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FAQs

What do you charge for shipping?

  • Urban Sassy® charges a flat rate for all orders in North America. North American orders over $150.00 before tax ship FREE.

Do you offer International shipping?

  • Yes! Urban Sassy® products can be shipped anywhere in North American, Europe, Asia and Australia. 

Does Urban Sassy® offer a catalogue?

  • No, sorry we do not offer a print or PDF catalog.

How do Urban Sassy® Gift Certificates work?

  • Gift certificates (coupon codes) are available in any denomination and are inclusive of taxes. You must email or call us to purchase as we have to do it on the back end - you aren't able to purchase one directly from the site.  Gift certificates (coupon codes) do not expire and do not have to be used all at once.
  • To pay for an order with a Urban Sassy® gift certificate (coupon code), shop our collections as you normally would. When you check out you’ll see an option to add a ‘Coupon Code’. When you fill in your code and hit ‘Add’, the amount will be deducted from your total.

 

How do I change my Urban Sassy® account details?

  • If you have signed up for an account with Urban Sassy®, you can log into your account anytime and change your account information.
  • Please note that email addresses cannot be changed online. To update email information, please email us at info@urbansassy.com and we can delete/set up a new account for you. Alternatively, you can create a new account yourself.

Is your entire collection on your website?

  • Urban Sassy® carries a large number of collections, best sellers and ‘Urban Sassy® Favorites’ that are available on our website. Occasionally, items are temporarily sold out or may have been discontinued. If there’s a particular item you’d like to inquire about, please check with us at info@urbansassy.com. We’re constantly updating our site with fabulous new pieces, so check back often!

Can I include a gift message with my Urban Sassy® order?

  • Of course! Urban Sassy® products and services make the perfect gift and we can include any message you’d like with your order. When you check out, you’ll see a spot to write your note.

What are Coupon Codes and how do I use them?

  • Coupon codes can be obtained through occasional promotional offers. If you have a coupon code you’d like to redeem, it should be entered on the checkout page. Enter the applicable code in the ‘coupon code’ box and click ‘add’. Please note that coupon codes cannot be combined with other promotions or applied to previous purchases.

How will I know if I’m receiving a complimentary item with my order?

  • Occasionally, we’ll include a complimentary item with orders that meet a minimum total order amount. Such complementary items are subject to change without notice, and are included with only those orders that meet the minimum, after discounts. 

How do I know if my order will be taxed?

  • Sales Tax is applied to Canadian orders only, with the specific tax amount varying by Province. US and International orders are not taxed.

All orders are charged in Canadian dollars.

What types of payment are accepted online?

  • Urban Sassy® accepts VISA, MasterCard, Amex and PayPal only. Sorry, we do not accept cash or cheques for boutique items.

Can I place an order over the phone?

  • We encourage you to order online for the fastest possible service, but please feel free to call in your order as well.
  • Orders can be placed Monday through Friday, 10:00 am – 7:00 pm E.S.T by calling 1 (877) 744-5565

How will my Urban Sassy® order be packaged?

  • All Urban Sassy® orders come shipped securely in poly mailers, bubble envelopes or boxes depending on items ordered. Gift boxes and/or Gift Wrapping can be purchased for an additional cost by speaking with one of our representatives by phone, email or Facebook Message.

Shipping Policy

  • Urban Sassy® offers shipping internationally.
  • Please be aware that orders shipped outside of Canada may be subject to local duty and customs fees. Such charges are not covered by Urban Sassy® and will be the sole responsibility of the account holder.
  • In certain circumstances, packages may be held at customs. This is beyond our control but we can be contacted to help launch an investigation. Please reach our Customer Service team at info@urbansassy.com.
  • The shipping times for International orders will vary by country.
  • Urban Sassy® cannot guarantee delivery dates on International orders.

How long will my Urban Sassy® order take?

  • Once you complete the checkout process, we get right to work to get your items to you as quickly as possible. Processing an order generally takes 1-10 business day(s) from time of order for all items that we have in stock. There may be a slight delay if an item is out of stock; in these cases, a friendly Urban Sassy® Customer Service Representative will notify you by email.
  • We ship orders Monday through Friday with Canada Post for Canadian shipments and USPS for US shipments – this typically takes 1-10 business days for delivery.
  • All orders include shipping, handling and insurance in the final cost.
  • If you require faster shipping, please indicate this on your order in the ‘special instructions’ section. We will contact you with shipping options and additional costs.
  • Once your order has shipped we’ll email you your tracking number.

What is Urban Sassy® return policy?

  • Shop Urban Sassy® with confidence! We pride ourselves on curating and providing items of the highest quality, and maintain these high standards by complying to strict regulations. 
  • In the case where you are unsatisfied with your purchase, we will gladly exchange or refund the item(s).
  • If the item(s) you have ordered is unsuitable, please contact us within 7 days of its receipt. Email us at info@urbansassy.com detailing the items being returned along with your original order number. We will direct you to a return authorization form and provide instructions on how to send back the items. Items must not be worn and must be sent back in their original packaging with original tags affixed. Refunds on items not deemed defective are subject to a 10% restocking fee.
  • In the case of damaged or defective items, we will accept exchanges within 30 days of purchase. Email us at info@urbansassy.com with the original order number and details of damages/defect. We will direct you to a return authorization form with instructions on how to send it back along with how your refund can be processed
  • Items that are returned without prior contact for an authorization will not be accepted.
  • All clearance and sale items are final sale. Items bought under these conditions will not be accepted for return or exchange.
  • For all returns (other than damages/defects), you will be required to arrange and pay for shipping the item(s) back to Urban Sassy®. We strongly recommend you obtain proof of posting and a tracking number in these situations, as we cannot accept responsibility for lost parcels.
  • Any refunds will be processed back onto the original method of payment within 14 business days from the date of authorization.
  • Holiday returns: Any gift purchases made in the month of December can be credited or exchanged until January 20th. This is an extended return period to accommodate the annual gift-giving season. Please follow the standard process outlined above for any holiday returns.

Can I exchange my order?

  • If you aren’t completely in love with your Urban Sassy® purchase and would like to exchange it for another, please contact us within 7 days of its receipt. Email us at info@urbansassy.com detailing the item(s) being returned along with your original order number. We will provide you direction to an authorization form to print and download and instructions on how to send back the items. Items must not be worn and must be sent back in its original packaging with original tags attached.
  • Once your original Urban Sassy® purchase has been received we will happily ship out your replacement order. Only exchanges from Urban Sassy® orders will be accepted.

Will I receive a confirmation once I place my order?

  • Once your order has been placed, you will receive two emails from Urban Sassy®. The first email will confirm your order number, while the second email will contain a tracking number once your package is on its way to you.

Where are my Urban Sassy® items shipped from?

  • All of our products are shipped directly from our head office in Toronto, Ontario, Canada. 

How can I reach someone regarding my web order?

  • Ordering from Urban Sassy® online couldn’t be easier, and we’re always here to help if you have questions about your order. Speak with a member of the Urban Sassy® team Monday thru Friday 10:00am - 7:00pm EST by calling 1 (877) 744-5565 or email info@urbansassy.com 

Can I cancel my order?

  • If you would like to cancel your order, please call Urban Sassy® at 1 (877) 744-5565 as soon as possible and speak to a customer service representative. Be sure to have your order number handy when you call.
  • We’ll be able to cancel your order if it has not shipped yet, but once an order has left our facility it cannot be cancelled.  

How can I join the Urban Sassy® mailing list and what will I receive?

  • Send us your email and we’ll send you the latest! Sign up for our mailing list right off the homepage and we’ll keep you in the loop. From time to time, we’ll send you update on the latest trends, limited edition pieces, and fabulous Urban Sassy events®. We never bombard you with emails, we just like to make sure our Urban Sassy® friends are never more than a click away!

Is the Urban Sassy® head office open to the public?

  • Our Toronto headquarters is not open to the public.

 

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