FAQs
Answer to common questions
When you place your order you will receive a shipping confirmation email. You can find your tracking number in that email or through your
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!
Click here to learn more about our Authorized Retailers.
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 handy and let us know the items you're missing.
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 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 60-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 60 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! Please note this guarantee only applies to products purchased on UrbanDecay.com.
RETURNING URBANDECAY.COM PURCHASES BY MAIL (UNDER 60 DAYS)
If you purchase something through UrbanDecay.com and aren't completely satisfied, you have up to 60 days (from the shipment date) to return it. All returns are credited in the original form of payment.
RETURNING URBANDECAY.COM PURCHASES BY MAIL (OVER 60 DAYS)
Returns received more than 60 days after the shipment date will not be processed.
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.
Yes, split payments are allowed. The e-gift card amount will apply first, and if there’s a remaining balance, you can pay it with a credit card.
No, you can only receive a refund on an e-gift card if an e-gift card is what you used as your original form of payment.
Our e-gift cards never depreciate. If a card with a balance has had no activity for 5 years, it will be deactivated. A deactivated card cannot be reactivated, but we can send an email with a new active card number and pin number.
There is no minimum balance required on Urban Decay e-gift cards.
Simply click here, and you’ll be able to check your balance. Please note: E-gift card balances are not updated until an order made with the card has shipped.
Yes! Once your purchase is returned, a new e-gift card will be triggered and emailed to you with a new gift card number and pin number.
If an e-gift card email is lost or deleted, we have the ability to resend it to the intended recipient. We would just need to first verify the recipient’s account information, such as name, email address and home mailing address.
E-Gift Cards purchased on urbandecay.com can only be used to purchase products on urbandecay.com. They cannot be used at any other website or store.
