Return and Refund

Return & Exchange Window

All return or exchange requests must be submitted within 3 calendar days of delivery. Requests after this window will not be accepted except where required by law.

Eligibility

• Items must be unused, unwashed, with original tags and packaging.
• Faulty, damaged, or incorrect items are eligible if you provide clear photo or video proof showing the issue.
• Hygiene items and items marked “final sale” are not eligible unless they are defective on arrival (we will note exclusions on product pages).

How to Request

1. Email urbanloomsupport@tidio.xyz or use the Returns form on our site within 3 days of delivery.
2. Provide your order ID, photos/videos of the issue, and whether you want a refund or exchange.
3. We will review and respond within 48 hours with return instructions if approved.

Shipping & Costs

If the return is due to our error (wrong item/damage), we will cover return shipping costs. For size or preference returns, shipping costs may apply and will be communicated at approval.

Refunds

Refunds are processed after we receive and inspect the returned item. If approved, refunds are issued to the original payment method within 5–7 working days (depending on your bank). We may offer store credit if you prefer.

Exchanges

Exchanges are subject to stock availability. Once your return is inspected and approved, we will ship the replacement item (if available) within 3–5 business days.