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At URBAN THREADS LTD., we are committed to ensuring that our customers are completely satisfied with their purchase. However, if for any reason you are not satisfied with your order, we are here to help. Please read our Refund & Return Policy below, which outlines how you can return items and receive a refund, exchange, or store credit.
We accept returns on most products within 30 days from the date of delivery, provided the following conditions are met:
The item must be in its original condition, unused, unwashed, and free from any damage.
All original packaging, labels, and accessories must be included.
A proof of purchase (order confirmation, receipt, or invoice) must be provided.
Non-returnable items include:
Customized or personalized items
Downloadable or digital products
Perishable items or hygiene-sensitive goods (such as toiletries, beauty products, etc.)
Final sale or clearance items
Gift cards
To start the return process, please follow these steps:
Contact Us: Reach out to our customer support team at [email protected] or +1 317-691-5112, or visit www.urbansthread.shop to initiate the return request.
Return Authorization: Upon approval, we will send you a return authorization and, if applicable, a prepaid return shipping label.
Package Your Return: Carefully pack your item in its original packaging, ensuring all tags and accessories are included.
Ship Your Return: Send the return package to the address provided. If using our return label, simply drop off the package at the designated carrier's drop-off location.
Please note that return shipping fees may apply depending on the circumstances outlined below.
A $10 return shipping fee will be deducted from the refund if you choose to return the item to the original form of payment.
If you are returning the item for store credit, no return shipping fees will be applied.
For international returns, customers are responsible for all return shipping costs and any customs duties or taxes.
Once your returned item is received and inspected:
Refunds to Original Payment Method: If the return is approved, we will issue a refund to your original payment method. This typically takes 7–10 business days depending on your payment provider.
Store Credit: Returns processed for store credit will be credited to your account or issued as a gift card within 3–5 business days.
Please be aware that your financial institution may take additional time to reflect the refund on your account.
If you receive a defective, damaged, or incorrect item, please follow these steps:
Contact us within 7 days of receiving the item at [email protected] or +1 317-691-5112, providing your order number and photographic evidence of the issue.
We will issue a full refund, send you a replacement, or provide store credit, depending on your preference and the availability of the item.
For our international customers, the following applies:
Return shipping costs are the customer’s responsibility and will not be refunded.
International orders may be subject to additional import taxes, customs duties, or VAT upon entry into the destination country, which are non-refundable.
We recommend using a trackable shipping service and retaining a receipt to ensure the safe return of your item.
If you received an item as a gift and would like to return it:
Returns can be processed for store credit only, and a digital gift card will be issued.
Please ensure that you provide the gift giver's name or order number to facilitate the process.
At this time, we do not offer direct exchanges. If you wish to exchange an item for a different size, color, or model:
Please initiate a return for a refund or store credit, and place a new order for the desired product separately.
If you wish to cancel an order before it has been processed, please contact us as soon as possible at [email protected] or +1 317-691-5112.
Once an order has been shipped, it cannot be canceled and must be returned following the standard return process.
Our customer service team is here to assist you with returns, exchanges, and any other inquiries. Please contact us at:
📧 Email: [email protected]
📞 Phone: +1 317-691-5112
🏢 Address: 345 Capitol Avenue, Indianapolis, Indiana
🌐 Website: www.urbansthread.shop
Our office hours are Monday through Friday from 9:00AM - 18:00PM(local).
We reserve the right to modify or update this Refund & Return Policy at any time. The most recent version of the policy will be available on our website at www.urbansthread.shop.
Last Updated: 2025/04/16
Thank you for shopping with URBAN THREADS LTD.. Your satisfaction is our priority, and we are committed to making your experience with us as seamless as possible.
