FAQs

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!

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.

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.

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.

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.

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.

We have an extensive collection of exclusive video tutorials—complete with step-by-step instructions—on our YouTube channel. (We're always posting new stuff, so check back regularly!

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.

To help ensure that we're selling our products to genuine UD beauty junkies (and not to resellers), we place a limit on the number of orders you can make within 30 days. This also gives more people a chance to purchase popular items before they’re out of stock, especially when it comes to our limited-edition launches.

For more information, call us at 1-800-784-8722, Monday–Friday, 7:00 AM–5:00 PM Pacific Time, excluding holidays.

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. 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)

Urban Decay products are sold exclusively through select retailers and on our website. To ensure that you're getting the real deal, always buy directly from the authorized brick-and-mortar retail stores listed on UrbanDecay.com/StoreLocator or from our site. If you need more information about our authorized retailers (including online retail partners), please call our customer service team at 1-800-784-8722, Monday–Friday, 7:00 AM–5:00 PM Pacific Time, excluding holidays.