FAQ

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.

Why is my credit card not going through?

There are a number of reasons your credit card may have not been authorized when attempting to make a purchase on our website, including:



  • You’re trying to use an international credit card that we don’t accept. At this time, we are only able to accept credit cards issued in the following countries: China, Brazil, Canada, Germany, U.K. or U.S.
  • You’re trying to ship to an address outside of the U.S. without using MyUS.com.
  • You entered an address that is NOT associated with the billing address of the credit card you’re trying to use. It’s possible you may have misspelled your billing address or put your billing address on the incorrect line. Please check your information to make sure it is accurate.
  • You entered your credit card information (credit card number, expiration date and/or CVV number) incorrectly. Please double check the information entered to make sure it is accurate.
  • 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.

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

    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!)

    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, and social channels. Click here to submit your request.

    Is there a limit to the number of orders I can place?

    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.

    Can I change or cancel a submitted order?

    Orders submitted through our website process and ship very quickly. Unfortunately, we can’t cancel or modify any orders. We’re so sorry for any inconvenience this may cause.

    After your order processes, you should expect it to be delivered by UPS in approximately 3–5 business days—unless you selected an expedited method of shipping.

    If you’d like to return your items, you can receive a full refund to your original form of payment by following our Free Return Process and returning the order to us within 45 days from the shipment date.

    Urban Decay Returns
    8655 Commerce Drive, Suite 104
    Southaven, Mississippi 38671


    Once we receive your returned package, please allow 1–2 business days for return processing and 3–5 business days for the refund to post to your account. The credit will be issued to the original payment method, and you will be notified by email. Please note that engraved items cannot be returned and are not eligible for a refund. If a pre-paid return label is not available or if you have additional questions or concerns, please call us toll-free at 1-800-784-8722, Monday–Friday, 7:00AM–5:00PM PT, excluding holidays. An Urban Decay representative will be happy to assist you.

    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. 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)

    Items received more than 45 days after the shipment date may not be returned, except for UD Beauty Junkies members who have up to 90 days to return items under the policy.

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

    GIFT WITH PURCHASE RETURNS
    If you received a FREE product or FREE gift with your purchase, you must include it with your return shipment in order to be refunded in the original form of payment. But please hold on to any free samples you received in your order—those are yours to keep and enjoy!

    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.

    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.

    How do I know if my new UD product is legit?

    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.

    How do I manage my UD Reloaded auto-replenishment service?

    Have a different question? Ask here:

    (Hint: the best answers come from shorter, single-sentence questions.)

    Answer:
    please ask a question to see an answer...
    Your search history
    Due to a technical issue, we are currently unable to connect you with our virtual Urban Decay Customer Representative. Please try again in a few minutes. Thank you!
    Got questions? We've got answers! 1.800.784.8722, Mon - Fri: 7am - 5pm, PST (Excluding holidays).