Politique de remboursement

COVID-19 UPDATE 8/6/2020: Our production and shipping partners are still experiencing significant delays due to the impact of COVID-19. We are in communication on a daily basis to ensure that orders are fulfilled on time, but please note that some orders may be delayed up to 5 weeks. Unfortunately this is out of our control. We appreciate your understanding and for wearing our fresh looks

 

Returns, Cancellations, & Refunds  
If you're looking at this page, it's probably because you ordered something from us. Yay! and thank you. Urban Letter is a minority owned small business and is supported through amazing customers like YOU! Urban Letter is committed to your satisfaction. 

 

Can I cancel my order? 

  • Sure! Buyer's remorse? To cancel an order, please contact Urban Letter within 24 hours of your purchase date. Once your order is in production, it can no longer be cancelled. Please contact us with your order number at support@urbanletter.com to cancel your order. 

 

What is your return policy?

  • We offer no-hassle free 30-day returns on any defective or damaged items. 

  • Outside of damaged or defective items, we cannot offer returns since your items are created uniquely for you.This includes ordering a wrong size, style, or color. We print the exact number of garments, based on the orders that came in, and we do not have extras.

  • Please review your order before you finish checkout to avoid any issues. We will also send an e-mail with details about your order immediately after your order is placed, and if there are any discrepancies in your order at that point, please contact us to make a change at support@urbanletter.com. 

  • We hope to be able to offer free no-hassle returns on all products in the future, stay tuned!

 

Can I exchange my item for another or for a different size?

  • All of our items are created on-demand, when ordered. At this time we are not able to offer size or item exchanges. Please refer to our detailed sizing charts on each item and inspect your order thoroughly before purchasing. Thank you!   

 

My order arrived damaged, what should I do?

  • Oh no! Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you believe your package was damaged in shipping, we require that you contact us within 5 days of delivery. If there is an issue with your product, please contact us with your order number at support@urbanletter.com. 

 

Can I get a refund?

  • We will issue refunds for orders that are defective, e.g. misprints, receiving the wrong color or size, or a damaged product. If a return or exchange is requested, we will review the request and determine if a refund or exchange will be given. Refund/exchange requests must be made within 30 days of the purchase.
  • At this time, no refunds will be given for mistakes made outside of our control. This includes ordering a wrong size, style, or color. We print the exact number of garments, based on the orders that came in, and we will not have extras.
  • Please review your order before you finish checkout to avoid any issues. We will also send an e-mail with details about your order immediately after your order is placed, and if there are any discrepancies in your order at that point, please contact us to make a change at support@urbanletter.com. 
  • Certain types of items cannot be refunded, like items that have been used, damaged, or worn as well as sale items. Please get in touch if you have questions or concerns about your specific item. 

For more information, please visit our Help Center page.