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SHIPPING

Where does Urban Sophistication ship?
We ship to: United States, Antigua and Barbuda, Argentina, Aruba, Australia, Austria, Bangladesh, Barbados, Belgium, Belize, Bermuda, Bolivia, Brazil, Bulgaria, Canada, China, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Dominica, Estonia, Finland, France, French Guiana, Germany, Greece, Grenada, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Latvia, Luxembourg, Malta, Mexico, Netherlands, New Zealand, Pakistan, Peru, Poland, Portugal, Qatar, Romania, Saint Lucia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sri Lanka, Sweden, Taiwan, Thailand, Trinidad and Tobago, Turks and Caicos Islands, United Arab Emirates & United Kingdom.

When will my order ship?
Here’s how it works: you order, we process, then we ship.
Ordering takes a few seconds. Processing takes 1 to 2 business days (and orders placed after 12pm ET are processed the next business day). Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!

Tell me about shipping to the U.S.
We offer two shipping speeds, because sometimes you can wait and sometimes you can't.
1. Standard (3-5 business days): $2.95
2. Rush (1-2 business days): $30
PS: Standard shipping is free when you spend $70 or more. Please allow 1 to 2 business days for us to receive and process your order.

How long does international shipping take?
Once your order is shipped, we estimate you will receive your order within 4-10 business days of its ship date. Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible. Please note, we do not ship on the weekend or US holidays.

**Temporary COVID-19 update - For the health and safety of our team, we only have a small and very limited team on-site. We will process all orders as quickly as possible, but there may be delays due to limited staffing.

Are taxes and duties included in my order total?
International orders are shipped on a DDP (Delivered Duty Paid) basis, which means you will not have to pay these fees separately when your order arrives. No surprises! Duties and taxes are calculated based on the items ordered, your shipment destination and the value of your purchase, and are added to your order total in the shopping cart. Duties and taxes are nonrefundable. If you have any other questions around duties and taxes, let Customer Care know.

I'm having problems with the tracking.
Sorry about that! In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via customercare@urbansophistication.boutique. We can give you the inside info.

My order is lost in the mail, what do I do?
Oh no! If your package has been lost in transit, please reach out to Customer Care right away.
After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

What if I entered the wrong shipping address?
If you have provided an incorrect address and your order has not already shipped, we will do our best to update your order with the correct address. If you provide an incorrect address at the time of the order we cannot guarantee that you will be able to change it. We ship orders quickly.

PRODUCT

How can I find out more information about a product?
You can learn all about our products on their individual product pages. If you have any other questions or thoughts, let us know by emailing customercare@urbansophistication.boutique

How protective are your cases?
Our cases are shockproof and extremely protective, yet we were able to keep them light and slim.

RETURNS & EXCHANGES

How do I place a return?
We're sorry you didn't love your Urban Sophistication piece. Should you wish to return your item, please reach out to customercare@urbansophistication.boutique with your order number and the pieces you'd like to return, and we'll take care of the rest. Returns without prior communication with us will not be accepted.

What’s your return policy?
All returns must be processed within 10 days of receiving the order (according to the delivery date on the tracking record, if applicable). Order # (#US) must be provided to place a return.
You will be refunded in full to your original form of payment. Please note, your shipping charges are not refunded. Any discounts that were applied with a minimum purchase requirement may not be applicable after a removal of product(s) in an order. For discounts that are applicable on second/subsequent item, the discount will be revoked on partial return of the order, and the unreturned item will be charged in original price.
Email us at customercare@urbansophistication.boutique and we'll help you place the return. Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.
Please note that Urban Sophistication gift cards, and all purchases of Sale items are final (unless items are damaged) and no refund/return would be granted under any circumstances.
We will notify you via e-mail of your refund once we’ve received and processed the returned item.
Unauthorized returns will be discarded.

How long does it take to process a return?
Credit card refunds usually take 5-10 business days to appear on your statement.

What’s your exchange policy?
We are 100% committed to making you happy. The US team checks every piece before it goes out the door to ensure you get the best. While we make every effort to ensure your cases arrive in perfect condition, sometimes things do go wrong. If you discover a fault with your piece, please send us an email with photos of the damage or defective item to customercare@urbansophistication.boutique. We will work with you to guarantee your satisfaction.
We only replace items if they are proven to be damaged within 10 days of the order delivery date.

What should I do if I receive a wrong product?
If you received a product different from the one that you ordered, sorry about that! Please contact us at customercare@urbansophistication.boutique and we’ll be sure to get you the piece you ordered.

BILLING

When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed.

What forms of payment do you accept?
We accept Visa, Mastercard, American Express, JCB, Discover, and Diners Club credit cards. We also accept PayPal, Apple Pay, and Amazon Pay. Unfortunately, we cannot accept checks or money orders.

What can I do if my payment is declined?
Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.

ORDER

How can I update my order?
Please email us at customercare@urbansophistication.boutique as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.

How can I check the status of my order?
You can view order status on your Account page, which will be updated as soon as you are charged for your shipment and again once your order ships.

How do I use my discount code?
You can use your discount code at the checkout page.

CASE CARE

How do I take care of my case?
We use top quality materials to deliver a true piece of artwork. If you want to keep your cases as such, please follow the case care recommendations:
- Always keep you Urban Sophistication case away from liquids.
- Constant exposure to sun and heat may increase overall wear and discoloration of the case.
- Any contact with liquids will damage the case.

GARMENT CARE

How do I take care?
Cold wash, no dryer :)

REGINA WATER BOTTLE CARE

Regina's Everyday Plastic-Care Routine:
Wash the inside of your Regina with warm water and soap after every use and let it dry with the top off.
Regina's plastic is sensitive and is not dishwasher safe.

Regina has a very simple plastic-care routine, and following it will help keep your Regina looking and smelling fresh!