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 50-80% Off, or under a Buy 1 Get 2 Free promotion, cannot be returned or exchanged. - All gift cards, cosmetics, jewelry, intimates (underwear and bras) and swimwear is final sale and may not be returned or exchanged.
Steps to Return:
- A return form is included in each package. If you have lost your return form you can print a blank copy here.
- 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.
- 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.
- Place the pre-paid return shipping label on the outside of the package.
- Drop the package off at your nearest post office, or arrange a Canada Post Pickup by calling 1-866-607-6301, or Online here.
- 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.
- 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 50-80% 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 cannot be returned or exchanged.
- All gift cards, cosmetics, jewelry, intimates (underwear and bras) and swimwear is final sale and may not be returned or exchanged.
Attention PayPal Customers:Â 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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