Changed your mind? No problem.
Get what you love and return what doesn’t work out.
We offer flexible return options whether you shopped online or in store.
Don’t forget to include your invoice!
Holiday Online Purchases made after November 7th, 2026, may be mailed, and received at our warehouse for a full refund by January 23rd, 2027. Alternatively, a return or exchange can be made at any Urban Planet, Urban Kids, Urban Behavior, Sirens or Stitches stores until January 9th, 2027. No returns or exchanges in store will be accepted on December 26th, 27th or 28th, 2026. In store returns will resume on December 29th, 2026.
No returns or exchanges in store on November 27th or 28th. In store returns will resume on November 29th, 2026.
Refunds will be made in the original form of payment. Gifts purchased 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, Buy 1 Get 1 Free or Buy 1 Get 1 half, 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).
All gift cards, cosmetics, pierced jewelry, undergarments, hosiery (excluding socks), face masks, bodysuits and swimwear (bottoms) are final sale and cannot be returned or exchanged by Mail or In-Store. Items purchased in Canada cannot be returned within the USA.
You may return or exchange your online purchase at any of the following store locations:
- Urban Planet
- Forever 21
- Urban Behaviour
- Sirens
- Stitches
- Urban Kids
Please bring the item(s) along with the printed invoice that came with your order.
Refunds will be issued to the original method of payment unless otherwise stated under the Payment Method section below.
Returns are accepted within 30 days of the original order date.
- Complete the return form. A copy is included in your package. Don’t have it? Click here to download a blank return form.
- Pack your item(s) securely along with the completed return form and invoice.
- Mail your return to:
Urban Planet Online Returns
130 Orfus Road
Toronto, ON, M6A 1L9. - Use a traceable shipping method (Canada Post, UPS, or Canpar) and keep the tracking number for your records.
Once received and processed, you will receive a “Notice of Refund” email. Refunds are issued to the original method of payment and may take 5–7 business days.
Return shipping and original shipping costs are non-refundable.
Note: Exchanges by mail are not accepted.
Items That Cannot Be Returned or Exchanged- Gift cards
- Cosmetics
- Pierced jewelry
- Undergarments
- Hosiery (excluding socks)
- Face masks
- Bodysuits
- Swimwear bottoms
- Clearance items marked 70–80% off or items from “Buy 1 Get 2 Free” promotions
Some promotions require all items in the offer to be returned together in order to receive a full refund. If only part of the promotion is returned, the item may be eligible for in-store exchange only.
This applies to all “Buy One, Get One” style promotions, including:
- Buy 2 Get 1 Free
- Buy 1 Get 1 Free
- Buy 1 get 2 Free
- Buy 1 Get 1 50% Off
- Buy 1 Get 1 for 1¢, 10¢, $1, $5, or $10
To receive a full refund, both the regular-priced item and the promotional item must be returned together, either by mail or in-store.
Payment Method Return GuidelinesItems must be returned unwashed, unworn, undamaged, and with tags attached, accompanied by the invoice.
PayPal, Apple Pay, and Virtual Visa
If returned in-store, refunds will be issued to a merchandise credit that can be used online or in-store.
To receive a refund back to your original payment method, return must be made by mail.
Klarna (Instalment Payments)
In-store returns are eligible for exchange or merchandise credit only. Klarna accounts cannot be refunded in-store.
To receive a refund back to your Klarna account, return your item(s) by mail. Any outstanding Klarna balance must still be paid.
If you received a damaged or defective item, please contact Customer Support at:
cs@urban-planet.com or cs@forever21.ca
Include your order number and a photo of the damaged item. We will assist you with a replacement if available.
Items purchased in-store are eligible for exchange or merchandise credit only within 14 days of purchase. Refunds are not offered for in-store purchases.
Return requirements:
- Items must be unworn, unwashed, undamaged, with original tags attached
- A valid receipt is required
- Name, address, phone number, and signature may be required for auditing purposes
Final sale rules and promotional return conditions listed above also apply to in-store purchases.