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*30 Days Return Warranty

We pride ourselves on our product quality and strict quality control but to provide you with maximum peace of mind we offer a comprehensive 30 Days Return Warranty. Defective merchandise including stains, zipper malfunction, ripped or torn fabric, obvious color difference to photos, and major difference between the photographed product and the product received are subject to exchange within 30 days. (after you received your item)

¬†‚ėÜPlease note that :¬†

-The Return/exchange Policy excludes perceived quality, fabric, color aberration issues caused by personal or subjective judgment & size issues caused by personal neglect since we have indicated the size,color and fabric on our page.

-Items in 'Last chance' collection are final sale which means can't be returned or exchanged.

-You can only apply a return or exchange within 30 days from you received your order.

-You will be responsible for covering the shipping costs to return your item(s).  If you don't want to afford the shipping fee, you can choose keep the item and get the store credit for next order.

-Items must be unworn, unwashed, and have original tags attached.

-No exchange or return on last chance products, lingerie, bodysuits and swimwear.

-Please allow 2-5 business days for us to process your return once it is received by our Return Center in Shanghai, China.

 

Return Process: service@11urban.com

If you have a problem after receiving your order please send an email to our customer service at: service@11urban.com

To guarantee a fast and smooth warranty process:

  1. Please send us your order number, and describe the issue and provide us with a picture(s) that displays the problem.
  2. Once we have received your information we will reply to you within 2 working days
  3. Please do not send items to the address on the package received; A return or exchange will only be valid when it is accepted by our customer service center.
  4. After you send your return parcel please send the tracking number to our customer service and we'll refund you as soon as we receive the return parcel.

Order Cancellation

We will NOT accept order cancellation request if the order has already been shipped, otherwise, you will be refunded 95% if it’s cancelled within 24 hours of purchase because we will charge 5% cancellation fee. (Normally, you will receive the refund within 3 working days) Please submit a help ticket from Contact Us if you decide to cancel the order. For orders cancelled after 24 hours of purchase but before shipment, a 10% cancellation fee is applied.

 

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