FAQs
Answers 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.
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.
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.
Orders submitted on our website process and ship very quickly. Regrettably, we cannot modify orders. There is a very short window for order cancellations immediately following order placement. This can be done in your account’s order history section, or by contacting us immediately after placing your order. For orders that are past the cancellation window, you can find additional details on how to return by visiting our shipping and returns page.
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, email us.
PRODUCT RETURNS
If you are not completely satisfied with your order, we accept returns of any UrbanDecay.com purchase within 30 days of the transaction. Simply click here to initiate a return and generate a pre-paid label. Please pack the item(s) to be returned in the original packaging if possible and include the sales receipt and/or invoice with any return. Generating a prepaid label incurs a $5 fee, which will be deducted from your return total.
Upon receipt of the package, the return process can take 1–2 business days to complete and 3–5 business days to post onto your account. The credit will be issued to the original payment method and you will be notified by email. Products sold via UrbanDecay.com may not be returned to other store locations. Urban Decay products purchased at any other retailer locations may not be returned to the Urban Decay website.
Please note that final sale items, promotional gift items, and e-gift cards are not eligible for return. If you would like to return your package with your own preferred mail carrier, you will still need to initiate a return online before sending. You will receive a copy of your invoice to enclose in the return package and be prompted to provide a reason for your return. To ensure a quick and secure delivery, we recommend sending your return with insurance protection and keeping a copy of your return tracking number.
L’Oreal Returns
4004 W Cheyenne Ave
Suite 100
North Las Vegas, NV 89032, USA
Only items purchased at urbandecay.com may be accepted for return. If you have a concern with an item purchased in a store, Contact Us please.
There is no minimum balance required on Urban Decay e-gift cards.
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.
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.
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.
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.
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.
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.
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 contact our customer service team.
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.
