Terms of service

ONLINE ITEMS AND IMAGES

URBANSTAROMA.COM accepts no responsibility for the possibility that, due to a particular configuration of the computer used by the customer or a malfunction thereof, the colors of the products displayed on the site may differ slightly from the original colors. The images contained on the URBANSTAROMA.COM site are the property of Urban Star S.A.S. Any use of such images not authorized by written consent from Urban Star S.A.S. will be prosecuted in accordance with the law. Designers may decide to make changes to the garments during production or may even decide not to produce them. If the item is not produced, or if there are discrepancies between the garments shown in the images on the site when the customer places the pre-order and those that actually arrive in the store, URBANSTAROMA.COM will contact the customer to obtain express approval of the changes and proceed with shipment or cancel the order and issue a refund.


ITEM AVAILABILITY

 

As an authorized retailer of all brands featured on the site, URBANSTAROMA.COM guarantees the authenticity of every item. Once the order request has been received, URBANSTAROMA.COM reserves the right to reconfirm the availability of the purchased items. If the ordered items are unavailable, or if for any reason the order cannot be fulfilled as requested by the customer, the URBANSTAROMA.COM Order Department will promptly notify the customer.

Urban Star S.A.S. reserves the right to refuse an order if it is unable to obtain verification from the customer's bank. It is not possible to make changes to an order once an order for available items has been placed. Orders placed separately will be shipped separately. Urban Star S.A.S. reserves the right to delay shipment if the order cannot be shipped for reasons beyond our control. Special promotions or sales may cause shipping delays. Urban Star S.A.S. reserves the right to refuse orders or refuse to provide services to anyone at any time.

Urban Star S.A.S. has created and published the URBANSTAROMA.COM website for the purpose of providing a service exclusively for its customers. The products sold on the URBANSTAROMA.COM website are intended for final consumers. By final consumer, Urban Star S.A.S. means a natural person acting for purposes unrelated to their entrepreneurial or professional activity, or a legal entity whose activities are not limited to the resale of goods purchased on URBANSTAROMA.COM. Urban Star S.A.S. therefore invites users who do not fall within the category of final consumers to refrain both from attempting to establish commercial relationships with Urban Star S.A.S. and from submitting purchase orders for goods sold through third parties. In view of the commercial policy described above, Urban Star S.A.S. reserves the right not to process orders for goods whose use is not intended for the final consumer or orders that do not comply with the commercial policies described above.

To place orders on URBANSTAROMA.COM, customers must:

  • Be the final customer as defined in the URBANSTAROMA.COM Commercial Policy
  • Meet the requirements necessary to enter into legally binding contracts
  • Have a valid e-mail address
  • Have a valid credit card for payment: Visa, MasterCard, American Express, or a verified PayPal account or bank account 

Urban Star S.A.S. publishes information on its website in order to provide a service to its customers; however, it accepts no responsibility for any technical or factual inaccuracies and/or typographical errors, which will be corrected immediately following notification. Urban Star S.A.S. also reserves the right to make corrections and changes to the website whenever it deems necessary, without prior notice. Urban Star S.A.S. provides no guarantee that the information published on its website complies with the laws applicable in the jurisdiction of the customer's country of residence.

Urban Star S.A.S. accepts no liability for any problems, damage, or risks that the user may encounter while using the website. Urban Star S.A.S. guarantees that its website, URBANSTAROMA.COM, is protected in accordance with the international standards applicable to the Internet. If the website is used correctly, the user is protected against the risk of viruses. Urban Star S.A.S. accepts no liability for any malfunctions arising from the deactivation of cookies in the user's browser. Urban Star S.A.S. reserves the right to amend/review the terms and conditions contained in this legal notice by updating it whenever it deems appropriate, without any obligation to provide prior notice. The user must comply with the terms contained in this legal notice and periodically check for any updates, amendments, and corrections.

SECURE PAYMENT

Urbanstaroma.com guarantees the possibility of making online purchases with fast and secure payments via PayPal, credit card, or an installment payment system (Klarna, Sclapay).

Billing information

Urbanstaroma.com requires specific billing information to be entered during the checkout process. The system displays the same information for subsequent purchases, but allows you to modify it at any time. Once payment has been made, you will receive the invoice in your email inbox. The prices displayed on the website pages include VAT for countries belonging to the European Community; otherwise, they are exempt.

Web security

Urbanstaroma.com guarantees you a secure shopping experience, thanks to high security standards designed to protect your personal data and credit card information from unauthorized access. Transactions are protected through advanced technological and encryption systems (SSL) and the use of the Comodo certificate, which guarantees the highest level of protection in the e-commerce sector.

PAYMENT METHODS

The prices published on the website, payments, and order invoices are in Euros. URBANSTAROMA.COM invites customers to contact their bank for detailed information on exchange rates and bank charges relating to their transaction.

The following payment methods are accepted by URBANSTAROMA.COM:

CREDIT CARD

At the time of purchase, Customers enter their credit card details into a secure electronic banking system provided by Shopify Payments. Purchases may be made using Visa, Mastercard, Postepay, and American Express.

All transactions are processed through Stripe's secure server, ensuring maximum data protection for URBANSTAROMA.COM Customers. URBANSTAROMA.COM Customer Service operators are in no way authorized to request or accept credit card numbers and/or card validity details.

If the available funds are sufficient for the purchase and the bank details provided are valid, the transaction will be processed instantly. The credit card used will be charged at the time of purchase, including in the case of a pre-order, although shipment of those items will take place later in the season.

PAYPAL

By choosing the PAYPAL payment method, the customer may pay directly through their PayPal account. URBANSTAROMA.COM reserves the right to ship the goods exclusively to the address indicated on the account verified by PayPal. If the customer chooses to proceed with payment through the PayPal Express Checkout service, the System will automatically import the information included in the PayPal account used. Urbanstar SAS accepts no liability for any errors and/or outdated data.

We would like to remind our new customers that URBANSTAROMA.COM may ask the Bank or PayPal to verify the transaction, including by contacting the counterparty's bank. This verification may cause a delay in shipping the order. URBANSTAROMA.COM reserves the right to require new Customers to have the goods shipped to their billing address.

KLARNA

When purchasing with Klarna, the order is received immediately and paid for in 3 instalments. For further information, please consult the documentation at the following link: https://docs.klarna.com/guidelines/klarna-payments-best-practices/purchase-experience/ and Klarna's Privacy Policy at the following link: https://cdn.klarna.com/1.0/shared/content/legal/terms/0/it_it/privacy

To offer the user Klarna's payment methods, at checkout we may transmit the user's personal data to Klarna in the form of contact details and order details, so that Klarna can assess the user's eligibility for its payment methods and customize those payment methods. The user's personal data transferred is processed in accordance with Klarna's  privacy policy.

SCALAPAY

Scalapay is an innovative payment method that allows customers to purchase products from online and in-store shops, receive them immediately and pay in monthly instalments. For more information, visit the website https://www.scalapay.com/it/come-funziona-scalapay

PAY IN INSTALMENTS WITH ALMA

With Alma, you can conveniently split the amount of your purchase into monthly instalments. The service is available for purchases starting from €350.

To use Alma, simply select "Alma" as the payment method during checkout. Then, by clicking "Proceed/Continue", you will be securely redirected to Alma's payment page. Once you have completed the required information, you will receive immediate confirmation that the first instalment has been paid. Subsequent instalments will then be deducted automatically each month.

Alma accepts payments via credit/debit cards, prepaid cards (including Postepay) and digital cards (such as Revolut, N26, Business Card) on the Visa and Mastercard networks.

It is important to know that the service involves the application of interest, which is payable by the customer. Here are the percentages based on the number of instalments:

  • 2 instalments: 0.7% interest
  • 3 or 4 instalments: 1.0% interest
  • 6 instalments: 2.5% interest
  • 10 instalments: 5.0% interest
  • 12 instalments: 6.0% interest

For more details about Alma and how it works, please visit their official website directly at https://almapay.com/it-IT. If, instead, you need assistance or have specific questions as a consumer, you can find support here: https://help.almapay.com/hc/it/categories/360001414839-Consumatore.

GIFT CARD

The Gift Card will be sent to the email address provided when placing the order. The code may be used for one or more purchases until the balance is depleted if used exclusively online. The Gift Card cannot be used partially in-store and online. If used in-store, it must be used for its full value.


SHIPPING AND RETURNS

Methodis shipping

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

As required by the laws governing trade, all URBANSTAROMA.COM shipments to non-European countries are accompanied by an official invoice stating the value of each individual item in euros and the export clearance document. Customers who require specific import documents for customs concessions (e.g., FTA for imports into South Korea) must specifically request such documentation by writing to customercare@urbanstaroma.com. For sale items, the invoice shows the discounted amounts.

Trackabilityis shipping

All shipments can be tracked using a tracking code provided by email when the shipment is processed.

Delivery times and costs

Italy (24-48h)

 Shipments within Italy will be handled by TNT . Shipping within Italy is free for orders over 150 euros; below this amount, an additional charge of 5.90 euros will apply. For deliveries within Italy, delivery times are between 24-48h from the time the courier takes charge of the package. Any delivery delays once the package has been entrusted to the courier are beyond our control. In addition to courier shipping methods, free in-store pickup at our premises may be selected. Products may be collected from the next business day after 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) may be shipped either by Express courier service (delivery within 48h) or by Standard service (48-96h). The shipping cost for the Standard service starts at a minimum of 10 euros and varies according to the volume of the goods purchased and the destination country. Standard shipping is free for purchases of 200 euros or more, taxes included. If the Express service is selected, the shipping cost will vary according to the destination country and will be displayed at checkout. If the Express service is selected, there is no minimum spending threshold for free shipping. If the package remains in storage after the second delivery attempt and/or the customer fails to respond promptly to our requests to change the address or make corrections, Urbanstar will automatically initiate a return procedure. Storage and return shipping costs will be deducted from the product refund.

USA (3-7 days) Valid from 02/10/2025 16:00 CET

Shipments to the USA are handled via UPS Express courier. Shipping costs vary according to the destination and are calculated and displayed 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 upon delivery or at customs; the total amount paid at checkout is the only final cost you will incur. If the package remains in storage after the second delivery attempt and/or the customer fails to respond promptly to our requests to correct the address, Urbanstar will automatically initiate a return procedure. In this case, storage costs and return shipping costs will be deducted from the total product refund amount.


Extra-EU Worldwide (2-10 days) - Excluding USA

Shipments to non-EU countries are handled via DHL/FedEx courier or EMS international postal service in the case of remote locations or areas outside the couriers' service range. Shipping costs vary according to the destination country and are displayed at checkout. Shipping costs to countries outside the European Community do not include any duties or customs clearance costs, which remain entirely payable by the recipient. If the package remains in storage after the second delivery attempt and/or the customer fails to respond promptly to our requests to change or correct the address, 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

As of 1 January 2021, due to Brexit, the United Kingdom is considered a non-European country. Customers in the United Kingdom may continue to shop regularly on our website, subject to the following changes:

For all orders destined for  the United Kingdom, customs duties, VAT and import taxes are included in the final price displayed at checkout.

  • No additional costs: The customer will not have to pay any extra amount to the courier or customs upon delivery.

  • Northern Ireland: Shipments to Northern Ireland are not subject to customs checks, in accordance with the agreements in force.

 PACKAGE DAMAGED UPON DELIVERY

Urbanstar shall not be liable for a package damaged by the courier during transit for delivery. Upon delivery of the package, the customer must check that the packaging is in optimal condition and has not been damaged during transport. If any obvious external damage is detected, the customer is advised NOT to accept the package from the courier. Otherwise, if the package is collected and the goods inside have been damaged, Urbanstar will not be able to issue a full refund.

 RETURNS

Security tag

From 1 January 2020, white numbered security tags bearing the Urbanstar logo are affixed to shipped products (except for certain marked products). These security tags constitute a guarantee seal that the customer will find on every product received. Once the security tag has been removed, the product will be considered worn and therefore non-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 deadlines established by the return conditions, Urbanstar reserves the right to withhold 10% of the total amount to be refunded to the customer. Furthermore, returned products must not have been worn or washed, and the tags must be intact. URBANSTAROMA.COM reserves the right to verify the integrity of the product upon return. Products that are visibly dirty and/or used to such an extent that they are no longer saleable 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 for a period of fourteen working days from the day on which they receive the products. The maximum timeframe for the refund is 14 calendar days. As provided for by the Consumer Code, Article 56 (https://www.codicedelconsumo.it/parte-iii-artt-33-101/)., the refund issued shall be equal to the total amount spent, potentially including shipping costs incurred for the initial order; In the event of a partial return, if the customer paid the shipping costs, these will not be refunded. 

The Right of Withdrawal is exercised by submitting, within the prescribed deadline, the appropriate form integrated into the returns request. No right of withdrawal from the contract is provided for the supply of goods made to measure or clearly personalized (in terms of colour, size, fabric, etc.) or which, by their nature, cannot be returned or are liable to deteriorate or alter rapidly.

If the goods have been delivered, the customer may return them within the same period of fourteen working days starting from the date on which the goods are received. 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 in all respects and must not have been damaged and/or altered in any way, or used as the sole external packaging, under penalty of a deduction of between 10% and 30% from 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 have been used to such an extent that they are no longer resalable will be shipped 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 when the request is submitted through the designated portal. For remote areas and minor islands, additional return costs may be withheld from the refund for shipping rates priced at >25€. If the right of withdrawal is exercised in accordance with the provisions set out above, our company is required to refund the amounts paid by the customer. The refund will be provided free of charge as soon as possible and, in any event, after the date on which the goods are received.

Whether the purchase was made with courier delivery or free in-store collection, returns in store are always possible. In the event of an in-store return, the refund will always be made through the same payment method used for the original transaction; under no circumstances will it be possible to refund the amount due in cash at the time of the return.

 Europe and non-EU countries

In Europe and for non-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 when the request is submitted through the designated portal. If the right of withdrawal is exercised in accordance with the provisions set out above, our company is required to refund the amounts paid by the customer. The refund will be provided free of charge as soon as possible and, in any event, after the date on which the goods are received.

Whether the purchase was made with courier delivery or free in-store collection, returns in store are always possible. In the event of an in-store return, the refund will always be made through the same payment method used for the original transaction; under no circumstances will it be possible to refund the amount due in cash at the time of the return.

If a package is not accepted at the destination customs office by the customer, Urbanstar will arrange for the shipment to be returned and may proceed with the refund less the round-trip shipping costs and any customs duties and charges.

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

 Refunds

Once the parcel has arrived at the designated facility, the return will be processed within 24-48 hours .The refund will be issued after the items have been verified as eligible for a refund. If the returned items show no signs of wear and are not defective and/or worn, Urbanstar SAS will immediately refund the cost of the goods using the same payment method as that used for the original transaction. Should the Customer receive defective goods, or should any shipping errors occur on the part of URBANSTAROMA.COM, the same instructions set out above must be followed. URBANSTAROMA.COM reserves the right to request photographic evidence before authorizing returns of defective goods and to bear the shipping costs for returning the goods to its premises. URBANSTAROMA.COM also reserves the right to reject unauthorized returns or returns that do not comply with all the prescribed 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 be credited 2/3 business days after authorization (to be verified with the customer's bank).

 In the event that a parcel is held in storage, if it is not collected from the parcel shop or if no prompt response is provided to our requests, Urbanstar will initiate the procedure for returning the parcel. Storage and return shipping costs will be charged to the customer.

 Refunds of initial shipping costs 

In accordance with Article 56 of the Consumer Code, Urbanstar refunds the amount paid for the products and, where applicable, the shipping costs incurred for the initial shipment of the order. However, the following limitations apply:

  1. Countries with Standard service (Mondial Relay / InPost): For shipments destined for Italy, Spain, Portugal, France, Poland and Benelux (Belgium, the Netherlands, Luxembourg), where Mondial Relay or InPost couriers represent the standard service, the initial shipping costs will NOT be refunded if the customer selected the UPS courier (or another Express/Premium service) during the purchase process.

  2. Other Countries: For all remaining countries not mentioned in the previous section, the initial shipping costs will be refunded.

  3. Partial Returns: In the event of a partial return (return of only some items from a multiple-item order), the initial shipping costs will not be refunded under any circumstances.