COVID-19 LOCKDOWN RETURN POLICY UPDATE
During provincial lockdowns, we will be extending our online return policy to 30 days after the stores reopen.
For Ontario, our policy will be extended up to 30 days after our stores reopen.
For Nova Scotia, our policy will be extended up to 30 days after June 2nd.
ONLINE RETURN POLICY
Refunds and Exchanges are valid within 30 days from the original order date.
Mail in returns will be processed for a refund only. Exchanges are accepted in our stores as well as refunds.
Items must be returned unwashed, unworn, undamaged and with tags attached, accompanied by the invoice.
RETURN FOR A REFUND BY MAIL
1. Fill out all of the required information on the return form within your package including your order number, SKU number (found on the tag or sticker) of the items you are returning and the return code (numeric return reason codes found at the bottom of the return form). If you have lost or are missing your return form, you can print a blank copy from our website here.
2. Securely pack your merchandise, return form and invoice in a box, envelope or bag of your choice. Use original packaging if possible.
3. Once your package is ready, choose a mail carrier, pay for postage, and mail to the address below:
130 Orfus Road
Toronto | Ontario | M6A 1L9
5. We recommend that all returns be sent with a traceable carrier such as Canada Post, UPS or Canpar. |Make note of the tracking number received to ensure that the package has been delivered back to our warehouse. Return shipping costs incurred are non-refundable. Unfortunately, we do not provide prepaid postage for returns.
• Once the return has been received and processed by our warehouse, you will receive an email titled "Notice of Refund" which is a copy of the refund for your records.
• Please refer to the Refund Process section for processing times after our team receives your return package.
EXCHANGING ONLINE PURCHASES
1. We don’t accept exchanges by mail. Visit us in-store to complete an exchange at any Urban Planet, Urban Behavior, Sirens, Stitches or Urban Kids location near you.
2. Please bring your items with your order invoice. All invoices are printed and shipped with your package on a shipping label. Once the return is accepted, a refund will be processed to your original method of payment.
PAYPAYL, APPLE/GOOGLE PAY AND VIRTUAL VISA DEBIT CARDSAll PayPal, Apple/Google Pay and Virtual Visa refunds 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, Apple Pay account or Virtual Visa if it is returned by Mail. Exchanges are permitted but any amounts to be refunded will be returned to a merchandise card.
RETURN/EXCHANGE POLICIES FOR FINAL SALE OR PROMOTIONAL ITEMS
• All gift cards, cosmetics, jewelry, intimates (underwear and bras), face masks and swimwear are final sale and cannot be returned or exchanged by Mail or In-Store.
• All "Final Sale" or any items listed at 70-80% off, or under a Buy 1 Get 2 Free promotion cannot be returned or exchanged by Mail or In-store.
• All items purchased under promotions Buy 2 Get 1 Free, Buy 1 Get 1 for 10 Cents, Buy 1 Get 1 for 1 Cent, Buy 1 Get 1 for $1 or Buy 1 Get 1 Free, can only be exchanged in-store. Items under these promotions are eligible for a full refund if both items are returned by mail or in-store (regular priced item and discounted item).
RETURN DAMAGED/WRONG ITEMS RECEIVED
Damaged/Wrong items from orders cannot be returned/exchanged in-store.
Please reach out to our Customer Support team at: firstname.lastname@example.org and include a photo of the item for assistance in these cases.
HOW DO I RETURN OR EXCHANGE ORDERS PLACED ON WALMART.CA?
Orders placed for Urban Planet items on Walmart.ca can be returned for a refund by mail, or in-store at a Walmart location only.
All refunds are subject to approval and must meet the requirements outlined in our return policy. We reserve the right to deny a refund if it does not meet the conditions of our return policy.
STILL NEED HELP?
Our Customer Support Team is here to assist you with anything you need! Reach out to us by email at email@example.com or live chat!