taxes or shipping charges for both domestic or international orders.


    How to Return Your Item:

    1. Start your return by clicking here.
    2. Once you have found your order, select the item(s) you would like to return and indicate the reason for your return.
    3. Choose a return for store credit, refund or replacement. Please note that original shipping charges are non-refundable.
    4. Follow the on screen directions to complete your return.


    Store Credit

    Store credit will be issued in the form of an electronic gift card (e-gift card), which can be used immediately upon receiving. Your store credit will be sent to the email address used during checkout, so please ensure your email address is valid.

    • Store Credit may be used to purchase gift cards to our store.
    • Any purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the remaining balance due.
    • Store credit never expires.
    • Store credit is issued in U.S. Dollars.


    Damaged Items

    If your item arrived damaged or defective, we are happy to arrange for a prompt replacement. You can request a replacement by visiting our Return Center and selecting the "replacement" option. Please note proof of damage is required and must be uploaded/attached to the return request in order to be considered. 


    Returned/Refused Packages

    Packages that are refused or unclaimed will be refunded in the original payment form, less the original shipping cost plus a $5.99 restock fee.