Shipping

SHIPPING AND RETURNS

Method of shipping

Shipments are made via courier (FedEx, DHL, TNT, UPS) depending on the destination country and/or the choice of courier in the case of shipments to Europe (excluding Italy). Shipping costs and times vary depending on the destination country. At the time of shipment, the choice of courier may vary.

As required by trade laws, all shipments from URBANSTAROMA.COM to Non-European countries are accompanied by an official invoice declaring the value of individual items in Euros and the export clearance document. Customers needing specific import documents for customs facilitation (e.g., FTA for South Korea import) must request such documentation by writing to shopmanager@urbanstaroma.com. For sale items, the invoice shows the discounted amounts.

Shipping costs for non-EU destinations do not include customs fees, which, if applicable, will always be borne by the recipient. These costs are assessed by the individual importing country directly to the customer at the time of goods pickup.

Traceabilityà shipping

All shipments will be traceable via a code provided at the time of shipment management via email.

Delivery times and costs

Italy (24-48h)

Shipments within Italian territory will be handled via TNT courier. Shipping in Italy is free for orders over 150 euros; below this amount, an additional cost of 5.90 euros applies. Delivery times within the national territory range from 24-48h from the moment the package is picked up by the courier. Any delivery delays, once the package has been handed over to the courier, are not our responsibility. Besides courier shipping methods, free in-store pickup at our location is available. Products can be picked up from the working day following the order at the store located at via Enrico Fermi 91-93, 00146 Rome (Italy).

Europe (48-96h)

Orders destined for European countries (excluding Italy) can be shipped either with Express courier (delivery within 48h) or with Standard service (48-96h). The shipping cost for the Standard service ranges from a minimum of 10 euros and varies depending on the volume of the purchased goods and the destination country. Standard shipping is free for orders over 200 euros including taxes. The shipping cost for Express service will vary based on the destination country and will be visible at checkout. There is no minimum spending threshold for free shipping when selecting Express service. In case of package storage after the second delivery attempt and/or lack of timely response to our requests for address change or correction by the customer, Urbanstar will automatically initiate a return procedure. Storage and return shipping costs will be deducted from the product refund.

USA (3-7 days) 

Shipments to the USA are handled via UPS Express courier. Shipping costs vary depending on the destination and are calculated and visible at checkout. For all orders destined for the United States, customs duties and import taxes are included in the final price (DDP - Delivery Duty Paid). This means that you will not have to pay any additional costs at delivery or customs; the total amount paid at checkout is the only final cost you will incur. In case the package is held after the second delivery attempt and/or the customer does not respond promptly to our requests to correct the address, Urbanstar will automatically initiate a return procedure. In such cases, storage fees and return shipping costs will be deducted from the total product refund amount.

Non-EU World (2-10 days) - Excluding USA

Shipments to non-EU countries are handled via DHL/FedEx courier or international postal EMS shipping in case of remote locations or areas out of courier reach. Shipping costs vary depending on the destination country and are visible at checkout. Shipping costs to countries outside the European Community do not include any customs duties or clearance fees, which remain entirely the responsibility of the recipient. In case of package storage after the second delivery attempt and/or failure to respond promptly to our requests for address change or correction by the customer, Urbanstar will automatically initiate a return procedure. Storage and return shipping costs will be deducted from the product refund.

Shipments to the United Kingdom - New Brexit rules

Due to Brexit, from January 1, 2021, the United Kingdom is considered a non-European country. UK customers will be able to regularly shop on our website with the following changes:

1- purchase of products with a value <£135:

The final price of the product already includes 20% VAT. At the time of import, the customer will not have to pay any customs duty or VAT to the courier. At the time of shipment, for customs purposes, the package will be accompanied by an invoice with an Italian VAT number. The customer can also receive, upon request, the invoice with UK VAT via email.

2- purchase of products with a value> £135:

The final price of the product already includes 20% VAT. At the time of import, the customer will have to pay the applicable customs duties but not the VAT, which is already paid at the time of purchase of the product. At the time of shipment, for customs purposes, the package will be accompanied by an invoice with an Italian VAT number. The customer can also receive, upon request, the invoice with UK VAT via email.

3- Northern Ireland

Shipments to Northern Ireland will not be subject to the above rules as packages will not be handled through customs service.

PACKAGE DAMAGED UPON DELIVERY

Urbanstar does not assume responsibility for a package damaged by the courier during transit. At the time of delivery, the customer is required to check that the package is in optimal condition and not damaged during transport. If obvious external damage is detected, the customer is advised NOT to accept the package from the courier. Otherwise, if the package is accepted and the contents are damaged, Urbanstar will not be able to issue a full refund.

DELAYS, LOST PACKAGES, AND SIGNATURE DENIALS

Once the courier picks up the package from our premises, responsibility for delivery passes to the courier. In case of delivery delays, the courier is responsible for the delay.

If the customer receives confirmation of package delivery with a signed proof of delivery, Urbanstar refers the responsibility for the damage to the courier; therefore, an investigation must be initiated, with the customer's cooperation, which may end with a signature denial statement. Claim processing times can take up to 30 days. Upon completion of the procedure with acknowledgment of package loss and/or theft, the customer will receive a refund equal to the total order amount.

Some couriers may leave the package in a secure area adjacent to the recipient's door and attach a photo of the delivered packages as proof of delivery. In case of proof of delivery with a photo, Urbanstar does not assume responsibility for packages considered undelivered or stolen. If the customer finds themselves in the described situation, they must file a direct claim with UPS and/or report theft to the competent local authorities.

RETURNS

Security tag

From January 1, 2020, white numbered security tags with the Urbanstar logo are applied to shipped products (except for some marked products). These security tags represent a seal of guarantee that the customer will find on every received product. Once the security tag is removed, the product will be considered worn and therefore not compliant with the return conditions established by Urbanstar's terms and conditions. If the customer returns the product without the security tag or with a tampered security tag, even within the return period, Urbanstar reserves the right to withhold 10% of the total refund to the customer. Additionally, returned products must not be worn or washed, and the tags must be intact. URBANSTAROMA.COM reserves the right to verify the product's integrity at the time of return. Products that are visibly dirty and/or used to the point of being unsellable will be sent back to the customer.

Pursuant to Legislative Decree 206/2005, the consumer has the right to withdraw from the contract without penalty and without giving any explanation for a period of fourteen working days from the day they receive the products. The maximum time for the refund is 14 calendar days. As provided by the Consumer Code, art. 56 (https://www.codicedelconsumo.it/parte-iii-artt-33-101/)., the refund issued is equal to the total amount spent, possibly including shipping costs incurred for the initial order; In case of partial return, if the customer has paid the shipping costs, these will not be refunded. 

The Right of Withdrawal is exercised by sending, within the prescribed period, the dedicated integrated form for the return request. There is no right of withdrawal from the contract when it comes to the supply of goods made to measure or clearly personalized (for color, size, fabric...) or which, by their nature, cannot be returned or risk deteriorating or altering quickly.

If the delivery of the goods has taken place, the customer can return the aforementioned within the same period of fourteen working days from the date of receipt of the goods. Returned products must be intact and in their original packaging. All footwear and accessories must be returned together with their original box, which is considered an integral part of the product itself and must not have been damaged and/or altered in any way, nor used as the only external packaging, under penalty of a deduction from 10% to 30% of the refund amount depending on the type of damage caused. Returns must be shipped inside the box in which the order arrived or in a box suitable for shipping. Visibly dirty and/or used products to the point of no longer being sellable will be sent back to the customer.

Italy

Returns in Italy are always guaranteed for any order within 15 days from the delivery of the package. Return costs are borne by the customer and are calculated at the time of the request to be made on the dedicated portal. For disadvantaged areas and smaller islands, additional return expenses may be deducted from the refund for shipping rates with a price >25€. If the right of withdrawal is exercised in accordance with the provisions set forth so far, our company is obliged to refund the amounts paid by the customer. The refund will be made free of charge, as soon as possible and in any case after the date on which the goods are received.

Whether purchased with courier shipping or free in-store pickup, in-store returns are always possible. In case of an in-store return, the refund will always be made through the same payment method as the original transaction; it will not be possible to return the amount due in cash at the time of the return.

Europe and Extra EU Countries

In Europe and for Extra EU countries, returns are always guaranteed for any order within 15 days of package delivery. The costs of returning the goods to the sender are borne by the consumer and are calculated at the time of the request to be made on the dedicated portal. If the right of withdrawal is exercised in accordance with the provisions set forth so far, our company is obliged to refund the amounts paid by the customer. The refund will be free of charge, as soon as possible, and in any case after the date on which the goods are received.

Whether purchased with courier shipping or free in-store pickup, in-store returns are always possible. In case of an in-store return, the refund will always be made through the same payment method as the original transaction; it will not be possible to return the amount due in cash at the time of the return.

In case a package is not accepted at the destination customs by the customer, Urbanstar will return the shipment and may proceed with the refund net of round-trip shipping costs and any customs duties and charges.

Packages coming from non-European countries that require payment of customs duties and import VAT will be subject to extra costs to be deducted from the refund amount.

Refunds

Once the package arrives at the designated location, the return will be processed within 24-48h. The refund will occur after the items have been verified as compliant for refund. If the returned items show no signs of wear and are not defective and/or worn, Urbanstar SAS will proceed with the immediate refund of the goods using the same payment method as the original transaction. In the event that the Customer receives defective goods, or if errors occur in shipments by URBANSTAROMA.COM, it is required to follow the same instructions outlined above. URBANSTAROMA.COM reserves the right to request photographic evidence before authorizing returns for defective goods and to cover the shipping costs for the return of the goods to its premises. URBANSTAROMA.COM also reserves the right to refuse unauthorized returns or those not complying with all the stipulated conditions. In such cases, the goods will be returned to the sender at the original shipping address. The cash refund via the same payment method may take 2/3 working days after authorization (to be verified with your bank).

 In case of package storage, if it is not picked up at the parcel shop or if no prompt response is given to our reminders, UrbanStar will initiate the package return procedure. Storage and return shipping costs will be charged to the customer.