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For questions and information about how to place an order with UrbanDecay.com, check your order, cancel your order, or information about Urban Decay's store locations contact UrbanDecay.com's Customer Service Representatives: Customer Service Center By E-mail: Returns and Exchanges For general questions and information about Urban Decay contact Urban Decay's Corporate Office at: Corporate Headquarters By Mail: Careers Donations/Sponsorships Makeup Artist Program Public Relations Wholesale Information International Contacts Japan Agent NOTE: Sorry at this time we do not ship orders internationally. If you have questions regarding that matter, please send them to OnlineOrders@UrbanDecay.com. Questions? Comments? Send Us an E-mail
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How do I order online?
Can I order over the phone? Yes you can and you have two options.
Can I order by mail? Yes, you can place your order by mail. You have several payment options to choose from: check, money order or credit card. Sorry, no international orders. How to place the order.
How do I know if ordering online is secure? What are you going to do with my name and order information?
How do I track my order?
Can I split/ship my order to more than one address? If you want to ship products to two different addresses, you need to place two separate orders. At this time we can only ship to one address per order. Can I change or cancel my order?
Can I have my order sent to a different location other than my billing address?
What happens if some of the items I ordered are unavailable?
What products are discontinued or out of stock?
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| Shipping Information and Rates
Get FREE Standard USPS Shipping on all merchandise orders $50 and over (excluding taxes). For orders totaling less than $50, the rates are:
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*Delivery time includes 2-3 days order processing time. Note: UPS does not guarantee delivery time on ground shipments, therefore neither does Urban Decay. There is no charge for shipping of eGift Certificates, regardless of their face value. However, if an eGift Certificate and a product are ordered together and the merchandise total of the order is less than $100, the shipping fee above will be applicable for the merchandise portion of the order. Please allow 2-3 business days from the time your order is received for the order to be processed and shipped. Returns UrbanDecay.com offers a "Satisfaction Guarantee" policy on all purchases. You have up to 45 days (from the shipment date) to return any merchandise with which you are not satisfied. Note: We do not refund shipping unless the return is a result of our error. Please note that we do not accept returns of Urban Decay merchandise that was purchased from a retail partner's store or from another website. We only accept returns for items purchased through the online UrbanDecay.com store. You must return the item to the original place of purchase. It can take up to 14 business days to process the return and credit your account. We will notify you by e-mail once your return has been fully processed. Please note that your financial institution will likely take approximately seven business days to reflect this transaction. If you have any questions about your return, please contact customer service. For complete information on RETURNS AND EXCHANGES, click here. Back Orders/Out of Stock If some of the items in your order are temporarily Out of Stock, we will ship the available items only and notify you of any products that cannot be fulfilled. Currently, we do not offer "Back Orders" for products that are not available at the time your order is placed. If you have any questions, please call UrbanDecay.com's Customer Service Representatives at (800) 784-URBAN (8722) and leave a message. An Online Orders Specialist will return all calls twice daily. Order Processing & Delivery Orders take approximately 2 to 3 days to process, plus shipping time. We only process orders Monday - Friday and therefore orders placed after 12pm (Pacific) Fridays, Saturday and Sunday will be shipped on Monday and/or Tuesday. We will notify you if an item is out of stock. We cannot ship UPS for Saturday delivery. Expedited (Rush) Shipping: If you place an order at 3pm PST on Wednesday and select UPS Next Day, it will be shipped on Thursday, and should arrive Friday. Please note that on U.S. Holidays, regular order processing may be slightly delayed. Also some U.S. carriers may not ship or deliver on certain holidays. UPS Delivery Map UPS is UrbanDecay.com's preferred carrier and we recommend that our customers choose UPS when shopping with us. UPS offers more detailed tracking information for your order. See the map below for the number of business days in transit for UPS ground packages shipped within the 50 states.  International, US Territories, & US Military Addresses Currently, UrbanDecay.com does not ship internationally or to the US territories including Guam, Puerto Rico, American Samoa, US Virgin Islands. Please see our Store Locations for a store in your country. UrbanDecay.com does ship to APO/AP Military Addresses.
Tracking Your Order When you place an order with UrbanDecay.com, we will send you an immediate e-mail confirmation containing your Order Number. You can use this Order Number when you call our Online Orders Department if you have any questions about your order. Orders cannot be tracked until they have been shipped. Once you order has shipped, you can get your tracking number by emailing your request and order number to OnlineOrders@UrbanDecay.com. If you want to ship products to two different addresses, you need to place two separate orders. We can only ship to one address per order. |
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Online Purchase Return Policy UrbanDecay.com offers a "Satisfaction Guarantee" policy on all purchases. You have up to 45 days (from the shipment date) to return any merchandise with which you are not satisfied. Note: We do not refund shipping unless the return is a result of our error. Retailer Return Policy Sorry, we cannot accept returns for items purchased from a retail partner. We only accept returns for items purchased through UrbanDecay.com. You must return the merchandise back to the original place of purchase. If www.UrbanDecay.com shipped you the wrong item or the item was damaged in shipment, we will gladly refund all shipping charges. Remember to include a copy of your email confirmation. To return merchandise to UrbanDecay.com follow these easy steps:
If you have any questions or concerns about your return or exchange, please give us a call toll-free at (800) 784-URBAN (8722). Monday through Friday, 10:00am – 7:00pm Eastern Standard Time or send an e-mail to Info@UrbanDecay.com, which will be answered within 24 hours, excluding weekends and holidays. Insuring Your Return Package www.UrbanDecay.com recommends that you track your return package to confirm that we have received it. The US Postal Service offers a delivery confirmation service for a small additional fee. For larger returns or ease of mind, you may want to consider insuring your package. Just take your package to a US Post Office service window and a representative can add these options for you. If you choose to select another carrier to ship your return, we suggest you use a carrier such as UPS or FedEx that provides tracking information that requires a signature. Can I return an online purchase to a store? No. All online purchases must be returned via our online orders department. Can I get a cash refund, or make an exchange? If you mail back your return, UrbanDecay.com will pay a full product refund direct to your credit card, for the price of any item that you return. Credit for any returned items cannot be issued as cash. Please DO NOT send cash or checks with your return!!! Original shipping and delivery charges are non-refundable unless the return is a result of our error. What if the color on your color swatch is not what I expected or wanted? You can return any item if you are not completely satisfied. Although we have tried to accurately display and represent the colors of products, the actual colors you see will depend on your monitor, and may not be completely accurate upon receiving the product(s). |
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| How can I find a store near me that sells Urban Decay?
See our Store Locations for a store near you. Does UrbanDecay.com provide samples? We do not offer free samples unless specified on our website for a limited time. Does Urban Decay practice animal testing? None of Urban Decay's products have been tested on animals. We love our pets and all our furry (and non-furry) friends! We do not buy ingredients from vendors who test on animals, nor do our vendors buy from manufacturers who test on animals. We believe in good karma! That's why all our products bring good karma to us and to you. Although we eat our fair share of tofu in the office, we are not a vegan company. But you can be sure that no animals were killed or harmed in the process of making our products. What if I am interested in employment with Urban Decay? Mail a copy of your resume, along with a cover letter to: Urban Decay Cosmetics, LLC Human Resources Manager 833 W. 16th St. Newport Beach, CA 92663 Sales Tax We are required by law to collect sales tax on orders being shipped to California and Florida (where our Corporate Office and Warehouse are located.) If your order is being shipped to any other destination in the U.S., sales tax will not be charged. Sales tax charges are based upon the state where your order is being shipped. All applicable state and local sales taxes will be calculated during the checkout process.  |
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Redeeming an Urban Decay e-GiftCard
Buying an Urban Decay eGift Certificate:
Terms & Conditions
Frequently Asked Questions Can I add to the balance remaining on my e-GiftCard Sorry, not at this time. When is my e-GiftCard activated? Your e-GiftCard becomes usable when you decide to log on and activate it. Activation is simple… you just log on and enter the temporary number that you received by e-mail. Once we validate the information against our records for accuracy, it’s active. You will receive an email with the gift certificate number to use. How can I order a large quantity of e-GiftCards for a business? Please call us directly at (800) 784-URBAN (8722). What happens if I accidentally delete the e-mail that contained an e-GiftCard? Give us a call at (800) 784-URBAN (8722) or email us at Info@UrbanDecay.com, and we’ll resend the e-mail to you. How can I be sure that the e-GiftCards I ordered was received? To be certain an e-GiftCard has been received, please check with the recipient. Most e-GiftCard will be emailed successfully within 4 hours of your order or on the selected date. However, as with all e-mail, any number of factors could prevent a card from being delivered to a recipient's in-box. A full in-box, an invalid e-mail address or a spam filter can prevent an e-GiftCard from reaching its intended recipient. How can I check the balance on my e-GiftCard? You can check your balance online any time at UrbanDecay.com. Just look for the Check Balance button on our e-GiftCard page. Enter your certificate number and your remaining balance will be displayed. Do e-GiftCards ever expire? No. As long as there is value remaining on the Gift Card, it will not expire. Unlike some other companies, we do not charge a service fee for holding on to your e-GiftCard beyond a specified time. How do I return merchandise purchased with an e-GiftCard? The same way you return all other products. If an item that was purchased with an e-GiftCard needs to be returned, we will credit your e-GiftCard account. We are not able to refund the original form of payment. Can I replace a lost or stolen e-GiftCard? Sorry, we are not responsible for lost or stolen e-GiftCards. These cards are non-refundable and should be treated just like cash. Can more than one method of payment be applied toward a purchase? If you do not have enough credit left on your e-GiftCard than you will be prompted during checkout to pay for the remaining balance with a credit card. |
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Which credit cards do you accept?
Your credit card information is encrypted through Secure Socket Layer (SSL) technology. This technology ensures that the information remains private and secure. To check the security of your connection, check the indicator in your browser window after accessing the server. If you see an unbroken key or a closed lock, then SSL is active. A second method to check for security is to look at the URL line of the browser. When accessing a secure server, the first characters of the site address will change from 'http://" to "https://". Some versions of browsers and some firewalls do not permit communication through secure servers. In that case, you'll be unable to connect to the server so you will not have to worry about mistakenly placing an order through an unsecured connection. If you have any questions about placing your order, call us at (800) 784-URBAN (8722) Monday through Friday, 10:00am – 7:00pm Eastern Time or send an e-mail to OnlineOrders@UrbanDecay.com. *Check and money will need to be mailed in. All checks are subject to approval by Telecheck. If your check is not accepted, we will give you information on how you can reach Telecheck and you will be asked for another payment option. PayPal on UrbanDecay.com What is PayPal Checkout? How Do I Use PayPal Checkout? Where is PayPal Checkout Located? What if I Don’t Have an Account with PayPal? Do I Need an Account with Urban Decay?
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| When taking advantage of a promotional offer, please be sure to read the promotion rules and restrictions associated with that promotion. Remember that in order to qualify for a promotion, you must place your order within the specified promotion period. Promotions cannot be extended beyond the specified promotion period. You can verify that the promotion was successfully applied to your order on your Order Confirmation page.
If you have any questions, please contact Online Orders Customer Service at (800) 784-URBAN (8722) and leave a message. An Online Orders Specialist will return all calls twice daily. Free Shipping Promotion Free Shipping Promotions are valid for UPS Ground and is not applicable if you wish to use the expedited shipping options. Only standard shipping options are applicable with this promotion. Check to see that the promotion was successfully applied on your Order Confirmation page. Remember you can enter only one promotion with each order. We can only ship within the continental U.S. Gift With Purchase Promotion If you have received a Gift With Purchase Promotion, you can receive a free gift when you place an order above the minimum purchase required at UrbanDecay.com, while supplies last. When taking advantage of this offer, include the code (if there is one) in the Coupon Code box during check out. Check to see that the promotion was successfully applied on your Order Confirmation page. Remember you can enter only one promotion with each order. Percentage Discount To use your percentage discount, enter your code in the Coupon Code box during checkout. Remember that your promotion credit will be subtracted from the "Merchandise" portion of your order, and sales tax will be included on the total amount after the promotion credit has been calculated. The shipping charge is included on the total amount after the promotion credit has been subtracted. Fixed Dollar Discount To use your dollar off discount, enter your code in the Coupon Code box during checkout. Remember that your promotion credit will be subtracted from the "Merchandise" portion of your order, and sales tax will be included on the total amount after the promotion credit has been calculated. The shipping charge is included on the total amount after the promotion credit has been subtracted. |
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Policy on unauthorized re-sales of Urban Decay Cosmetics products on E-bay and elsewhere There are a few businesses and individuals out there who are engaging in unauthorized re-sales of our products. These individuals and businesses can cause several problems. By selling our products without authorization, they can literally put lives at risk, and they harm the Urban Decay Cosmetics brand and reputation as a first quality cosmetics line. Like most major companies, Urban Decay Cosmetics controls product quality and safety by only permitting re-sales by authorized distributors and resellers, subject to comprehensive written agreements imposing quality control, manner of sale and various other requirements. Urban Decay Cosmetics product warranties only apply when the purchaser has purchased Urban Decay products from an authorized seller. Because of the negative repercussions that unauthorized re-sales can have, Urban Decay Cosmetics has decided to intervene where appropriate. We regret the inconvenience to legitimate sellers and buyers of Urban Decay Cosmetics products. Urban Decay Cosmetics regularly contacts those who are engaging in unauthorized sales of its products and for those that do not respond, further action is and will continue to be taken, such as submitting complaints to e-bay or even legal action against the unauthorized sellers. We hope you will understand and apologize for any inconvenience. Can I re-sell an item I purchased?You cannot re-sell Urban Decay products bought by you because they were not sold to you for resale. They were sold to you as an end user customer. Our products can only be sold by authorized sellers, such as our distributors and retail store customers, who enter into agreements with us regarding quality control, use of our trademarks and various other concerns. Unauthorized sales infringe upon our trademarks and trade dress. We have the responsibility and the right to protect our intellectual property rights and we monitor sales on eBay and other retail venues to ensure that our intellectual property rights are not infringed. We have spent considerable time, money, and effort developing our products, reputation and goodwill through the marketing of our products. Sellers of unauthorized items who attempt to make money using the Urban Decay Cosmetics name, marks and product designs or the appearance of Urban Decay Cosmetics product designs, are attempting to transact business based on our acquired distinctiveness, goodwill and reputation. Can I list the item if I don't use the Urban Decay Cosmetics name? No. Urban Decay products have the brands and logos on the actual product packaging. Even if the item does not say Urban Decay Cosmetics or another name owned by Urban Decay Cosmetics, the distinctive look (trade dress) and design of the Urban Decay Cosmetics products may not be copied. Why are others allowed to sell these items? No one is allowed to sell copyrighted, trademarked or trade dress infringing items without a license from the manufacturer. While we make efforts to police the marketplace, some infringing items may be missed. You are not being singled out. All manufacturers and sellers of infringing items that Urban Decay Cosmetics is aware of or becomes aware of are put on notice of Urban Decay Cosmetics' intellectual property rights and pursued if they do not stop infringing. What will happen if I re-list the item? Firstly, you will be suspended from eBay. Secondly, if you do not obey the law and you re-list items, you may be seen as willfully breaking the law and you will subject yourself to civil and possibly criminal liability for your continued infringement and the consequences of your continued infringement. Urban Decay Cosmetics proactively protects its intellectual property rights. I purchased the item legitimately, why can't I re-sell it? As mentioned above, adulterated, unsafe, infringing products may at times be offered for sale by unauthorized sellers. The problem can compound itself with successive re-sales, and the purchasers may believe that the products are authentic and first quality, and that they carry Urban Decay Cosmetics product warranties when that is not the case. Urban Decay Cosmetics cannot warrant its products if it does not have any control about how and by whom they are sold and innocent purchasers may unknowingly buy adulterated, unsafe or infringing products. What if I didn't know I couldn't list the item? Ignorance of the law is not a defense or excuse to copyright and trademark or trade dress infringement. In any event, you know now. Continued unauthorized sales by you may result in legal action being brought against you to protect Urban Decay Cosmetics' rights. How do I become a licensee of Urban Decay Cosmetics? Please go to our Wholesalers section by clicking here and submit the form. Urban Decay Cosmetics will consider your request and qualifications, and will let you know whether it agrees to grant authorization to you for re-sale of Urban Decay Cosmetics products. |
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| Please mail all requests for donations and sponsorships to the following address:
Urban Decay Cosmetics 833 W. 16th St. Newport Beach, CA 92663 Attn: Marley or email us at: Donations@UrbanDecay.com *Note we will not accept requests by phone. |
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Policy Regarding Unsolicited Product Ideas and Suggestions Urban Decay Cosmetics is a creative company and new ideas are important to our business. We have our own creative staff of artists and other highly talented people. As a result, we very seldom need to go outside our company to purchase new ideas or designs. The products we bring to market are the result of this creativity. Sometimes we receive unsolicited product ideas and suggestions from individuals outside our company. In most cases, the unsolicited ideas and suggestions are not new and touch upon the same matters that have been explored by our own creative staff. We must therefore take certain precautions in receiving disclosures or submissions from others. We have a uniform policy not to receive any disclosures or submissions in confidence. No submission will be reviewed by the company on a confidential basis, or under any obligation that the design, writing or idea shall be kept secret, or on condition that the company shall agree to any terms of compensation before disclosure or submission of the design, writing or idea. If you agree that your disclosure of the materials is entirely voluntary on your part and that it will not create any obligation or confidential relationship of any type or kind, nor any guarantee of secrecy or requirement to compensate you in any manner, we shall be glad to consider it. In such event, your submission will be reviewed on the basis that you will rely exclusively on your rights, if any, under the intellectual property laws (copyright, trademark and patent statutes). In the case of a patentable idea, it is suggested that you protect yourself by filing a patent application. The company shall not be obligated to give reasons for its decisions to use or not use any idea or suggestion or to reveal its past or present activities related to the idea or any submitted materials or to the same or similar ideas or materials submitted by others. If you submit a product idea or suggestion to us via our website, your submission constitutes your agreement regarding the foregoing terms regarding no confidentiality or compensation. If you submit to us product samples and/or a description by other means, we will do our best to return these items, but we do not accept responsibility for items that are lost, misplaced or stolen, and a condition of making an unsolicited submission is that you understand that we may not return your materials. |
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