Terms of service

ITEMS AND ONLINE IMAGES

URBANSTAROMA.COM disclaims any responsibility for the possibility that, due to a particular configuration of the computer used by the customer or a malfunction, the colors of the products displayed on the site may be slightly different from the original ones. The images on the URBANSTAROMA.COM website are the property of Urban Star S.A.S. Any use of these images is not authorized by a written consent of Urban Star S.A.S. will be prosecuted according to law. It is possible that the designers decide to make changes to the garments or even decide not to produce them. When that the item is not produced, or there are discrepancies between the items represented in the images on the site at the time the customer pre-orders and those which actually arrive in the store, URBANSTAROMA.COM will contact the customer to obtain express approval of the changes and proceed with the shipment or cancel the order and provide a refund.

AVAILABILITY OF ITEMS

URBANSTAROMA.COM is an authorized reseller of all the brands on the site and guarantees the authenticity of each item. Once the order request is received, URBANSTAROMA.COM reserves the right to reconfirm the availability of the items purchased. In the event that the ordered items are not available, or if for some reason the order cannot be processed as requested by the customer, the Orders Department of URBANSTAROMA.COM will promptly notify the customer.

Urban Star S.A.S. reserves the right to refuse an order if it is unable to receive a verification from the customer's bank. It is not possible to make changes to the order once an order has been placed for available items. Orders placed separately will be shipped separately. Urban Star S.A.S. reserves the right to postpone the shipment if the order is not able to be sent for reasons beyond our control. Special promotions or balances can 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 site URBANSTAROMA.COM with the purpose of offering a service reserved exclusively for its customers. The products on URBANSTAROMA.COM are intended only for the final consumer. For end consumers, Urban Star S.A.S. means a natural person who acts for purposes unrelated to his business or professional activity, or a legal person that is not limited to the resale of goods purchased on URBANSTAROMA.COM. Urban Star S.A.S. therefore invites users who are not referable to the category of final consumers to abstain, either from trying to establish business relationships with Urban Star S.A.S., or from placing purchase orders for goods for sale through third parties. In consideration 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 Commercial Policy of URBANSTAROMA.COM;
  • Possess the necessary requirements to be able to enter into legally binding contracts;
  • Have a valid e-mail address and telephone number;
  • Possess a valid credit card and sufficient funds for payment: Visa, MasterCard, American Express or a verified PayPal account or a bank account

Urban Star S.A.S. publishes information on its website in order to provide a service to its customers, however it declines any responsibility regarding the possibility of any technical or factual inaccuracies and / or typographical errors for which an immediate correction is foreseen following a report. Urban Star S.A.S. furthermore, it reserves the right to make corrections and changes to the site whenever it deems it necessary without giving prior notice. Urban Star S.A.S. does not offer any guarantee on the compliance of the information published on its site with the laws provided by the jurisdiction of the customer's country of residence.

Urban Star S.A.S. disclaims any responsibility for any problems, damages or risks that the user may encounter while using the site. Urban Star S.A.S. guarantees that its site URBANSTAROMA.COM is protected according to international standards for the Internet. If the site is used correctly, the user is protected from the risk of viruses. Urban Star S.A.S. disclaims any responsibility for any malfunctions related to the deactivation of cookies in the user's browser. Urban Star S.A.S. reserves the right to amend / revise the terms and conditions contained in this legal notice, by updating it, whenever it deems it appropriate, without any obligation to give prior notice. The user must comply with the terms contained in this legal notice, periodically checking for updates, changes and corrections.

SAFETY PAYMENT

Urbanstaroma.com guarantees the ability to make online purchases with quick and secure payments, via Pay Pal and credit card or instalment system (Klarna, Scalapay).

Billing information

Urbanstaroma.com requires the inclusion of specific billing information during the check out procedure. The system proposes the same data even for subsequent purchases, but allows you to change them at any time. Once payment is approved, you will receive the order confirmation and an invoice in your e-mail box. The prices displayed on the site pages include VAT for countries belonging to the European Community otherwise they are exempt.

Web security

Urbanstaroma.com guarantees you safe shopping, thanks to high security standards to protect your personal data and credit card information against unauthorized access. The transactions are protected through advanced technological and coding systems (SSL) and the use of the Comodo certificate which guarantees the highest level of protection in the field of e-commerce.

PAYMENT METHODS

The prices published on the site, payments, and order invoices are in Euro. URBANSTAROMA.COM invites customers to contact their bank to request detailed information on exchange rates and bank commissions relating to their transaction.

The following forms of payment are accepted by URBANSTAROMA.COM:

CREDIT/DEBIT CARD

At the time of purchase, customers enter their credit card details in a secure electronic banking system, provided by Shopify Payments. It is possible to make purchases using Visa, Mastercard, Postepay, American Express.

All transactions are processed via Stripe secure server, guaranteeing URBANSTAROMA.COM customers maximum data protection. The URBANSTAROMA.COM Customer Service operators are in no way authorized to request or accept credit card numbers and / or extremes of validity thereof.

If the existing 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 even in the case of pre-order, although the shipment of these items will take place later in the season.

PAYPAL

By choosing the PAYPAL payment method the customer can pay directly through Paypal account. URBANSTAROMA.COM reserves the right to ship the goods only to the address indicated on the account verified by Paypal. In case the customer chooses PayPal Express Checkout, the system will read automatically the information included in the PayPal account used. Any wrong or not updated data will not be under Urbanstar SAS responsibility.

URBANSTAROMA.COM can request the Bank or Paypal to verify the transaction, even by contacting the counterparty bank. This verification could cause some delay in the shipment of the order. URBANSTAROMA.COM reserves the right to request new customers to ship the goods to the billing address of the same.   

KLARNA

By purchasing with Klarna the order is received immediately and paid in 3 installments. To learn more about how Klarna works please see the link: https://docs.klarna.com/guidelines/klarna-payments-best-practices/purchase-experience/ and the Privacy at the link: https://cdn.klarna.com/1.0/shared/content/legal/terms/0/it_it/privacy

SCALAPAY

Scalapay is an innovative payment method that allows customers to buy in online shops and In Store, receive products immediately and pay in monthly instalments. For more information see https://www.scalapay.com/it/come-funziona-scalapay

GIFT CARD

The Gift Card will be sent to the email address entered when ordering. The code can be used for one or more purchases until the credit runs out 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 RETURN

Shipping methods

Shipments are made by courier (FedEx, DHL, TNT) depending on the country of destination and/or the choice of courier in the case of shipments to Europe (no Italy). Shipping costs and times vary depending on the country of destination. At the time of shipment the choice of courier may vary.

As required by the laws that regulate commerce, all URBANSTAROMA.COM shipments to non-European countries are accompanied by an official invoice that declares the value of the individual items in Euro and the free export document. Customers who require special import documents for customs facilities (e.g. FTA for South Korean imports) must make a special request for such documentation by writing to shopmanager@urbanstaroma.com. For clearance items, the invoice shows the discounted amounts.

Shipping costs for non-EU destinations do not include customs costs, which will, if applicable, always be borne by the recipient. These costs are quantified by the individual importing country directly to the customer when collecting the goods.

Shipment tracking

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



Delivery timing and costs

Italy (24-48h)


Shipments within Italy will be handled by TNT courier. The cost of shipping within Italy is free of charge for orders above 150 euro, below this amount the additional cost will be 5,90 euro. For the national territory, delivery times are between 24-48 hours from the moment the courier takes charge of the package. Any delays in delivery, once the parcel has been handed over to the courier, are not our responsibility. In addition to shipping by courier, you can select free in-store collection from our premises. Products may be collected from the working day following the order at the store in via Enrico Fermi 91-93, 00146 Rome (Italy).


Europe (48-96h)


Orders destined for European countries (no Italy) can be shipped either by Express courier (delivery within 48h) or by 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 goods purchased and the country of destination. Standard shipping is free of charge from an expenditure of 200 euros including tax. The shipping cost in case of Express service selection will vary according to the country of destination and will be visible at checkout. In case of Express service selection, there is no minimum spending threshold to guarantee free shipping. In the event that the package is returned after the second delivery attempt and/or if there is no timely response to our change of address or correction requests from the customer, Urbanstar will automatically initiate a return procedure. The costs of storage and return shipping will be deducted from the product refund.


Extra EU World (2-10 days)


Shipments to non-EU countries are handled via DHL/FedEx courier or international EMS postal shipment in case of remote locations or out of reach of couriers. 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 duties or customs clearance costs, which remain entirely the responsibility of the recipient. In the event that the package is returned after the second delivery attempt and/or if there is no timely response to our requests for change of address or correction by the customer, Urbanstar will automatically initiate a return procedure. The costs of storage and return shipping will be deducted from the product refund.



Shipping to the UK - New Brexit Rules

Due to Brexit from 1 January 2021, the UK is considered a non-European country. UK customers will be able to shop regularly 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. Upon 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 may also receive the invoice with UK VAT by e-mail on request.

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

the final price of the product already includes VAT at 20%. Upon import, the customer must pay the customs duties due but not the VAT, which is already paid when the product is purchased. At the time of shipment, for customs purposes, the package will be accompanied by an invoice with an Italian VAT number. The customer may also receive, upon request, the invoice with UK VAT by e-mail.


3- Northern Ireland

Shipments to Northern Ireland will not be affected by the above rules as parcels will not be handled via customs service


PARCEL DAMAGED ON DELIVERY

Urbanstar will not accept responsibility for a parcel damaged by the courier during the delivery journey. Upon delivery of the parcel, the customer is required to check that the package is in pristine condition and not damaged in transit. If obvious external damage is detected, the customer is requested NOT to accept the package from the courier. Otherwise, if the package is picked up and the goods inside have been damaged, Urbanstar will not be able to proceed with a full refund.

 

RETURNS 

Security tags

As of 1 January 2020, white, numbered security tags with the Urbanstar logo are attached to shipped products (except for certain marked products). These security tags represent a guarantee seal that the customer will find on every product received. Once the security tag has been removed, the product will be considered as worn and therefore not conforming to Urbanstar's return terms and conditions. Should the customer return the product without a security tag or with a tampered security tag, even within the terms of the return conditions, Urbanstar reserves the right to retain 10% of the total amount to be refunded to the customer. Furthermore, returned products must not be worn or washed, and the tags must be intact. URBANSTAROMA.COM reserves the right to check the integrity of the product at the time of return. Products that are visibly dirty and/or have been 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 he receives the products. The maximum timeframe for the refund is 14 calendar days. As provided for in 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 the event of a 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 integrated return request form. There is no right of withdrawal from the contract when it concerns the supply of goods made to measure or clearly customised (in terms of colour, size, fabric, etc.) or which, due to 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 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 to all intents and purposes an integral part of the product itself and which must not have been damaged and/or altered in any way, nor used as the only outer packaging, under penalty of a 10% to 30% deduction from the refund depending on the type of damage caused. Returns must be sent inside the box in which the order arrived or in a box suitable for shipping.  Products that are visibly soiled and/or used to such an extent that they are no longer saleable will be sent back to the customer.

Italy

Returns in Italy are always guaranteed for any order within 15 days of delivery of the package. Return costs are charged to the customer and are calculated at the time of the request to be made on the appropriate portal. For inconvenient areas and smaller islands, additional return costs 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 out above, our company is obliged to refund the sums paid by the customer. The reimbursement shall take place free of charge, as quickly as possible and in any case after receipt of the goods.

Both in the case of a purchase with courier shipment and with free in-store collection, an in-store return is always possible. In the case of an in-store return, the refund will always be made via the same payment system as the original transaction; it will not be possible in any way to return the amount due in cash at the time of the return.

 

 

Europe and Extra EU countries

In Europe and non-EU countries, returns are always guaranteed for any order within 15 days of delivery of the package. 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 appropriate portal. If the right of withdrawal is exercised in accordance with the provisions set out above, our company shall reimburse the sums paid by the customer. The reimbursement shall take place free of charge, in the shortest possible time and in any case after receipt of the goods.

Both in the case of a purchase with courier shipment and with free in-store collection, an in-store return is always possible. In the case of an in-store return, the refund will always be made via the same payment system as the original transaction; it will not be possible in any way to return the amount due in cash at the time of the return.

If the package is not accepted at the customs of destination by the customer, Urbanstar will return the shipment and can proceed with the refund net of A/R shipping costs and any duties and customs charges.

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

Refunds

Once the parcel arrives at the designated location, the return will be processed within 24-48h. Refunds will be made after the items have been verified as conforming to the refund. If the returned garments do not show any signs of wear and tear and are not damaged and/or worn Urbanstar SAS will proceed with the immediate refund of the goods using the same payment system as the original transaction. In the event that the Customer receives defective goods, or if there are errors in the shipments by URBANSTAROMA.COM, they are requested to follow the same instructions as above. URBANSTAROMA.COM reserves the right to request photographic evidence before authorising returns for faulty goods, and to bear the shipping costs for the return of the goods to its own premises. URBANSTAROMA.COM also reserves the right to refuse returns that are unauthorised or in any case do not comply with all the conditions laid down. In these cases the goods will be returned to the sender at the original shipping address. The refund in money through the same payment method can be effective 2/3 working days after the authorisation (to be verified according to your bank).

 

In the case of a parcel being held, if it is not picked up at the parcel shop or there is no prompt response to our request, UrbanStar will initiate the parcel return procedure. The costs of storage and return shipment will be charged to the customer.