At Urban Gemms Boutique, our biggest goal is to make sure our fabulous customers are always happy! We know that ordering things online can be a gamble since you can't touch or try any of the items on, and because of that we pride ourselves in being very return friendly. If you are not completely satisfied with your purchase, we will do everything we can do to try to make it right!
Please contact our customer service team within 7 days after the date of delivery if you are not 100% satisfied with your purchase. If you were sent incorrect items or are missing items, please notify customer service so we may get that sorted out for you.
Our rules for refunds or exchanges go as follows:
- Returned items will be refunded in the form of store credit only. We cannot issue cash or credit card refunds.
- We must be notified of all returns or exchange requests within 7 days after your package is delivered. Any return or exchange request attempted to be made after 7 days, will not be accepted. No exceptions.
- All returns or exchanges must be received by us within 10 days of the date you contacted us for the request. If the item(s) are not delivered to us within that 10 days, you will not be refunded.
- Anything purchased at a discounted price is a FINAL SALE and is not eligible for returns or exchanges.
- All jewelry, bras, headbands, and earrings are FINAL SALE and is not eligible for returns or exchanges.
- All giveaway items are FINAL SALE and is not eligible for returns or exchanges.
- Items must remain unwashed, unworn (with the exception of trying on), tags still attached, free of all stains (including makeup & deodorant stains), no tear's, no cuts, and in the same condition it was received. If your item is sent back to us with any of these issues, your return will not be accepted. You will be responsible for paying shipping for us to send it back to you. If you refuse to pay for shipping then your item will be donated and you will not receive a refund of any sort.
- The items must be shipped back to us in the same manner they were shipped out (not balled up and thrown in a bag). Please neatly fold it and wrap it up before you place it in the package or box.
- Include your original receipt in your return package. Please circle the item(s) on your receipt that you wish to return or exchange, and please write next to the item why you are returning.
- Shipping items back to us for returns or exchanges is non refundable and will be the responsibility of the customer, unless it was a mistake on our end. In the case of exchanges, shipping your new item to you will be on us.
- Please allow us 3-5 business days to process your return once we receive it.
In the event of a return, your refund will be issued in the form of store credit as a gift card. We cannot issue cash or credit card refunds. Your online gift card will be sent to you via email. Please allow 3-5 business days to process your return and receive your gift card. You (the customer) are responsible for paying shipping costs when returning the items.
In the event of an exchange, please contact the customer service team to switch out your item(s). We have a limited number of each style and size in stock, and because of this we cannot guarantee an exchange. In this case we will be happy to issue you store credit in the form of a gift card. You (the customer) are responsible for paying shipping costs when returning items to exchange.
We are not responsible for lost or stole packages during delivery. Once the post office has received your item it is then out of our hands. If you are missing a package please call your post office and have them open an investigation before contacting us. More often then not we are not able to do anything on our end to help track it down.
To return/exchange: please send the package to 4623 Johnnycake Landing Rd Frederica DE 19946, or the return address labeled on the package.