Please Note: Due To The Covid-19 Outbreak, Our FREE Shipping May Have Some Delays.

FAQs


Support Information:
Customer Support: customerservice@urbanesteem.com


Question: When Will My Order Ship?
Answer: Orders are usually processed within 2 to 5 business days. We urge all customers to inform us within 48 hours upon placing the order(s) if you would like to change the shipping address.

After processing and production, your items will normally be shipped within 7 to 17 business days.

We do our best to get the product to you as soon as possible. With such huge demand for these products, we have warehouses all over the world to handle the extra demand. You should get a tracking number in your email once it ships. We know you are looking forward to your awesome purchase. One thing we guarantee is product delivery. Customer service is the backbone of our company.

Delivery time for USA: 7 to 17 days
Delivery time for International: 15 to 25 days

If your orders have not arrived within 90 days of order processing are eligible for refunds or free reshipment. Please contact us at: customerservice@urbanesteem.com for assistance.

 

Question: How Much Is Shipping?
Answer: Our shipping rates are among the lowest and most competitive in the industry due to the high volumes of orders we receive. So if we are saving in shipping we would like to bring that to the customer also.
Shipping Rates within the USA: from $3.95 to $13.95 depending on weight.
International Shipping (Outside USA): $6.95 to $13.95 depending on weight.



Question: How Do I Know If The Shoes Will Fit?
Answer. Please see the following sizing chart to select your size. https://www.urbanesteem.com/pages/shoe-sizing-chart

Our sizing chart is accurate and true to size. The best way is to measure your foot from heel to toe and check the sizing chart.



Question: How Do I Track My Order?

Answer: You can check on the status of your order at any time by going to the following link: TRACK ORDERS. You can also reach out to our customer support desk at customerservice@urbanesteem.com to ask questions anytime.  



Question: Where Is My Order?
Answer: As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you did not receive an email, please check your spam folder and add customerservice@urbanesteem.com to your safe sender list.


 

Question: What If My Item Is Damaged?
Answer: You will be eligible for a replacement if your items break within the 14 days grace period after you have gotten your item from our courier service based on the item on your residence.

Please send us the following details at customerservice@urbanesteem.com:

1- your name,
2- shipping address,
3- order number,
4- a picture of your damaged item to the above email address.

We will send you a replacement.

 

Question: I Have A Technical Issue With The Website
Answer: We've found that most issues are related to the web browser being used, we recommend the latest version of the following browsers:

  • Google Chrome
  • Mozilla Firefox
  • Apple Safari

Caution: We do not recommend using Internet Explorer at this time. We've found it has inconsistencies with running HTML5 and certain JavaScript behaviors used by our website.

If you are still experiencing the same issue after attempting to use a different browser, aren't using Internet Explorer, and have ensured it is updated to the latest version, try some of the following steps:

  • Try accessing our site using your browser's safe mode
  • Clear your browser's cache and cookies
  • Disable any add-ons or extensions
  • Ensure Java has been updated to the latest version, available here: https://java.com/en/download


Question: I Get An Error Message When I Enter My Shipping and Billing Address. What's going on?
Answer: If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

 

Question: What Size Should I Order?
Answer: We’ve included a handy sizing chart next to every item on our store, we encourage you to pay close attention and even measure yourself to be double sure! Remember, sizes can fluctuate a little bit across different type of footwear - so to ensure you look as fabulous as humanly possible - take a look at the chart.  Naturally, if you have any questions you can contact us and we’ll be happy to help!


 

Question: What about Size Exchange (applicable for apparel and shoes ONLY)
Answer: If for any reason you are not happy with the size of the garment or shoes, please contact us and we will do our best to make it right for you. 

 

Question: How Do I Return An Item?
Answer: All purchases made through our website are final. We do offer returns for the product that is damaged upon arrival, you have 14 days to do that. Please see our Return Policy for more.

Also, if your item breaks within 14 days grace period, please send it back to us and we will gladly send you a FRESH new item.


RESTOCKING FEE OF 20%

If your custom-designed products in already in production status, and you would like to ask for a refund, there will be a 20% restocking fee on the price you have paid. Please check with us if your order has gone into production status before asking for a refund.

The holding period before any orders goes into production status is normally 24 to 48 hours.

Should one of those unfortunate incidents occur, please us an email to: customerservice@urbanesteem.com to contact our support team, we'll be glad to help!

*If you are returning clothing, clutches, or pouches your return will usually be processed within 2-3 weeks. We’ll send a confirmation email once the return has been completed. Please allow 1-3 business days for refunds to be received once the return has been processed.*

 

Order Status Explanations

Pending - The order has been placed but not yet pushed to the warehouse. At this stage, we can still make changes to and/or cancel the order.

Backordered - One or more items in the order are back ordered. Available items will ship out now while the back ordered items will ship when they become available again.

Warehouse - The order has been pushed to the warehouse to be prepped for shipment and cannot be canceled or changed at this time.

Shipped - The order has shipped.  A shipment tracking email should have been emailed to the email address we have on file for your order.

Review - One or more of the items in your order became back ordered after being pushed to the warehouse.  If you need to check on the status of an order in review, please submit a request with your name and order number included to: customerservice@urbanesteem.com

 

Question: My Order Won't Go Through. What Should I Do?
Answer: If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.

 

Question: Why Isn't My Tracking Link Working?
Answer: If the tracking link you have been provided in your shipping confirmation email fails to pull up shipping information, please copy the tracking confirmation number from your email and enter it directly onto the shipping carrier site here for detailed information on your package's shipping status!

If you're still unable to locate the package, email us in customerservice@urbanesteem.com and provide us with your:

1- ship-to name
2 - the email address used to place the order
3 - order number

We'll look into the matter as soon as possible!


Question: Where is My Domestic Shipment?
Answer: We use USPS Mail Innovations. The package is delivered to your door by USPS. You will get your packages in an average of 7 to 17 days. Our customers will also receive notification and tracking information when their order has shipped.

If the tracking link you have been provided in your shipping confirmation email fails to pull up shipping information, please copy the tracking confirmation number from your email and enter it directly onto the shipping carrier site here for detailed information on your package's shipping status! 

If you're still unable to locate the package, email us to customerservice@urbanesteem.com and provide us with your:

1 - ship-to name
2 - the email address used to place the order
3 - order number.  

We'll look into the matter as soon as possible!

Question: Where is My International Shipment?
Answer: Packages shipped to international addresses generally take 10 to 25 days (except for swimsuit item which will take up to arrive including the processing and handling time. Shipping overseas to an APO address can take up to 30 business days to arrive.

If the tracking link you have been provided in your shipping confirmation email fails to pull up shipping information, please copy the tracking confirmation number from your email and enter it directly onto the shipping carrier site here for detailed information on your package's shipping status! 

If you're still unable to locate the package, email us to customerservice@urbanesteem.com and provide us with your:

1 - ship-to name
2 - the email address used to place the order
3 - order number.  

We'll look into the matter as soon as possible!

  

Question: My Package Never Arrived, What Should I Do?
Answer: If you have not received your order within the timeframe established for U.S. shipping here or international shipping here, you might want to check with your neighbors to ensure the package wasn't mistakenly placed nearby.  

Occasionally, carriers leave a package at a door nearby in error.

If you're still unable to locate the package, email us to customerservice@urbanesteem.com and provide us with your:

1 - ship-to name
2 - the email address used to place the order
3 - order number

We'll look into the matter as soon as possible!

 

Question: Will I Have To Pay For International Taxes & Duties?
Answer: Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount of the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

URBAN ESTEEM cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

 

Question: What If I received The Wrong Item?
Answer: If you have received an incorrect item contact us at: customerservice@urbanesteem.com and provide"

1 - Your name
2 - Order number
3 - Which item(s) you are missing.

We'll make certain the issue is resolved for you!

 

Question: Do You Include Prices When You Ship Products?
Answer: We do not include any pricing information in our packages when they ship, so if you're sending this to a very lucky friend as a gift never fear!

 

Question: How Do I Use My Coupon Code?
Answer: Enter your coupon code in the "Apply Coupon Code" section under "Order Summary" during the checkout process.

Hit apply and the discount amount will be reflected on the order total immediately!

 

Question: Can I Use Multiple Coupon Codes On My Order?
Answer: Only one coupon code may be used per order.

 

Question: Will My Coupon Code Work On Sale Items?
Answer: No, coupon codes will not work on sale items. If you have sale items in your cart they will not reflect the discount.

Only items that are not on sale will be discounted.

 

Question: I ordered 2+ items, but only received one... where's my order?
Answer: We have multiple fulfillment centers and have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way. You can use your tracking number to track your orders.


Question: What is that smell (applicable to apparels)
Answer: When customers open their bag of garments they will get a strong vinegar smell. Through the print process, we use a pretreatment on our garments before printing. Once the pretreatment is sprayed and the image is printed the garment then is sent through the dryer. The pretreatment is necessary for the ink do dry to the garment in the dryer. Once the garment passes the quality control check they are bagged and labeled for shipping. So the smell can be strong.

Removing the smell is easy. Just was the garment inside out in cold water with a light detergent and the smell will be removed. It is not necessary to turn garments inside out. However, I like to wash my new garments inside and hang to dry the first couple times.

If you have any other questions on care instructions of your garments please email customerservice@urbanesteem.com

 

Question: What packaging will the items be delivered in? (applicable to custom-printed jewelry)
Answer: Presentation Box (Our free gift for you!)

Each item is placed inside a presentation box, which secures it during shipping as well as providing a luxury feel to the item when opened.

Padded Mailer

Brown is boring, and white gets easily dirty in transit. So we've gone for laminated shiny envelopes to set your packages apart from the rest.


 

Refund Policy (applicable to custom-made jewelry)
As each product is custom-made, refunds are not possible under most circumstances. However, if you discovered that the items are defective upon arrival, you can email to us: customerservice@urbanesteem.com, we will try our best to resolve your issue. We've found that most issues are easily resolved through remake or replacement requests, in order to give our customers the confidence to shop with us. Having said that, we will evaluate on a case-by-case basis.

 

Return Policy (applicable to custom-made jewelry)
Each item is custom-made for every customer - and as such, we cannot accept general returns for items. This includes:

  • Change of mind
  • Items ordered in error (including wrong quantity, design, or variant selected)
  • Exchanges for alternative design or product
  • Not as expected items
  • Unwanted items

If there's a verifiable defect or quality concern, please email us: customerservice@urbanesteem.com, we will try our best to resolve your issue.

Custom-printed jewelry is bracelets with charm designs, necklaces & bangles with pendant designs, charms and etc.


Question: What does this 120 Days Warranty Cover?
This Limited Warranty applies to physical goods, and only for physical goods, purchased from UrbanEsteem.com(the "Physical Goods").

What does this limited warranty cover?
This Limited Warranty covers any defects in material or workmanship under normal use during the Warranty Period.

During the Warranty Period, UrbanEsteem.com will repair or replace, at no charge, products or parts of a product that proves defective because of improper material or workmanship, under normal use and maintenance. We will only do that once.

What will we do to correct problems?
UrbanEsteem will either repair the Product at no charge, using new or refurbished replacement parts. If the Product is beyond repair, we will replace you with a brand new item at no extra cost comes with free shipping. We will only do that once.

How long does the coverage last?
The Warranty Period for Physical Goods purchased from UrbanEsteem.com is 120 days from the date of purchase.

A replacement Physical Good or part assumes the remaining warranty of the original Physical Good from the date of replacement or repair, whichever is longer.

What does this limited warranty not cover?
This Limited Warranty does not cover any problem that is caused by:
conditions, malfunctions or damage not resulting from defects in material or workmanship.

What do you have to do?
To obtain warranty service, you must first contact us to determine the problem and the most appropriate solution for you.