Returns + Exchanges
Need to make a return? We got you!
Due to the Canada Post Strike - We recommend that you visit your local store first to do an easy exchange or refund.
However, if your online order items are only eligible for refund via Return by Mail, we recommend you choose an alternative courier than Canada Post at this time.
If you choose to utilize Canada Post, please be prepared for a significant delay on us receiving your returned items.
HOLIDAY RETURN POLICY
Holiday Purchases made after November 12th, 2024, may be mailed, and received at our warehouse for a full refund by January 25th, 2025. Alternatively, a return or exchange can be made at any Urban Planet, Urban Kids, Urban Behavior, Sirens or Stitches stores until January 11th, 2025.
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.
ONLINE RETURN POLICY
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.
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. Use original packaging if possible.
4. Once your package is ready, choose a mail carrier, pay for postage, and send 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. Keep the return tracking number from the package you are returning, to ensure that the package has been delivered back to our warehouse.Return shipping is not refundable.
• 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 5-7 business days after your return has been received.
• Original shipping costs incurred are non-refundable.
• 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, Forever 21, 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, Forever 21, 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, Apple Pay and Virtual Visa Customers:
All PayPal, Apple Pay and Virtual Visa 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, Apple Pay account or Virtual Visa if it is returned by Mail.How do I return or exchange an item purchased using installments by Klarna?
If you have changed your mind, you may return your Klarna purchase in-store for an exchange or store credit only. In-store returns do not credit back your Klarna account and any balance owed to Klarna from your purchase must still be paid in full. To refund the Klarna account directly, please see below.
To receive a refund: Your purchase must be mailed back to us for a refund. Klarna will be notified of your return once we have received the merchandise and will process the appropriate refunds. Purchases cannot be returned directly to Klarna without mailing the merchandise back to us first.
Can I return or exchange items on Final Sale or Promotions?
• 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.
• 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, 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).
Additional return criteria for Forever 21 products.
Forever 21 Online orders paid with a customer service provided discount code must be mailed back for refund and can only be accepted for an exchange, if returned 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: cs@urban-planet.com or cs@forever21.ca and include a photo of the item. We will do our best to replace the item if still in stock.
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 cs@urban-planet.com or cs@forever21.ca.
In-Store Return Policy (purchases made in-store)
We will gladly exchange or issue 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 and signature will be required for auditing purposes. We do not offer refunds.
All clearance items, gift cards, cosmetics, pierced jewelry, undergarments, hosiery (excluding socks), swimwear (bottoms), face masks and bodysuits are final sale.
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, are eligible for an exchange provided all items are returned (regular priced item(s) and discounted item).
Still need help?
Our In-Store Customer Service Team is here to assist you with anything you need! Reach out to us by email us at:
customerservice@yminc.ca, or call us directly at 1-866-717-7008.