Returns + Exchanges

Returns + Exchanges


Thank you for shopping at Urban Planet! The following is our return and exchange policy for online purchases.



Returning By Mail

Online returns are eligible for a refund only by mail 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.
  • For your convenience, a pre-paid return shipping label is included in each package to return the items back to our warehouse.
  • Items purchased under a Buy 2 Get 1 Free promotion are not eligible for a mail in refund, and must be exchanged in store only.
  • All "Final Sale" items listed at 70-80% off, or under a Buy 1 Get 2 Free promotion, Buy 1 Get 1 for 10 Cents, or Buy 1 Get 1 for 1 Cent, or Buy 1 Get 1 Free cannot be returned or exchanged by mail.
  • All gift cards, cosmetics, jewelry, intimates (underwear and bras) and swimwear is final sale and may not be returned or exchanged.


Steps to Return:

  1. A return form is included in each package. If you have lost your return form you can print a blank copy 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 or envelope of your choice. Return packaging is the responsibility of the customer. You may also use original packaging if possible.
  4. Place the pre-paid return shipping label on the outside of the package.
  5. Drop the package off at your nearest post office, or arrange a Canada Post Pickup by calling 1-866-607-6301, or Online here.
  6. Once the refund has been received and is processed by our warehouse, you will receive an email entitled "Notice of Refund" which is a copy of the refund for your records.
  7. 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.

Please return to:

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

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.

Please note: 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.


Returning/Exchanging In-Store

Online orders can be returned or exchanged at any Urban Planet, Sirens, Stitches 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 method of payment 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 70-80% off, or under a Buy 1 Get 2 Free promotion cannot be returned or exchanged.
  • Items purchased under a Buy 1 Get 1 for 10 Cents, or Buy 1 Get 1 for 1 Cent, Buy 1 Get 1 for $1 or Buy 1 Get 1 Free promotion cannot be returned for a full refund but are eligible to be exchanged in store. 
  • All gift cards, cosmetics, jewelry, intimates (underwear and bras) and swimwear is final sale and may not be returned or exchanged.

Attention PayPal and Apple Pay 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, or Buy 1 Get 2 Free are FINAL sale and cannot be exchanged or returned.


Need assistance? Call us or submit a customer support ticket at:

1-844-789-8955
http://support.urban-planet.com/en/support/tickets/new

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