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| For questions and information about how to place an order with Urban Decay.com, check your order, cancel your order, or information about Urban Decay's store locations contact UrbanDecay.com's Customer Service Representatives: Customer Service Center By E-mail: Returns and Exchanges Urban Decay.com Return Center For general questions and information about the Urban Decay contact Urban Decay's Corporate Office at: Corporate Headquarters By Mail: For questions and information about international sales opportunities you can contact the following people: International Contacts Or UK Agent Japan Agent Careers Questions? Comments?
Send Us an E-mail
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How do I order online?
How do I know if ordering online is secure? What are you going to do with my name and order information?
How do I track my order?
Can I split/ship my order to more than one address? If you want to ship products to two different addresses, you need to place two separate orders. At this time we can only ship to one address per order. Can I change or cancel my order?
Can I have my order sent to a different location other than my billing address?
Can I order over the phone? No. At this time we can only take orders via the website. What happens if some of the items I ordered are unavailable?
What products are discontinued or out of stock?
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| Shipping Information and Rates SPECIAL HOLIDAY SHIPPING OFFER: Get FREE GROUND SHIPPING on all merchandise orders $75 and over (excluding taxes). For orders totaling less than $75, the rates are:
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| | *Delivery time includes 1-2 days order processing time. Note: UPS does not guarantee delivery time on ground shipments, therefore neither does Urban Decay. There is no charge for shipping of eGift Certificates, regardless of their face value. However, if an eGift Certificate and a product are ordered together and the merchandise total of the order is less than $100, the shipping fee above will be applicable for the merchandise portion of the order. Please allow 1-2 business days from the time your order is received for the order to be processed and shipped. Returns For all purchases made on UrbanDecay.com, we offer a 100% Guarantee if you are not completely satisfied with your product(s) you can return them within 30 days for an exchange or a refund on the product itself. (We cannot refund the shipping unless the return is a result of our error). Please note that we do not accept returns of Urban Decay merchandise which was purchased in a retail store or another website. We can only accept returns for items purchased through the online UrbanDecay.com store. For complete information on RETURNS AND EXCHANGES, click here. Back Orders/Out of Stock If some of the items in your order are temporarily Out of Stock, we will ship the available items only and notify you of any products that cannot be fulfilled. Currently, we do not offer "Back Orders" for products that are not available at the time your order is placed. If you have any questions, please call UrbanDecay.com's Customer Service Representatives at (800) 784-URBAN or (800) 784-8722 and leave a message. An Online Orders Specialist will return all calls twice daily. Order Processing & Delivery If you place an order prior to 6pm PST Monday through Thursday, and we have all your items in stock, it will be shipped the next business day from our warehouse by 6pm PST for UPS delivery. Orders placed after 12pm (Pacific) Fridays, Saturday and Sunday will be shipped on Monday and/or Tuesday. We will notify you if an item is out of stock. We cannot ship UPS for Saturday delivery. Expedited (Rush) Shipping: If you place an order at 3pm PST on Wednesday and select UPS Next Day, it will be shipped on Thursday, and should arrive Friday. Please note that on U.S. Holidays, regular order processing may be slightly delayed. Also some U.S. carriers may not ship or deliver on certain holidays. International, US Territories, & US Military Addresses Currently, UrbanDecay.com does not ship internationally or to the US territories including Guam, Puerto Rico, American Samoa, US Virgin Islands. Please see our Store Locations for a store in your country. UrbanDecay.com does ship to APO/AP Military Addresses.
Tracking Your Order When you place an order with UrbanDecay.com, we will send you an immediate e-mail confirmation containing your Order Number. You can use this Order Number when you call our Online Orders Department if you have any questions about your order. Orders cannot be tracked until they have been shipped. Once you order has shipped, you can get your tracking number by emailing your request and order number to OnlineOrders@UrbanDecay.com. If you want to ship products to two different addresses, you need to place two separate orders. We can only ship to one address per order. | |||||||||||||||||||
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| If you are not completely satisfied with the products you buy from UrbanDecay.com, email or call within 30 days of purchase to arrange a replacement or refund. We want you to be happy with your purchase from UrbanDecay.com. If there's a problem, we'll do our best to take care of it. How can I return an item(s)? It's easy to return products from UrbanDecay.com. We treat each case with extreme care and make the process as simple as possible. Just mail it back to UrbanDecay.com's Online Orders Returns Department within 30 days of purchase. Make sure you include a copy of the original invoice which was in the box with your original order plus your RMA#. We cannot accept a return without an RMA# so be sure to call for your RMA# before shipping your return. Please call (954) 986-7522 for your RMA#. How do I mail my return?
When we receive your merchandise, we'll refund the full purchase price to the credit card used to order the merchandise. If you request a refund, please allow 5 to 7 business days from when we receive your return for a credit to appear on your credit card. We cannot refund the shipping unless the return is as the result of our error. We'll issue a full refund to your credit card for the price of any item that you return. The credit for your returned items cannot be returned as cash, however we can exchange it for another item(s). We can only refund shipping costs if the return is a result of our error. If you have any questions about your return, call Online Orders at APPLICATION.phoneCS. Can I return an online purchase to a store? No. All online purchases must be returned via our online orders department. Can I get a cash refund, or make an exchange? If you mail back your return, UrbanDecay.com will pay a full product refund direct to your credit card, for the price of any item that you return. Credit for any returned items cannot be issued as cash. Please DO NOT send cash or checks with your return!!! Original shipping and delivery charges are non-refundable unless the return is a result of our error. What if the color on your color swatch is not what I expected or wanted? You can return any item if you are not completely satisfied. Although we have tried to accurately display and represent the colors of products, the actual colors you see will depend on your monitor, and may not be completely accurate upon receiving the product(s).  | ||||||||||||||||||||
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| How can I find a store near me that sells Urban Decay? See our Store Locations for a store near you. Does UrbanDecay.com provide samples? We do not offer free samples unless specified on our website for a limited time. Does Urban Decay practice animal testing? None of Urban Decay's products have been tested on animals. We love our pets and all our furry (and non-furry) friends! We do not buy ingredients from vendors who test on animals, nor do our vendors buy from manufacturers who test on animals. We believe in good karma! That's why all our products bring good karma to us and to you. Although we eat our fair share of tofu in the office, we are not a vegan company. But you can be sure that no animals were killed or harmed in the process of making our products. What if I am interested in employment with Urban Decay? Mail a copy of your resume, along with a cover letter to: Urban Decay Cosmetics, LLC Human Resources Manager 729 Farad Street Costa Mesa, CA 92627 Sales Tax Sales tax is charged only on orders shipped to California residents. We do not charge sales tax in states other than California. Sales tax is automatically applied to your order on merchandise charges and eGift Certificates: No sales tax is charged when buying eGift certificates. The appropriate sales tax will be charged on the purchase only when the eGift certificate is used. | ||||||||||||||||||||
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| Using an eGift Certificate If you have an online eGift Certificate, be sure to read the exclusions and instructions included when it is emailed to you. Can I buy a gift certificate online?
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| Which credit cards do you accept? We currently accept Visa, Mastercard, Discover, and American Express. We cannot currently accept Visa Buxx, or debit cards. | ||||||||||||||||||||
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| When taking advantage of a promotional offer, please be sure to read the promotion rules and restrictions associated with that promotion. Remember that in order to qualify for a promotion, you must place your order within the specified promotion period. Promotions cannot be extended beyond the specified promotion period. You can verify that the promotion was successfully applied to your order on your Order Confirmation page. If you have any questions, please contact Online Orders Customer Service at (800) 784-URBAN or (800) 784-8722 and leave a message. An Online Orders Specialist will return all calls twice daily. Free Shipping Promotion Free Shipping Promotions are valid for UPS Ground and is not applicable if you wish to use the expedited shipping options. Only standard shipping options are applicable with this promotion. Check to see that the promotion was successfully applied on your Order Confirmation page. Remember you can enter only one promotion with each order. We can only ship within the continental U.S. Gift With Purchase Promotion If you have received a Gift With Purchase Promotion, you can receive a free gift when you place an order above the minimum purchase required at UrbanDecay.com, while supplies last. When taking advantage of this offer, include the code (if there is one) in the Coupon Code box during check out. Check to see that the promotion was successfully applied on your Order Confirmation page. Remember you can enter only one promotion with each order. Percentage Discount To use your percentage discount, enter your code in the Coupon Code box during checkout. Remember that your promotion credit will be subtracted from the "Merchandise" portion of your order, and sales tax will be included on the total amount after the promotion credit has been calculated. The shipping charge is included on the total amount after the promotion credit has been subtracted. Fixed Dollar Discount To use your dollar off discount, enter your code in the Coupon Code box during checkout. Remember that your promotion credit will be subtracted from the "Merchandise" portion of your order, and sales tax will be included on the total amount after the promotion credit has been calculated. The shipping charge is included on the total amount after the promotion credit has been subtracted. | ||||||||||||||||||||
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Policy on unauthorized re-sales of Urban Decay Cosmetics products on E-bay and elsewhere There are a few businesses and individuals out there who are engaging in unauthorized re-sales of our products. These individuals and businesses can cause several problems. By selling our products without authorization, they can literally put lives at risk, and they harm the Urban Decay Cosmetics brand and reputation as a first quality cosmetics line. Like most major companies, Urban Decay Cosmetics controls product quality and safety by only permitting re-sales by authorized distributors and resellers, subject to comprehensive written agreements imposing quality control, manner of sale and various other requirements. Urban Decay Cosmetics product warranties only apply when the purchaser has purchased Urban Decay products from an authorized seller. Because of the negative repercussions that unauthorized re-sales can have, Urban Decay Cosmetics has decided to intervene where appropriate. We regret the inconvenience to legitimate sellers and buyers of Urban Decay Cosmetics products. Urban Decay Cosmetics regularly contacts those who are engaging in unauthorized sales of its products and for those that do not respond, further action is and will continue to be taken, such as submitting complaints to e-bay or even legal action against the unauthorized sellers. We hope you will understand and apologize for any inconvenience. Can't I re-sell an item I bought?You cannot re-sell Urban Decay products bought by you because they were not sold to you for resale. They were sold to you as an end user customer. Our products can only be sold by authorized sellers, such as our distributors and retail store customers, who enter into agreements with us regarding quality control, use of our trademarks and various other concerns. Unauthorized sales infringe upon our trademarks and trade dress. We have the responsibility and the right to protect our intellectual property rights and we monitor sales on eBay and other retail venues to ensure that our intellectual property rights are not infringed. We have spent considerable time, money, and effort developing our products, reputation and goodwill through the marketing of our products. Sellers of unauthorized items who attempt to make money using the Urban Decay Cosmetics name, marks and product designs or the appearance of Urban Decay Cosmetics product designs, are attempting to transact business based on our acquired distinctiveness, goodwill and reputation. Can I list the item if I don't use the Urban Decay Cosmetics name? No. Urban Decay products have the brands and logos on the actual product packaging. Even if the item does not say Urban Decay Cosmetics or another name owned by Urban Decay Cosmetics, the distinctive look (trade dress) and design of the Urban Decay Cosmetics products may not be copied. Why are others allowed to sell these items? No one is allowed to sell copyrighted, trademarked or trade dress infringing items without a license from the manufacturer. While we make efforts to police the marketplace, some infringing items may be missed. You are not being singled out. All manufacturers and sellers of infringing items that Urban Decay Cosmetics is aware of or becomes aware of are put on notice of Urban Decay Cosmetics' intellectual property rights and pursued if they do not stop infringing. What will happen if I re-list the item? Firstly, you will be suspended from eBay. Secondly, if you do not obey the law and you re-list items, you may be seen as willfully breaking the law and you will subject yourself to civil and possibly criminal liability for your continued infringement and the consequences of your continued infringement. Urban Decay Cosmetics proactively protects its intellectual property rights. I purchased the item legitimately, why can't I re-sell it? As mentioned above, adulterated, unsafe, infringing products may at times be offered for sale by unauthorized sellers. The problem can compound itself with successive re-sales, and the purchasers may believe that the products are authentic and first quality, and that they carry Urban Decay Cosmetics product warranties when that is not the case. Urban Decay Cosmetics cannot warrant its products if it does not have any control about how and by whom they are sold and innocent purchasers may unknowingly buy adulterated, unsafe or infringing products. What if I didn't know I couldn't list the item? Ignorance of the law is not a defense or excuse to copyright and trademark or trade dress infringement. In any event, you know now. Continued unauthorized sales by you may result in legal action being brought against you to protect Urban Decay Cosmetics' rights. How do I become a licensee of Urban Decay Cosmetics? Please contact info@urbandecay.com at Urban Decay Cosmetics. Urban Decay Cosmetics will consider your request and qualifications, and will let you know whether it agrees to grant authorization to you for re-sale of Urban Decay Cosmetics products. | ||||||||||||||||||||
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