Last Updated: 15 October 2025
At ChicUrban.shop, we want you to love your purchase. If you’re not completely satisfied with your order, we’re here to help.
1. Return Eligibility
We accept returns on most items within 14 days of delivery. To be eligible for a return:
- Items must be unused, unworn, and in their original condition.
- All original tags, labels, and packaging must be intact.
- The item must not be a final sale, personalised, or non-returnable product (e.g. earrings, swimwear, or beauty items for hygiene reasons).
2. How to Start a Return
To initiate a return, please email our customer support team at:
📧 support@chicurban.shop
Include your order number and reason for the return.
Once your return is approved, we will provide instructions on how and where to send your item(s).
3. Return Shipping
- Customers are responsible for the cost of return postage unless the item is faulty or sent in error.
- We recommend using a tracked shipping service, as we cannot be held responsible for lost or damaged returns.
- Return address will be provided upon request or in your return confirmation email.
4. Refunds
Once we receive and inspect your return, we will notify you of the status.
- If approved, your refund will be processed to your original payment method within 5–10 working days.
- Original shipping costs are non-refundable (unless your item was faulty or incorrect).
5. Exchanges
We do not offer direct exchanges. If you need a different size or item, please return your original purchase for a refund and place a new order.
6. Faulty or Incorrect Items
We sincerely apologise for any inconvenience caused.
If your item is faulty, damaged, or incorrect:
- Please contact us at support@chicurban.shop within 48 hours of receiving your order.
- Include photos and a clear description of the issue.
- We will offer a full refund or replacement at no extra cost to you.
7. Non-Returnable Items
The following items cannot be returned for hygiene and safety reasons:
- Earrings
- Underwear & lingerie
- Swimwear (if the hygiene seal is broken)
- Beauty and skincare products
- Gift cards
- Personalised or made-to-order items
8. Questions?
If you’re unsure whether your item qualifies for a return or need help with the process, contact our friendly team at:
📧 support@chicurban.shop
We’re here to make your experience as smooth as possible.
