FAQ

1. How Can I Contact The Urban Elora?

You can contact us by email at support@theurbanelora.com. Our customer support team usually responds within 1–2 business days, Monday through Friday.

2. How Long Does Order Processing Take?

Orders are usually processed within 1–3 business days after payment is confirmed. Orders are processed Monday through Friday, excluding weekends and holidays.

3. How Long Does Shipping Take?

Standard Shipping: Usually delivered within 8–18 business days, including processing time and shipping time.

Express Shipping: Usually delivered within 6–13 business days, including processing time and shipping time.

Delivery times may vary depending on the destination, carrier, weather, holidays, or local delivery conditions.

4. How Much Does Shipping Cost?

Standard Shipping: $8.00 for orders from $0.00 to $69.99.

Free Standard Shipping: Free for orders of $70.00 and above.

Express Shipping: $15.00.

5. How Can I Track My Order?

Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to check the latest delivery status through the carrier’s website.

Tracking information may take 24–72 hours to update after the package has been shipped.

6. Can I Change or Cancel My Order?

If you need to change or cancel your order, please contact us as soon as possible at support@theurbanelora.com. Once an order has been processed or shipped, we may not be able to make changes or cancel it.

7. What Is Your Return Policy?

We accept returns within 30 days after delivery. Items must be unused, unworn, unwashed, and in their original condition with tags and packaging. Please contact us before returning any item.

8. Who Pays for Return Shipping?

Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect. Original shipping charges are non-refundable unless the return is due to our error.

We do not charge a restocking fee for approved returns.

9. When Will I Receive My Refund?

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days.

If more than 15 business days have passed since your refund was approved, please contact us at support@theurbanelora.com.

10. What Should I Do If I Received a Damaged or Wrong Item?

Please contact us within 7 days of delivery at support@theurbanelora.com. Include your order number and clear photos of the item and packaging so we can help resolve the issue.

11. Do You Offer Exchanges?

At this time, we recommend placing a new order for the item you want and returning the original item according to our return policy.

12. How Do I Choose the Right Size?

Please check the size chart on each product page before placing your order. If you are between sizes, we recommend choosing the larger size for a more comfortable fit.

13. Are Your Products New?

Yes, all products sold on The Urban Elora are new unless clearly stated otherwise on the product page.

14. Do You Ship Internationally?

The Urban Elora currently ships to addresses within the United States. We do not currently ship internationally.

15. What Payment Methods Do You Accept?

We accept the payment methods shown at checkout. All payments are processed securely through Shopify’s checkout system.