Returns + Exchanges

Returns + Exchanges

Refunds by Mail, or Exchanges and Refunds in-store are valid within 30 days from the original order date. Items must be returned unwashed, unworn, undamaged and with tags attached, accompanied by the invoice. 

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.


Holiday Return Policy

Holiday purchases made after November 14th, 2018 may be shipped back to our warehouse for a full refund until January 18th, 2019. Please note that we must receive the package back to our warehouse by January 18th, 2019 to honour the refund.

Alternatively, a return or exchange can be made at any Urban Planet, Urban Kids, Urban Behavior, Sirens or Stitches store until January 12th, 2019, with no returns or exchanges available from December 26-28th, 2018. 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 gifts purchased under a Buy 1 Get 1 Free, Buy 2 Get 1 Free, Buy 1 Get 1 for 1¢, Buy 1 Get 1 for 10¢, or Buy 1 Get 1 for 1$ promotion, unfortunately are not eligible for a mail in refund and can only be exchanged in-store. 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.


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 (found on the tag or sticker) 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, and 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. You can visit us in-store to complete the exchange process at any Urban Planet, Urban Behavior, Sirens, Stitches or Urban Kids location near you.



How do I return or exchange In-Store? 

To return your online purchase to any Urban Planet, Urban Behavior, Sirens, Stitches or Urban Kids near you, 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.
Note for 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.



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 a damaged item?

If you receive a damaged or defective item in your order, please reach out to our Customer Support team at: customersupport@urban-planet.com and include a photo of the item. We will do our best to replace the item if still in stock.


How do I return or exchange orders shipped to the US?

All US orders are Final Sale and cannot be returned or exchanged.



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 24/7 on live chat or email us customersupport@urban-planet.com
or call us directly at 1-844-789-8955.




In-Store Return Policy (purchases made in-store)


We will gladly exchange or give a merchandise credit within 14 days of purchase. Merchandise must not be washed, worn or damaged. All original tags must be attached & accompanied by a valid receipt. Upon return or exchange, your name, address, phone number & signature will be required for auditing purposes. We do not offer refunds. 

All clearance items, intimate apparel, swimwear & pierced jewelry are final sale. 

Still need help? 

Our In-Store Customer Service Team is here to assist you with anything you need! Reach out to us 24/7 on live chat or email us at: customerservice@urban-planet.com, or call us directly at 1-866-717-7008.