Returns + Exchanges

Returns + Exchanges

Returns by Mail or Exchanges and Returns In-Store are valid for a refund/exchange within 30 days from the original order date. Items must be returned unwashed, unworn, undamaged and with tags attached, accompanied by the invoice. Here are some helpful tips for returning items from your online order:

Please Note: Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax  (where applicable) will be calculated on the total value of merchandise, as well as shipping charges, and will be displayed on your Order Summary page.


How do I return by Mail?
1. A return form is included in each package. If you have lost your return form, you can print a blank copy from our website here.

2. Fill out all of the required information on the return form including your order number, SKU number of the items you are returning and the return code.

3. Securely pack your merchandise, return form and invoice in a box, envelope or bag of your choice.

4. Place the pre-paid return shipping label on the outside of the package, with the address:

Urban Planet Online Returns
123 Bentworth Avenue
Toronto | Ontario | M6A 1P6



5. Drop the package off at your nearest post office, or arrange a Canada Post pickup by calling 1-866-607-6301 or online at the Canada Post website here.


•  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.

•  The refund will be processed back onto the original method of payment used for purchase. Refunds can take up to 3-5 business days after your return has been received.

• Original shipping costs incurred are non-refundable.

•  As we include a pre-paid Canada Post return shipping label in each order, a $5.00 re-stocking fee will be taken off of your return total amount. Returns under $5.00 will not be accepted back at our warehouse, and will be returned to the customer.

•  Online returns are eligible for a refund only.


How do I exchange by Mail?
Unfortunately, we don’t accept exchanges by mail. In better news, you can visit us in-store to complete the exchange process at any of our locations near you.


How do I return or exchange In-Store? 
In Store Returns: return your online purchases to any Urban Planet, Urban Behavior Sirens, Stitches or Urban Kids near you. Bring your items with the invoice in-store, once it’s been accepted by our team, a refund will be processed to your original method of payment.

Online Orders: all invoices are printed and shipped with your package on a sticker. Please bring in-store with your items to process the return.

*Please note that all gift cards, cosmetics, jewelry, swimwear, intimates (underwear + bras) are all final sale.


How do I return a damaged item?
Mistakes happen, and we’re completely liable for them. If you receive an item damaged or defective from your online purchase and want to inquire about a replacement, please take a photo of the item, provide an explanation and submit a ticket by contacting our Customer Support Team. We’ll do our best to help.

To submit a ticket to our Customer Support Team, please email us at customersupport@urban-planet.com.You will be contacted at our earliest convenience.


Can I return or exchange items on Final Sale or Promotions?
•   All gift cards, cosmetics, jewelry, intimates (underwear and bras) and swimwear are final sale and cannot be returned or exchanged by Mail or In-Store.

•  All "Final Sale" 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, unfortunately are not eligible for a mail in refund and can only be exchanged in-store.


How do I return or exchange orders shipped to the US?
All US orders are Final Sale and cannot be returned or exchanged.


Attention PayPal and Apple Pay Customers:
All PayPal and Apple Pay 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 or Apple Pay account if it is returned by Mail.
 
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 all your concerns and/or questions. If you'd like more information send us an email at: customersupport@urban-planet.com.

Alternatively, you can contact us directly:
1-844-789-8955