Frequently Asked Questions (FAQ) - Global

Welcome to The Urban Elan FAQ page. We’ve compiled answers to frequently asked questions to assist our customers. If you have a question that is not covered here, feel free to reach out to us at theurbanelan@gmail.com.

1. Where does The Urban Elan ship internationally?

We ship to most countries, including the United States, the European Union, and select global destinations. If your country isn’t listed at checkout, email us at theurbanelan@gmail.com for assistance.

2. What are your international shipping options and costs?

  • Standard Shipping:
    • US: 5-10 business days, $10 (free for orders over $100)
    • EU: 7-14 business days, €10 (free for orders over €100)
  • Express Shipping:
    • US: 2-5 business days, $25 (or $15 for orders over $150)
    • EU: 3-7 business days, €25 (or €15 for orders over €150)

3. How can I track my order?

Once shipped, you’ll receive a tracking number via email. Use this number to check your order’s status on the courier’s website.

4. What is your return policy for international orders?

You can return items within 14 days of receipt if they are unworn, unwashed, and in original condition with tags attached. Final sale items, gift cards, and customized products cannot be returned. Customers are responsible for return shipping costs.

5. How do I initiate a return?

Email theurbanelan@gmail.com with your order number, reason for return, photos of the item, and a mandatory unboxing video. We’ll send instructions once your return is approved. 

6. When will I get my refund?

Refunds are processed within 10-14 business days after we receive and inspect your returned item. Your bank or credit card issuer may take additional time to post the refund.

7. Do you offer exchanges for international orders?

No, we don’t offer direct exchanges. If you need a different size or color, return the original item and place a new order for the desired product.

8. Can I cancel my order?

  • Within 24 Hours: Full refund available.
  • After 24 Hours but Before Shipping: Cancellation fee of $10/€10 applies.
  • After Shipping: Orders cannot be canceled, but you can return the item after receiving it.

9. Do you accept Cash on Delivery (COD) for international orders?

No, we don’t offer Cash on Delivery for international orders now. All payments must be completed at checkout using credit cards, PayPal, or other accepted methods.

10. What should I do if I receive a damaged or incorrect item?

Email us at theurbanelan@gmail.com within 5 days with photos and a description of the issue. We’ll resolve it by offering a replacement or refund and cover the return shipping cost if the item is faulty.

If you have any other questions that are not covered here, please feel free to contact us at theurbanelan@gmail.com. Thank you for shopping with The Urban Elan!