30-Day Money-Back Guarantee
For most items, if you are unsatisfied with your purchase for any reason, Urban Living will be happy to process a return/order cancellation without any restocking fees except on larger furniture pieces. Due to the extremely high cost of freight shipments and restocking fees set by the manufacturer, we are unfortunately unable to process any returns for larger furniture pieces. Cancellations on larger furniture pieces also vary per manufacturer.
Before returning an item, please contact Urban Living to obtain return instructions. It's important that you contact Urban Living prior to returning your order, as any orders received without a return authorization number on the outside of the box will be rejected and returned back to the sender. Not all of our manufacturers accept returns/cancellations once an order is prepared for delivery. The return policy set by the manufacturer cannot be altered in any way by Urban Living. Items must be unused and unassembled, in their original condition, and in their original packaging, complete with all tags, instructions, and insert. Unless otherwise specified by UL, all returns should be shipped directly back to the manufacturer who shipped it to you (thereshould be a return address on the packaging), using the same method it was shipped (UPS, DHL, FEDEX, Freight, White Glove, etc.). If you are uncertain about any of these details, please email UL Support. (Exceptions are products that are custom made, which are noted on the individual product pages).
The return must be post-marked within 30 days of receiving the item. If the return is not due to damaged merchandise, you will beresponsible for the shipping cost back to Urban Living (or the manufacturer).
Please note that for items that include free shipping, customers will be responsible for round-trip shipping costs on Freight Delivery returns. Please note that freight cost will be deducted from your return amount for all custom items. Custom items color and stitching will sometimes vary and is not returnable for slight differences without a restocking fee.
Credit card orders will receive refunds in the form of acredit. Orders paid by check will receive a check. Please be aware that furniture is highly susceptible to damage during transit. We take great care topack shipments so that they will arrive safely. You may have to provide supplementary packing materials if the outer carton has been worn during theoriginal trip out to you. If you are returning the item, please ship with the carrier that procides tracking numbers and request insurance to ensure safe return.
Be sure to inspect all packages for damage before signingfor the package. If damage is visible, reject the shipment, be sure the drivenotes the damage and contact UL Support as soon as possible. We will file adamage claim with the shipper and ship a replacement as soon as possible.
If the item(s) sent was incorrect, or defective, pleasecontact customer service by phone or email. Please do not send back these itemsprior to contacting Urban Living.
Our manufacturers must receive goods in new condition tofully credit you for the return or exchange. Our manufacturers cannot acceptdeliveries (COD’s).
Please note that for items that include free shipping, customers will be responsible for round-trip shipping costs on Freight Delivery Returns.
Please note that our return policy varies for larger furniture items, so please ask about our return policy regarding larger furniture items.
You can expect a refund within 30 days of our receiving your returned product.
The packing slip in your package will contain detailed instructions for returning an item.
Here are the basic steps:
- Please refer to your packing slip for return information. You must email firstname.lastname@example.org to obtain a return authorization number. Failure to do this could result in your return being sent back to youraddress at your cost.
- Pack the item securely in the original package.
- Enclose one copy of the packing list with the item. Be sure to keep one copy of the packing list for your records. If you cannot send the packing list, please include your order number, billing name,and address with the item.
- All products must be returned in good SELLABLE CONDITION, in original packaging, and with all paperwork, parts, and accessories to ensure full credit. Please make sure to insure your item in caseof shipping damages.
- All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
For your protection, we recommend that you use UPS Ground or Insured Parcel Post for your return. Unless your packing slip directs you to ship an item to a different address (and if so, follow such directions), ship the return package to:
48 Wall St. FL 5
New York, NY 10006
Keep the Return Tracking Number from the package you arereturning to ensure that the package is returned to the warehouse.
You can expect a refund within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is aresult of a manufacturer error or a shipping error on our part.
Returning an Oversized Item
We cover shipping charges on returned Oversized Items only if the item arrives at the designated shipping address defective or damaged. Damage must be documented with the delivery company. Failure to do so will result in shipping fee’s being charged to you for a return. We do not cover shipping charges on Oversized Items that are returned.
Please note: Shipping charges can be expensive for Oversized Items.
Follow these steps to return an Oversized Item:
The item(s) must be unassembled and packaged securely. Please package item(s) in original package.
Enclose one copy of the packing list with the item. Be sure to keep one copy of the packing list for your records.
Contact a Customer Service representative to receive instructions on arranging for a freight delivery company to pick-up your item(s). DO NOT FEDEX OR UPS. Please have your order number available when you call.
- You must be home at the time of the pick-up and the item(s) must be at the door for the freight driver. A re-attempt fee will be charged for a missed appointment.
You can expect a refund within 30 business days of our receiving the item(s).
*Please note: If there is extensive damage to an item upon delivery, email us at email@example.com.
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