FAQs

Where can I buy Urban Decay?

Urban Decay is available at Urban Decay stores and urbandecay.com, as well as through our retail partners. Use our store locator to find the location nearest to you!

When is your next promotion?

The best way to hear about the next promotion, special event, or new product rolling out on Urban Decay is to sign up for UD's email newsletter.

What if the product I want is out of stock?

Out of stock items are not available for ordering at this time unless indicated as a presale item, which you can order in advance. Unfortunately, we do not know when more items will become available if they're backordered. We're sorry for any inconvenience this may cause.

Need more help? We're here for you at 1-800-784-8722, Monday–Friday, 7:00 AM–5:00 PM Pacific Time, excluding holidays.

Why is my order still processing?

Your order may still show as processing or there may have been a discrepancy in our inventory that has caused a delay in shipment. Keep in mind that sometimes, in rare cases; it can take up to two days for an order to process.

We're sorry for any inconvenience this may have caused.

If you have any further questions or concerns, we're here for you at 1-800-784-8722, Monday–Friday, 7:00 AM–5:00 PM Pacific Time, excluding holidays.

Remember to have your order number handy and let us know the items you're missing.

How can I track my order?

When you place your order you will receive a shipping confirmation email. You can find your tracking number in that email or through your order history!

If you have any further questions or concerns, we're here for you at 1-800-784-8722, Monday–Friday, 7:00 AM–5:00 PM Pacific Time, excluding holidays.

My order is missing an item.

We may not have had all of the items in stock when we shipped your package. Your shipping confirmation email should indicate which products might still be outstanding and pending shipment.

If something was not shipped, you will not be charged for it. If you have any further questions or concerns, we're here for you at 1-800-784-8722, Monday–Friday, 7:00 AM–5:00 PM Pacific Time, excluding holidays.

Please have your order number handy and let us know the items you're missing.

How do I make a return?

We offer a 45-day “Love-It-or-Leave-It” Guarantee. This means that if you don't love our products, for any reason, we'll take them back within 45 days of your order date and refund your full purchase price. So go ahead, take a chance on something new; we've got you covered!

RETURNING URBANDECAY.COM PURCHASES BY MAIL (UNDER 45 DAYS)
If you purchase something through urbandecay.com and aren't completely satisfied, you have up to 45 days (from the shipment date) to return it. Purchases of Sale items are final and are not eligible for return or exchange. All returns are credited in the original form of payment.

We're sorry, but items purchased in an Urban Decay store can't be returned through urbandecay.com.

RETURNING URBANDECAY.COM PURCHASES BY MAIL (OVER 45 DAYS)
Item(s) received within 46 to 90 days of the shipment date will receive a refund in the form of an Urban Decay E-Gift Card, which can be used anytime www.urbandecay.com.

Items received more than 90 days after the shipment date may not be returned.

EXCHANGING URBANDECAY.COM PURCHASES IN AN URBAN DECAY STORE
Items purchased through urbandecay.com may be exchanged in an Urban Decay store within 45 days of the shipment date. Proof of purchase is required.

GIFT RETURNS
Please provide as much information about the original order as possible (such as order number, customer name, or email address). Your refund will be in the form of an Urban Decay E-Gift Card, which can be used anytime at www.urbandecay.com. Gift returns only apply to purchases made through www.urbandecay.com. All other purchases must be returned to the retailer from which the product was purchased in accordance to their return policies.

Without identifying order information, we will issue an Urban Decay E-Gift Card for the item's lowest selling price. This E-Gift Card can be used anytime at www.urbandecay.com.

GIFT WITH PURCHASE RETURNS
If you received a free product or free gift with your purchase, it must be included with your return in order to be refunded in the original form of payment. An Urban Decay E-Gift Card will be issued on a return not accompanied by the free product or free gift. This E-Gift Card can be used anytime at www.urbandecay.com.

RETURNING DEFECTIVE/WRONG ITEMS
Please send the defective or incorrect item(s) back to us, using the free returns process. Once we receive the returned item(s), we will gladly send you a replacement. Use the return form included in your original packaging or contact Customer Service. If you have any further questions or concerns, we're here for you at 1-800-784-8722, Monday–Friday, 7:00 AM–5:00 PM Pacific Time, excluding holidays. Click here for more information.

Where can I find out how to apply Urban Decay products?

We're glad you asked! Be sure to check out the Steal Our Looks section found under The Back Door.

Can you send samples of your products?

I'm sorry, but at this time we do not send out samples without a purchase. At times, we offer samples as an online gift with purchase or when we launch a new line of featured products. To be included in these future offers, be sure to sign up for our email list by clicking here.

Can I get samples for my blog?

Please provide a direct link to your blog, website or channel, as well as any details you can provide about your site (number of subscribers, page views per month, etc.). Due to a high volume of requests received, please allow up to 4 weeks for a reply. Click here to submit your request.

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