We offer free returns and a 7-day money-back policy for all products above $50.00 USD.
For other products, please email us at firstname.lastname@example.org and we'll share details about return procedure.
Our standard procedure is for the customer to return the product to the address of our nearest fulfilment center, share tracking number with us, and we process refunds in 7-14 business days after receiving the product and verifying its condition. The customer has to incur postage charges.
If you have a multi-item order, each item may be shipped from the a different international warehouse, depending on which one has them available the fastest. Alternatively, if an item is popular and on a bit of a backorder, we might ship your items at different times, in different packages, to prevent holding up your order and to get it to you as fast as possible!
All of our orders are sent with insured shipping and handling. If an order gets stuck at customs, sent back or even lost during the delivery process, we apologize! The postal service is out of our control. However, in cases like this, because the packages are insured, we will send you a new package with quicker shipping and full tracking, if possible. Please see our refund and return policy for when these might be applicable to shipping situations.
The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
If you haven't received an order confirmation email, it is likely the result of one or two things:
Your order was never actually placed and processed.
You have entered an incorrect email address with your order
If you are certain that the email address linked to your order is correct, please check the spam folder in your mailing client for your order confirmation. In the event that you still cannot locate an order confirmation, please email our customer service department:
At Urelas our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to hundreds of customers across the world, for free, and ensuring that we provide the very highest levels of responsiveness to you at all times.
The time frame for order delivery is divided into two parts:
Processing time: This includes order verification, tailoring, quality check and packaging. All orders are sent to the manufacturer for dispatch within 24 hours after the order is placed. The manufacturer and our logistics partner processes the orders, which can take additional 2-7 business days.
Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. United States orders are shipped by a subsidiary of US Postal Services. After processing and leaving the warehouse, items usually take between 2-3 weeks to arrive at their destination but can take longer from time to time and may vary from product to product. International delivery usually takes about 3-5 weeks.
More information on shipping times for a specific product can be found on the product page. Extra time may be required for larger orders, international orders, and orders requiring additional customer information. Please note that Urelas provides full refund to you if the order fails to reach you within the lock-in period, which is usually 45-60 days depending on the product.
We provide tracking information for all orders so please be diligent and keep track of your orders' progress through the mail system. Once you have your order tracking number please allow time for it to enter the carrier’s system and update (this can take up to 7 business days). We strive to uphold the highest levels of quality customer service. It is our ultimate goal at Urelas to create life-long customers and we will do everything in our power to ensure that your experience with us is one that makes you want to shop with us again and again. If you have any questions or concerns, please reach out to us at email@example.com.
IMPORTANT NOTE ABOUT INTERNATIONAL CUSTOMS
Please note that it is your responsibility to know the import regulations for your country prior to ordering. Once an order has left our premises we cannot be held responsible for customs delays. Most countries will have no trouble but we post this disclaimer in the off chance that there is an issue.
If your order is denied entry into your country, we strongly advise that you attempt to have the items sent back to us and we will offer you a refund as calculated: Total cost less a 15% restocking fee [an 85% refund] less shipping costs. Please note that we can only issue a refund after we have received the items back. If customs does not return the items to us, we cannot issue a refund.
We do not have a re-ship policy. We assume that all customers are aware of their own countries' laws and are therefore responsible for dealing with their countries' customs.
We offer order tracking and the orders placed can be tracked here, however in some cases it may be unavailable. If that's the case, contact us at firstname.lastname@example.org and we will do our best to keep you up to date on your order!
Please Note: It may take up to 7 days before a tracking code becomes active!
Urelas is pleased to be able to offer FREE shipping to 192 countries and regions around the world, however, please take the below note into consideration before purchasing from us.
IMPORTANT NOTE ABOUT INTERNATIONAL CUSTOMS
You are responsible for knowing import regulations for your country. Please research to ensure that the product(s) you order are legal for importation PRIOR to ordering. Once the order has left our premises we cannot be held responsible for customs delays. Most countries will have no trouble but we post this disclaimer in case there is an issue.
In the event the order is returned to us and you wish to have a refund, then we will do so only after we have received the product(s) back. The refund will be calculated as Total cost less shipping and a 15% restocking fee for a total of an 85% refund--not including shipping.
We provide tracking information for all orders so please be diligent and keep track of your orders' progress through the mail system.
We do not have a reship policy. We DO assume that all clients are aware of their own countries' laws and therefore, you are responsible for dealing with your countries' customs.
Please know your own import regulations before ordering. It is your responsibility. If customs does not return the products to us, we cannot issue the 85% refund to you. If your order is denied entry into your country, we strongly advise attempting to have the items sent back to us and we will refund your order, less shipping costs and a 15% restocking fee.
Damage may occur during shipping, but we will do our best to fix things if you give us the chance! Send us an email at email@example.com within 3 days of receiving your order, give us your order details (i.e., what you ordered and the order number), and we'll be happy to help you out!
Depending on stock and warehouse location, we may need to ship your items separately, so products may arrive at different times in separate packages. Generally, we'll give you the tracking numbers for your items to make you aware that they are being shipped separately. However, if you have waited longer than the specified shipping dates, and your order did not arrive, please contact us at firstname.lastname@example.org and we'll be happy to help!
Check your order confirmation email for the order tracking number and see if you can determine the location of your order.
Since most orders are shipped internationally, sometimes a package may get lost or damaged in transit. In such cases we offer full refund to the customer within the lock-in period, which is usually 45-60 days depending on the product.
If that doesn't work, send us an email at email@example.com. Please tell us what you ordered and provide your order number(s), and we'll be happy to help you out!
We're aware that using a credit card online can be scary! However, our website is SSL encrypted and certified (note the 's' after the 'http' in the browser url) to provide you with safe and secure transactions. All credit card payments are processed with our payment processor, Paypal—the best in the business! Paypal strives to keep your personal information secure through being certified as a PCI DSS Level 1 compliant service provider, which is the highest level of compliance available. So rest assured that any purchase you make with us is secure.
Other things to note for your security:
We will never ask you for non-encrypted payment information, meaning that we will never request your credit card information over the phone or via email. If you receive an email that appears to be from us requesting this kind of information, it is not legitimate!
Urelas is happy to offer a 7-day money back guarantee (from the date you receive your purchase) if you are not satisfied with your purchase. For more details, please refer to our Return and Refund Policy.