Refund policy
Returns & Exchanges We take great pride in the quality and design of our curated collections. Because our pieces are sourced specifically for your home, we do not offer returns for "change of mind."
We accept return requests only for items that arrive defective, damaged, or incorrect. You must notify our Concierge Team at support@theurbanlofthome.com within 7 days of delivery.
Required Evidence for Claims To process your request, you must provide:
- Clear, high-resolution photos or a video showing the defect or damage.
- A photo of the original shipping label on the package.
Once reviewed, our team will determine the best resolution, which may include a replacement piece or a store credit. Please do not send any items back until you have received a Return Authorization (RA) number from our support team. Items sent back without prior authorization will not be accepted.
Exceptions & Final Sale All sale items, gift cards, and personalized orders are considered Final Sale and are not eligible for return or exchange.
European Union 14-Day Cooling-Off Period If your merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. The item must be in its original, factory-sealed condition with all tags and packaging intact. Return shipping costs for "cooling-off" returns are the responsibility of the customer.
Refunds If a return is authorized and approved, we will process your refund to your original payment method. Please note that original shipping costs are non-refundable. Processing times typically take 10 business days for the credit to appear on your statement