Returns

RETURN POLICY AND PROCESS

14‑Day Return & Exchange Window

Domestic (Canadian) Returns

  • To initiate your return email us at support@shopurbanvilla.com or visit our retail store.

International Returns

  • Choose any carrier you prefer, use our return label via email, buy postage from that carrier, and keep tracking (plus insurance) until your credit is issued.
  • Send one order per parcel. International labels and orders cannot be combined.

Store Versus Online Purchases

  • Final Sale items cannot be returned or exchanged, either online or in-store.
  • If you bought the items online, you can return them online or in-store.
  • Online and In‑store returns receive Urban Villa credit.
  • Items purchased in the store must be returned to a store.

Item Condition

To be accepted, returned items must meet all of the following requirements:

  • They are unworn.
  • They are unwashed.
  • They have all original tags attached.

Final-Sale Items

When creating a return, items marked as Final Sale will not be available for selection. If we are unable to return your item, it is most likely because it is a Final Sale item, which is not eligible for return under any circumstances.

Items that never qualify for return (Final Sale):

  • Bodysuits
  • Swimwear
  • Lingerie and undergarments
  • Beauty products
  • Accessories
  • Party wear
  • Any item priced with a $.48 or $.98 or $.99 ending

If any final‑sale item is sent back, it will be discarded and no credit will be issued.

Damaged, Wrong, or Incomplete Items

We will verify the issue, send a complimentary label if needed, and refund the item to your original payment method.

Inspection, Discrepancies, and Deductions

Every return is inspected. Missing, ineligible, or worn items can reduce or cancel credit. Credit adjustments for unselected or questionable items are issued only after the warehouse review.

We reserve the right to define, limit, refuse, and reject returns that show excessive wear, alteration, potential fraud, or other irregular activity. We may refuse service in store or online for similar reasons. Non‑Urban Villa items sent to our distribution center will be discarded upon receipt.

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

  • An irregular or excessive returns history indicative of "wardrobing;"
  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
  • Potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.