Shipping + Pickup Policy

General Information

At Urban Luxe Home Essentials, we carefully prepare and package every order to help ensure it arrives safely and accurately.

Please review your shipping address carefully before completing your purchase. Customers are responsible for providing a complete and accurate shipping address, including apartment, suite, unit number, and any other required delivery information.

Urban Luxe Home Essentials is not responsible for packages that are delayed, lost, misdelivered, or returned due to an incorrect or incomplete address provided at checkout.

If you notice an error in your shipping address, please contact us as soon as possible. Once an order has shipped, we may not be able to make changes.

Returned-to-Sender Packages

If a package is returned to us because of an incorrect address, failed delivery attempt, refusal, or other delivery issue, we will contact you once the package has been received.

Customers may choose to:

• Pay the applicable shipping cost to have the order resent, or
• Arrange local pickup, when available.

Original shipping charges are non-refundable.

Processing Times

Processing time is separate from shipping/transit time.

Standard Orders

Please allow approximately 2–5 business days for standard orders to be processed before shipment.

Custom + Made-to-Order Products

Customized, personalized, Marbled Candles, oversized candles, bulk orders, and other made-to-order items may require additional processing time.

Estimated production times will be provided on the product page or communicated after your order is placed when necessary.

Business days do not include Saturdays, Sundays, or holidays.

During sales, holidays, launches, or periods of high order volume, processing times may be slightly longer.

Once your order ships, you will receive a confirmation email containing your tracking information.

Shipping

Domestic orders may be shipped through USPS, UPS, or another appropriate carrier based on package size, destination, and shipping requirements.

Urban Luxe Home Essentials reserves the right to select or change the shipping carrier when necessary to safely and efficiently fulfill your order.

Available shipping options and costs will be displayed at checkout.

PO Boxes

Orders shipping to a PO Box will be sent using USPS.

Certain expedited shipping options may not be available for PO Box addresses.

Shipping Fees

All shipping charges are non-refundable once an order has shipped.

If a shipment is refused and returned to Urban Luxe Home Essentials, the customer may be responsible for:

• Original shipping charges
• Return shipping charges
• Any applicable carrier fees

Any eligible refund will be issued after these costs have been deducted.

Tracking + Delivery

Once an order has been transferred to the shipping carrier, delivery timing is subject to the carrier's operations and is outside of our direct control.

Please monitor the tracking information provided with your shipment.

If your package shows as delivered but cannot be located, we recommend checking:

• Around your delivery area
• With household members
• With neighbors
• With your apartment, leasing office, or mailroom
• Directly with the shipping carrier

If you still cannot locate your package, please contact us and we will assist where possible with the carrier's claim process.

Damaged Orders

If your order arrives damaged, please contact us as soon as possible.

Include:

• Your order number
• Photos of the damaged item
• Photos of the shipping box
• Photos of the interior packaging
• A photo of the shipping label

Please keep all original packaging until your claim has been reviewed.

Damage claims may require photographic documentation before a replacement or other resolution can be provided.

International Shipping

When international shipping is available, customers are responsible for any applicable customs fees, import taxes, duties, brokerage fees, or other charges imposed by the destination country.

These charges are not included in the product or shipping price unless specifically stated at checkout.

Urban Luxe Home Essentials is not responsible for customs delays or additional fees assessed after shipment.

Local Pickup

Local pickup may be available for select orders.

You will be notified when your order is ready for pickup. Please do not arrive before receiving your pickup confirmation.

Pickup orders must be collected within 5 business days of the ready-for-pickup notification unless other arrangements have been made in advance.

For unclaimed orders:

• Standard, non-customized merchandise may be canceled and subject to a restocking fee.
• Custom, personalized, made-to-order, and special-order products are not eligible for cancellation or refund due to failure to pick up.

If you need additional time, please contact us before your pickup deadline so arrangements can be made.