FREQUENTLY ASKED QUESTIONS
1. CAN I RETURN AN ITEM?
Yes you can return the item within 30 days in original condition for store credit
2. CAN I EXCHANGE AN ITEM?
Yes you are able to exchange items. Item(s) must be sent back within 72 hours of you receiving your order. Urban Luxuriance does not provide return labels. Customers are responsible for shipping charges when sending merchandise back to us. We do suggest using USPS as it is the most cost efficient.
3. CAN I CANCEL MY ORDER?
No, once an order is placed we are unable to cancel it. We process all orders as quick as possible to ensure that all of our customers receive orders in a timely manner.
4. WHERE IS MY ORDER?
You will receive a confirmation email once you’ve placed an order. Once your order has been processed and dispatched, you will then receive an additional email with your tracking details. Please allow up to 48 hours for USPS to provide tracking updates. If for some reason USPS is not able to deliver your package, your package will be held at your local USPS until you pick it up or schedule a redelivery. NOTE: SOME ITEMS MAY BE SHIPPED SEPARATELY
5. WHAT SHOULD I DO IF I RECEIVE A DAMAGED OR INCORRECT ITEM?
On behalf of Urban Luxuriance we apologize if you’ve received a damaged or the incorrect item. Please send us an email within 24 hours of receiving your packages as well the order number, and picture proof of your damaged or incorrect item. If you fail to do all of the things listed within 24 hours of receiving your package we will be unable to replace your item(s).
6. WHAT HAPPENS IF I FORGET TO USE MY DISCOUNT CODE?
Unfortunately once your order has been placed we are not able to manually add the discount. You may use the discount on your next purchase if the code is still valid.
7. MY PACKAGE HAS BEEN LOST OR STOLEN WHAT SHOULD I DO?
We’re sorry to hear that your package has been lost or possibly stolen. Please contact your local USPS and provide them with your tracking number. Once items are dispatched from our office we hold no responsibility for it being lost or stolen.