Refund policy
RETURNS & EXCHANGES POLICY
At NVWAURBAN, we want you to feel confident in every piece you buy. If something isn't right, this policy explains exactly what is eligible, what it costs, and how long it takes.
1. Return Window
You may request a return within 30 days of delivery. The return window starts on the date the carrier's tracking shows your package was delivered — not the date you placed the order, and not the date it shipped. This 30-day window is the same one stated on our product pages.
If tracking shows delivered but you never received the package, contact us within 7 days of that delivery scan and we will investigate before the window runs out.
2. Eligibility
To be eligible for a return, the item must:
● Be unworn, unused, and unwashed
● Be in its original condition
● Have all original tags attached
● Be free from makeup, perfume, deodorant, stains, pet hair, and other signs of wear
● Include the original packaging where applicable
Items that do not meet these conditions may be refused or refunded at a reduced value.
3. How to Request a Return
Email support@nvwaurban.com before sending anything back. Include:
● Your order number
● The item(s) you want to return
● The reason for the return
● Photos, if the item is damaged, defective, or incorrect
We reply within 2 business days with your return authorization, the return address, and a prepaid return label where applicable. Please do not ship an item to the sender address on the package or to any address we have not confirmed — unauthorized returns may be refused.
4. Return Shipping Costs
Return shipping is deducted from your refund at a flat rate by destination:
|
Return shipping from |
Fee deducted from refund |
|
United States |
$8.00 |
|
Canada, United Kingdom, Australia, Germany, France |
$12.00 |
|
|
|
These amounts are fixed and are not subject to approval or later adjustment. If the return is due to our error — a damaged, defective, or incorrect item — we cover return shipping in full and no fee is deducted.
5. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery at support@nvwaurban.com with your order number and clear photos of the issue.
Once confirmed, we will arrange a replacement, refund, or another resolution, and we will cover return shipping. Nothing in this policy limits any statutory rights you have under applicable consumer protection law.
6. Exchanges
To exchange for a different size or color, email support@nvwaurban.com. Inventory changes quickly, so contact us as soon as possible. Exchanges follow the same shipping fee schedule as returns (Section 4); if the item you want is unavailable, we will offer a refund or another available option.
7. Non-Returnable Items
The following are not eligible for return:
● Items that have been worn, washed, or used
● Items without original tags
● Items showing signs of wear, stains, odors, or damage occurring after delivery
● Gift cards
● Final Sale items, where marked
If you are unsure whether an item qualifies, contact us before shipping it back.
8. Refunds
Once your return arrives and passes inspection, we will email you a confirmation. Approved refunds are issued to your original payment method within 10 business days of our receiving the returned item. Your bank or payment provider may take additional time to post the credit.
Original shipping charges are non-refundable, except where the return results from our error (damaged, defective, or incorrect item) or where applicable law requires it. For orders delivered in the European Union and the United Kingdom, we refund the original standard shipping charge where required by consumer protection law; if you chose a delivery method costing more than standard, only the standard charge is refunded. No restocking fee applies.
9. Late or Missing Refunds
If we have confirmed your refund but you have not received it, first check with your bank or payment provider. If it still has not appeared after the processing period above, email support@nvwaurban.com and we will trace it.
10. Return Authorization
All returns must be authorized before shipping. Once approved, please ship the item back within 14 days of receiving our return instructions; returns sent after that period may be refused. Unauthorized returns may be refused or delayed.
11. Contact
For all return, exchange, and refund questions: support@nvwaurban.com, Monday–Friday, 8:00 AM – 10:00 PM HKT (UTC+8).