Return & Exchange Policy

Last Updated: [May 20, 2024]

At Urban Heir Co., Ltd., we want you to be completely thrilled with your purchase. We understand that sometimes things don’t work out, which is why we offer a straightforward return and exchange policy.

Please review our guidelines below to ensure a smooth process.

1. Return & Exchange Window

We accept returns and exchanges within 30 days of delivery. Items must be unworn, unwashed, unaltered, and in their original condition with all tags attached.

*Note: Items marked as “Final Sale” cannot be returned or exchanged.*

2. Important Note on Return Shipping Costs

To keep our products at the highest quality and price point, we want to be transparent about shipping costs:

• Wrong Size / Change of Mind: If you are returning an item because you selected the wrong size, or simply changed your mind, you are responsible for the return shipping costs. We highly recommend checking our [Size Guide] before placing an order.
• Defective / Incorrect Items: If the item you received is defective, damaged, or we sent you the wrong product/size by mistake, Urban Heir Co., Ltd. will cover all return shipping costs. Please contact us immediately so we can provide a prepaid return label.

3. How to Return or Exchange (Online Orders)

1. Initiate: Email us at empiremall1974@gmail.com with your Order Number and the reason for the return/exchange.
2. Ship: Once approved, securely package the item(s) in their original packaging. You will be provided with the correct return address based on your location (see Section 4 for shipping destinations).
3. Tracking: Please use a trackable shipping method and keep your tracking number until your return is fully processed. We are not responsible for items lost in transit.

*For exchanges, the fastest way to get your new size is to place a new order for the correct item immediately, and return the original item for a refund.*

4. Where to Send Your Return

Depending on your location, your return will be routed to the closest facility to ensure faster processing:

Please contact customer service regarding returns.

6. Refund Processing

Once we receive and inspect your returned item at our warehouse, we will send you an email confirmation.

• Refunds will be processed to your original method of payment within 5-7 business days.
• Please note that it may take an additional 3-5 business days for the refund to appear on your bank or credit card statement, depending on your financial institution.
• Original shipping charges (the cost you paid to have the order shipped to you) are non-refundable unless the return is due to our error.

7. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

• Intimates, swimwear, or socks (if the hygiene seal is broken).
• Customized or personalized items.
• Items purchased during promotional flash sales or marked as “Final Sale.”

8. Contact Us

If you have any questions about your return or need help initiating an exchange, our customer care team is here to help:

• Email: empiremall1974@gmail.com
• Hours: [Monday - Friday, 9:00 AM - 5:00 PM (CET)]