Returns & Exchanges

Thank you for shopping at urban-planet.com! The following is our return and exchange policy for online purchases.

------

Returning By Mail

Online returns are eligible for a refund only by mail (exchanges can only be completed in store) and must meet the following criteria in order to be considered:
- Items are unwashed and unworn with original tags attached.
-The return must be processed within 30 days of the original order date.
- Items must be accompanied by a paper copy of the original invoice. This paper copy serves as your receipt.
- A pre-paid return shipping label is included in each package to return the items back to our warehouse.
- All “Final Sale” items listed at 50-80% off cannot be returned or exchanged.
- All gift cards, cosmetics, jewelry, intimates (underwear and bras) and swimwear is final sale and may not be returned or exchanged.

- All refunds are subject to approval and must meet the requirements outlined in our return policy listed on our website. We reserve the right to deny a refund if it does not meet the conditions of our return policy.


Please return to:
Urban Planet Online Returns
123 Bentworth Avenue
Toronto | Ontario | M6A 1P3

Damaged Items: If you received an item damaged in your online order and would like to inquire about a replacement, please contact our customer support team here and provide a detailed explanation with photos of the damaged item.

*EFFECTIVE MARCH 1* - A $5.00 re-stocking fee will be taken off of your return amount total. Original shipping costs incurred are non-refundable and will not be refunded. Returns under $5.00 will not be accepted back at our warehouse.




Returning/Exchanging In-Store


Online orders can be returned or exchanged at any Urban Planet, Sirens or Urban Kids store and must meet the following criteria:

- Items are unwashed and unworn with original tags attached.
- Items must be accompanied by a paper copy of the original invoice. This paper copy serves as your receipt.
- The return or exchange must be processed within 30 days of the original order date.
- Original shipping costs incurred are non-refundable and will not be refunded in-store.
- Returns are processed back onto the original card used for purchase (except for orders placed with PayPal *please read below for more details). Please ensure the original card used for the order is present as well as the cardholder.
- All “Final Sale” items listed at 50-80% off cannot be returned or exchanged.
- All gift cards, cosmetics, jewelry, intimates (underwear and bras) and swimwear is final sale and may not be returned or exchanged.

Attention PayPal Customers: Unfortunately, we are not able issue a refund to your PayPal account when visiting in-store for a return. All PayPal refunds or exchanges received in-store will be returned to a merchandise card which can be used in-store or online. A refund can only be credited to your PayPal account if it is returned by mail to our online store. We apologize for any inconvenience this may cause.

Please note: All US orders are FINAL SALE and cannot be returned. Exchanges are not permissible through our warehouse and can only be completed in-store. All refunds are subject to approval and must meet the requirements outlined in our return policy listed on our website. We reserve the right to deny a refund if it does not meet the conditions of our return policy. All “Final Sale” items listed at 50%-80% off are FINAL sale and cannot be exchanged or returned.

Need assistance? Call us or email us at:
1-844-789-8955
customersupport@urban-planet.com