Delivery & Returns
We know once you’ve purchased something you are eager to get your order as quickly - and as cheaply – as possible. That’s why we offer 2 shipping methods. Please see below for more details about the UrbanShe21 shipping policy.
Q: How quickly will you ship my order?
A: Usually in 1-5 business days (not including holidays or weekends).
Q: What shipping methods do you use?
A: We use airmail. Express normally takes around 5-12 days and standard shipping usually takes between 9 and 18 days. Please note that this is in USPS's hands and it may be quicker, or longer depending on USPS.
Q: Can you guarantee shipping times?
A: Unfortunately not as these are down to the postal service. We ship orders as soon as we are able to when we have received your payment; this is usually within 1-3 days depending on how busy we are. We do not process orders during the weekend or on holidays.
Q: How much does shipping cost?
A: Standard shipping is absolutely free! For Express shipping:
Orders up to $30 = $5 for express shipping
Orders of $30 - $60 = $10 for express shipping
Orders of $60 - $100 = $15 for express shipping
Orders of $100 - $150 = $20 for express shipping
Orders of $150 - $200 = $25 for express shipping
Orders of $200+ = $25 for express shipping
Q: Any special offers on shipping I should know about?
A: Yes! Currently we are offering FREE standard shipping!
Q: Can I track my order?
A: Yes! Our service is fully traceable on websites such as usps.com
Q: Where do you ship to?
A: We ship worldwide
Q: What if USPS said they've delivered my order but I can't find it?
A: We're sorry but all we can do is suggest you check with family/room mates /neighbors/building security etc. We cannot be held responsible for anything shipped in good faith and stated as delivered.
Q: Can I request a refund if my order does not arrive in time for a certain date?
A: No, we are sorry but we can not refund orders that have already been shipped. You may return the order if you wish for a refund though.
Refunds, Returns and Exchanges
Of course we want you to be happy with your purchase and the service you received from us here at UrbanShe21. Please refer to the points below for more information about what to do if you have any issues.
To help the return process run smoothly:
1. FAULTY ITEMS: Please send us your order number, describe the issue and send us a photo(s) showing the fault.
2. CHANGE OF MIND/DO NOT LIKE ITEM: Please send us your order number and tell us the reason for return.
3. ITEM DOESN'T FIT: Please send us your order number, the measurements of the garment you received and the size on the package or garment.
4. Please do not send returns to the address on the package. Returns will only be honored if they are sent to the international address provided by Customer Service.
1. Items may be returned within 30 days of delivery. Simply contact us and describe the problem (with photos) or the return reason along with your order number.
2. Items must be in original unworn condition (of course you may try the garment on, but do not wear it outside).
3. We are responsible for the following: marks, broken zipper, rips or tears, obvious color difference, major difference between the photographed product and the product received. Please be assured that we will accept full responsibility for any errors or issues that are our fault.
4. If you have chosen the wrong size/color or do not like the item (item is not faulty) please contact us to arrange a return. You are responsible for all shipping charges incurred on returned/exchanged merchandise.
5. If your garment doesn't fit please contact us telling us the bust/waist/length measurements of the item you received and the size on the label or package. We ask that you check measurements carefully before purchase so we will deal with this on a case by case basis. As noted in the listings, garments are measured by hand, so please allow for a possible small difference to the chart.
6. Orders must be returned with a tracking or reference number and your order number written clearly on the outside of the parcel.
7. We will process your exchange or refund once we have received the item(s) at our international returns facility in Shanghai.
Please contact us BEFORE you return any goods. Do NOT return parcels to the address on the package as this is our shipping agent and they will NOT return packages to us.
Got any other questions that we haven’t covered here? Just drop us an email at UrbanShe21@outlook.com or send us a message via the Contact Us button on this website and we’ll get back to you as quickly as possible!