FAQ

ORDERS

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WHERE CAN I FIND MY TRACKING NUMBER?

All tracking will be available once your order is on its way! You will be provided with the tracking number and keep an eye on your order status.

You can also track your orders on this page

trackorder

You can also track the number here

17track.net

WHEN WILL YOU SHIP MY ORDER?

Your order will ship out as soon as it’s processed by our warehouse. Our order processing times are:

1 - 3 Business Days Depending On Product Design and Item.

You will receive tracking information of your parcel by email between 1 to 5 business days of ordering.

MY ORDER STATUS SAYS “DELIVERED” BUT I HAVE NOT RECEIVED IT.

Please contact us at info@urban-atlas.com

WHAT IF THE ORDERS NOT DELIVERED IN TIME?

Over 60 days not delivered , we can make resend or full refund!

THERE’S SOMETHING WRONG WITH MY ORDER.

Please contact us at info@urban-atlas.com for a resend or refund.

HOW LONG DOES IT TAKE FOR A RETURN/EXCHANGE TO BE COMPLETED?

We typically process returns/exchanges within 48 hours upon receiving your package.

INTERNATIONAL CUSTOMERS

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WHY ISN’T THIS PRODUCT AVAILABLE TO SHIP TO MY COUNTRY?

The availability of products for shipping to specific countries is determined by a variety of factors, including import restrictions, trade agreements, and logistical considerations. We continually review and update our shipping policies and are constantly working to expand our reach to new markets. We apologize for any inconvenience this may have caused and appreciate your understanding.

DO YOU SHIP INTERNATIONALLY?

We currently ship to over 50 countries worldwide! click here to view the full list.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

Shipping times vary depending on your country of residence. Visit this page for a list of general shipping times per country and if you order with us you will recieve a trackingnummer to keep an eye on your package.

WILL I NEED TO PAY DUTIES AND TAXES?

With Urban Atlas you will never have to pay extra's. All the duties and taxes are included in the price. No hidden costs!

RETURNS/EXCHANGES

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HOW DO I RETURN/EXCHANGE AN ITEM?

We want you to fall in love with your purchase and we continually strive to deliver the highest quality products possible. If for some reason, you are not completely satisfied with your purchase, you may return it for REFUND or EXCHANGE it for another style within 30 days of receiving your order.

Merchandise must be returned within 30 days of receipt.
Merchandise must be unworn and unwashed.
Merchandise must have all original tags attached.
Except for quality issues, special products Clearance sale are not participating in the return policy.If your order has been paid through Store Credit or Coupon code only, please note that all products will become Final Sale or Clearance Sale and not eligible for return or refund.

CAN I RETURN OR EXCHANGE AN ITEM IF I HAVE ALREADY USED IT?

Unfortunately, we are unable to accept returns or exchanges on items that have already been used. We recommend reviewing our sizing guide and product descriptions carefully before making a purchase to ensure the perfect fit.

WHAT IS THE RETURN POLICY FOR SALE ITEMS OR ITEMS PURCHASED WITH A DISCOUNT CODE?

Sale items or items purchased with a discount code can't be returned or exchanged. If the're is something wrong with the order You retain the right to a refund. Please refer to our Refund policy for more information.

HOW LONG DO I HAVE TO RETURN OR EXCHANGE AN ITEM?

You have 30 days from the date of purchase to return or exchange an item. Please note that the item must be in its original condition with tags attached.

DO I NEED TO PROVIDE PROOF OF PURCHASE FOR A REFUND OR EXCHANGE?

Proof of purchase is required for all refunds or exchanges. This can be in the form of a receipt, order confirmation email, or packing slip.

IS RETURNING AN ITEM FREE?

Unfortunately, we are not able to offer free returns at this time. Return shipping costs are the responsibility of the customer unless the item is being returned due to a manufacturer defect.

WHAT ITEMS ARE NOT ELIGIBLE FOR RETURNS OR EXCHANGES?

Items that are not eligible for returns or exchanges include final sale items and items that have been used or washed.

REFUNDS

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HOW DO I INITIATE A REFUND REQUEST?

To initiate a refund request, if you have made the purchase using an Urban Atlas account, you can initiate a refund request in your account. If not, please contact our customer service team at info@urbanatlas.com. Provide your order number and reason for the refund request.

HOW LONG DOES IT TAKE TO RECEIVE A REFUND?

Refunds typically take 3-5 business days to process once the returned item is received. Please allow additional time for the refund to reflect in your account.

CAN I RETURN AN ITEM FOR A REFUND IF I’VE USED IT?

In most cases, items that have been used cannot be returned for a refund. Please refer to our return policy for more information.

DO I NEED THE ORIGINAL PACKAGING TO RECEIVE A REFUND?

While original packaging is preferred for returns, it is not always necessary to receive a refund. Please contact our customer service team for further assistance.

WHAT HAPPENS IF I RECEIVE A DAMAGED OR DEFECTIVE ITEM?

If you receive a damaged or defective item, please contact our customer service team immediately for a resolution. We may offer a replacement, exchange, or refund depending on the circumstances.

CAN I RECEIVE A REFUND IF I PAID WITH A GIFT CARD OR STORE CREDIT?

Refunds can't be issued for purchases made with a gift card or store credit.

HOW DO I TRACK THE STATUS OF MY REFUND?

To track the status of your refund, check your Urban Atlas account.

Don't have a account? Please contact our customer service team with your order number. We will provide updates on the refund process.

Thank you for your understanding and continued support. We love, and appreciate each and every one of you.

- URBAN ATLAS