Refund policy

Last updated: September 16, 2026

At Urban Packs, we want you to be completely satisfied with your handbag purchase. We offer a straightforward return policy designed to make your shopping experience simple and risk-free.

1. RETURN WINDOW & ELIGIBILITY

  • 30-Day Return Period: You have 30 calendar days from the date your package is delivered to request a return.

  • Item Condition: To be eligible for a return, your clutch or bucket bag must be unused, unworn, in the same condition that you received it, and in its original protective packaging with all tags attached.

2. RETURN FEES & SHIPPING COSTS

  • Zero Restocking Fees: We charge $0.00 (no restocking fees) on all eligible returns.

  • Defective, Damaged, or Incorrect Items: If your item arrives damaged, defective, or incorrect due to our fulfillment error, please contact us immediately. We will provide a pre-paid return shipping label at no cost to you.

  • Customer Preference Returns: For returns based on personal preference (e.g., change of mind or unintended sizing selection), the customer is responsible for covering the cost of return shipping.

3. HOW TO INITIATE A RETURN

  1. Submit Request: Email our customer support team at support@urbanpacks.shop within 30 days of delivery. Please include your Order Number, reason for return, and clear photos if the item arrived damaged or defective.

  2. Receive Instructions: Our team will review your request within 24 business hours and send you detailed return instructions along with the return shipping address.

  3. Pack & Ship: Securely pack the item in its original packaging and ship it to the designated return facility using a trackable shipping service.

4. REFUND PROCESSING & TIMELINES

  • Inspection: Once your return package is delivered to our facility, our team will inspect the item within 2 business days.

  • Refund Approval: Upon approval, your refund will be automatically processed back to your original payment method (Visa, MasterCard, American Express, Discover, Apple Pay, Google Pay, or Shopify Payments).

  • Posting Time: Please allow 5 to 7 business days for the credited funds to appear on your bank or credit card statement, depending on your financial institution.

5. EXCHANGES & CANCELLATIONS

  • Exchanges: The fastest way to ensure you get the item you want is to return the original bag and place a new purchase separately once the return is accepted.

  • Order Cancellations: If you need to cancel an order after payment, please contact support@urbanpacks.shop within 2 hours of purchase. Once an order enters fulfillment, it cannot be canceled and must be processed as a standard return.

6. BUSINESS CONTACT INFORMATION

  • Business Name: Urban Packs

  • Business Contact: +1 (307) 445-9876

  • Business Email: support@urbanpacks.shop

  • Business Hours: Monday – Friday, 9:00 AM – 5:00 PM EST

  • Business Address: 5830 E 2nd St, Casper, WY 82609, United States