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Refund Policy

REFUNDS 


If you received a damaged or defective item please contact our customer service team within fourteen (14) days from the time of order by emailing support@urbandoll.com. Please provide pictures and a video of the damaged package, along with your order number. After examining your request, we will then exchange one product/SKU per purchase free of charge. If a customer decides to initiate a return, please note that there will be a $9.95 USD shipping fee deducted from the refund amount on all returned orders. 


We will refund your original payment method within fourteen (14) business days. Unfortunately, we cannot refund your original shipping charges. In order to receive a full refund, customers must return all items in their order. If the customer orders a kit or bundle, all items must be sent back for a full refund. If an order is missing an item, we will deduct $10 USD for each missing item from the total refund amount. If you purchase our products via Shop Pay with installments and would like a refund, please email our customer service at support@urbandoll.com. Customers will be refunded the total amount of successful payments paid to affirm. We reserve the right to refuse a refund request if it does not comply with our policies.


Package Protection is an optional and additional fee based on your order amount. Protection can range from $3.00 USD to $10.00 USD, and automatically covers eligible orders. Package Protection means that you can request a replacement of your order if: (i) you didn’t receive your order, or (ii) the product was stolen, or (iii) the product arrived damaged or different than described on our website. 


RETURNS & EXCHANGES

We aim to make returns and exchanges easy!

Our Products can be returned or exchanged under the following conditions:

  • The Product(s) is in its original condition and packaging and received within fourteen (14) days from the date of purchase.
  • All returns/exchanges must be accompanied by the original receipt or packing slip. 
  • Products are purchased directly from our website.
  • Products purchased during a 'final sale' promotion are ineligible for returns/exchanges.
  • Please note that there will be a $9.95 USD shipping fee deducted from your final refund for all returns.
  • Once your return is received, it can take up to ten (10) business days for the refund to process.

If you received a damaged or defective item please contact our customer service team within fourteen (14) days from the time of order by emailing support@urbandoll.com. Please provide pictures and a video of the damaged package, along with your order number. After examining your request, we will then exchange one product/SKU per purchase, free of charge. 


Customers are only allowed to exchange their order once. Customers can only exchange an item of equal value. If customers choose to exchange for an item of greater value, customers must pay the rest of the balance.

Items that are NOT eligible for exchanges include: (i) subscription items; (ii) items purchased outside of urbandollzz.com or urbandoll.com; (iii) free gifts, sales or promotional items; (iv) store gift cards; (v) items marked as “final sale”; and (vi) shipping charges are non-refundable.

If a customer would like to change the lash style in their subscription, notification must be given sixty (60) days prior to the cycle payment date. All subscription orders are final sale. Cancellation must be done before the monthly payment date is due. Once the order has been placed and delivered, subscription items cannot be: (i) exchanged, (ii) refunded, or (iii) returned.

If you have any questions, please contact us at support@urbandoll.com