At Urban Charm, we are dedicated to providing our customers with an exceptional shopping experience. This Service Policy outlines the terms and conditions of our customer service practices, including support, shipping, returns, and more.
1. Customer Support
We are committed to providing timely and effective customer support for all inquiries regarding our products, orders, and services. If you need assistance, you can contact our customer service team:
- Email: service@urbancharm.store
- Response Time: We strive to respond to all inquiries within 24-48 business hours.
2. Order Processing
- Processing Time: Orders are processed within 1-3 business days after payment is confirmed.
- Business Days: We operate Monday to Friday, excluding holidays.
- Order Changes: If you need to make changes to your order (such as address updates), please contact us within 24 hours of placing your order. After this period, we may not be able to accommodate changes if the order has already been processed or shipped.
3. Shipping and Delivery
- Domestic Shipping: We offer standard shipping across the United States. Shipping fees and delivery times will be calculated at checkout based on your location.
- International Shipping: International shipping is available, with costs and times varying by destination. Please note that customers are responsible for any customs fees, taxes, or duties that may apply.
- Tracking: Once your order is shipped, you will receive an email with your tracking information.
4. Returns and Refunds
Please refer to our Refund Policy for detailed information on returns, refunds, and exchanges. In summary:
- Returns: Eligible items can be returned within 30 days of receipt.
- Refunds: Once we receive and inspect your return, refunds will be processed to the original payment method. It may take 5-10 business days for the refund to appear in your account.
5. Product Availability
We make every effort to ensure that all items listed on our website are in stock. In the rare event that an item is unavailable after your order is placed, we will notify you and provide an option for a refund or replacement.
6. Product Descriptions
We aim to provide accurate product descriptions and images. However, colors and materials may vary slightly due to lighting and screen differences. If you feel that a product does not meet its description, please contact us for assistance.
7. Pricing and Payments
- Pricing: All prices are listed in USD and are subject to change without notice.
- Payments: We accept various forms of payment, including major credit cards and other payment methods available at checkout.
- Taxes: Applicable taxes will be calculated and added at checkout based on your shipping location.
8. Order Cancellations
Orders can be canceled within 24 hours of placement. If your order has already been processed or shipped, cancellation may not be possible.
9. Promotions and Discounts
From time to time, Urban Charm may offer promotions, discounts, or free shipping offers. These promotions are subject to specific terms and conditions, and may not be combined with other offers unless otherwise stated.