Shipping

SHIPPING AND RETURNS

Methodà of shipping

Shipments are made via courier (UPS or InPost/Mondial Relay) depending on the destination country and/or the courier choice for shipments within Europe. Shipping costs and times vary depending on the destination country. 

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 who require specific import documents for customs benefits (e.g., FTA for South Korea imports) must make a special request for such documentation by writing to the address customercare@urbanstaroma.com. For sale items, the invoice shows the discounted amounts.

Shipping costs for destinations outside the EU (except for the USA and the United Kingdom) do not include customs fees, which, if applicable, will always be charged to the recipient. These costs are assessed by the individual importing country directly to the customer at the time of goods collection.

Trackingà shipping

All shipments can be tracked using a code provided at the time of shipment processing via email.

UPS

Shipments handled by UPS are picked up and delivered directly to the address entered at the time of purchase. UPS reserves the right to leave the package at a UPS Access Point if the recipient is not available at the delivery location at the time of delivery.

InPost / Mondial Relay

Shipments handled by InPost / Mondial Relay are picked up and delivered at the Locker or Pickup Point (PUDO) chosen at the time of purchase. Once the package arrives at its destination, the customer receives an email and/or SMS delivery notification containing the PIN required to collect the package. The package remains available for pickup for 7 days; if not collected, it is returned to the sender (return costs will be charged to the customer). It is not possible to change the pickup point once the package has been shipped.

When entering the shipping address, the system immediately generates a list of shipping options listed in alphabetical order, so UPS will most likely be at the bottom. Additionally, the first option on the list is automatically selected, which, if it is a Locker or a Pickup Point, is not necessarily the closest location to the entered address.

 

Delivery times and costs

Italy (24-48h)

Shipments within Italy can be handled via UPS or InPost courier, depending on the choice at checkout. Shipping in Italy is free for orders over 150 euros only when selecting the InPost courier. Below this amount, the additional cost will be 5 euros with InPost and will be defined at payment if UPS is chosen. UPS courier is never free.

For the national territory, delivery times 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. In addition to courier shipping methods, free in-store pickup at our headquarters is available. Products can be picked up from the next working day after the order at the store located at via Enrico Fermi 91-93, 00146 Rome (Italy).

Europe (48-96h)

Shipments within the Schengen European territory can be handled via UPS or InPost / Mondial Relay courier, depending on the choice at checkout. Shipping is free for orders over 200 euros only when selecting the InPost / Mondial Relay courier. Below this amount, the cost ranges from 8 to 10 euros depending on the destination and will be defined at payment if UPS is chosen. UPS courier is never free for countries where InPost / Mondial Relay is an available shipping option.

USA (3-7 days) 

Shipments to the USA are handled via UPS Express courier. Shipping costs vary based 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 no additional costs are due at delivery or customs; the total amount paid at checkout is the only final cost to bear. If the package is held after the second delivery attempt and/or the customer does not promptly respond to our requests to correct the address, Urbanstar will automatically initiate a return procedure. In this case, storage fees and return shipping costs will be deducted from the total product refund amount.

United Kingdom and Northern Ireland (3-5 days)

Shipments to the United Kingdom are handled by UPS, and the cost is determined at checkout.

Due to Brexit, from January 1, 2021, the United Kingdom is considered a non-European country. UK customers can continue to shop regularly on our website.

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

Non-EU World (2-10 days) - Excluding USA and United Kingdom

Shipments to non-EU countries are handled via UPS courier. 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 are 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 changes or corrections by the customer, Urbanstar will automatically initiate a return procedure. Storage and return shipping costs will be deducted from the product refund.

 

PACKAGE DAMAGED UPON DELIVERY

Urbanstar does not take responsibility for a package damaged by the courier during transit. Upon delivery of the package, the customer is required to check that the packaging is in optimal condition and not damaged during transport. If obvious external damage is found, 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 DISPUTES

Once the courier picks up the package from our facility, 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 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 safe 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 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, shipped products (except for some marked products) are applied with white numbered security tags with the Urbanstar logo. These security tags represent a guarantee seal that the customer will find on every product received. 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 amount. Additionally, returned products must not be worn or washed, and tags must be intact. URBANSTAROMA.COM reserves the right to verify the product's integrity at the time of return. Products 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 reason within fourteen days from the day they receive the products. The maximum refund time 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 standard shipping costs incurred for the initial order (if a fast shipping service was chosen instead of the standard one, only the base cost will be refunded and the difference retained); In case of partial return, if the customer paid for shipping, these costs will not be refunded. 

The Right of Withdrawal is exercised by sending, within the prescribed period, the dedicated integrated form for return requests. There is no right of withdrawal from the contract when it comes to the supply of goods made to measure or clearly customized (for color, size, fabric, etc.) or which, by their nature, cannot be returned or risk deteriorating or altering quickly. Returns of perfumes whose packaging has been opened are not accepted.

If the goods have been delivered, the customer can return them within the same period of fourteen working days starting 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 and must not have been damaged and/or altered in any way, nor used as the sole 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. Products that are visibly dirty and/or used 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 of package delivery. Return costs are borne by the customer and are calculated at the time of the request to be made on the dedicated portal. For remote areas and smaller islands, additional return expenses for shipping rates over €25 may be deducted from the refund. If the right of withdrawal is exercised in accordance with the provisions set out 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 the purchase is shipped by courier or picked up free of charge in-store, returns in-store 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 refund the amount in cash at the time of 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 item 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 out 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 the purchase is shipped by courier or picked up free of charge in-store, returns in-store 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 refund the amount in cash at the time of return.

If a package is not accepted by the destination customs by the customer, Urbanstar will return the shipment and may proceed with a refund minus the round-trip shipping costs and any customs duties and fees.

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 24-48 hours. The refund will be issued after the items have been verified as eligible for refund. If the returned items show no signs of wear and are not damaged and/or worn, Urbanstar SAS will proceed with an immediate refund using the same payment method as the original transaction. In the event the Customer receives defective goods or if there are shipping errors by URBANSTAROMA.COM, the same instructions above must be followed. URBANSTAROMA.COM reserves the right to request photographic evidence before authorizing returns for defective goods and will cover the shipping costs for returning the goods to its premises. URBANSTAROMA.COM also reserves the right to refuse unauthorized returns or those not complying with all the specified 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 business days after authorization (subject to verification 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.