Refund policy

ITEMS AND ONLINE IMAGES URBANSTAROMA.COM disclaims any responsibility for the possibility that, due to a particular configuration of the computer used by the customer or a malfunction, the colors of the products displayed on the site may be slightly different from the original ones. The images on the URBANSTAROMA.COM website are the property of Urban Star S.A.S. Any use of these images is not authorized by a written consent of Urban Star S.A.S. will be prosecuted according to law. It is possible that the designers decide to make changes to the garments or even decide not to produce them. When that the item is not produced, or there are discrepancies between the items represented in the images on the site at the time the customer pre-orders and those which actually arrive in the store, URBANSTAROMA.COM will contact the customer to obtain express approval of the changes and proceed with the shipment or cancel the order and provide a refund. AVAILABILITY OF ITEMS URBANSTAROMA.COM is an authorized reseller of all the brands on the site and guarantees the authenticity of each item. Once the order request is received, URBANSTAROMA.COM reserves the right to reconfirm the availability of the items purchased. In the event that the ordered items are not available, or if for some reason the order cannot be processed as requested by the customer, the Orders Department of URBANSTAROMA.COM will promptly notify the customer. Urban Star S.A.S. reserves the right to refuse an order if it is unable to receive a verification from the customer's bank. It is not possible to make changes to the order once an order has been placed for available items. Orders placed separately will be shipped separately. Urban Star S.A.S. reserves the right to postpone the shipment if the order is not able to be sent for reasons beyond our control. Special promotions or balances can cause shipping delays. Urban Star S.A.S. reserves the right to refuse orders or refuse to provide services to anyone at any time. Urban Star S.A.S. has created and published the site URBANSTAROMA.COM with the purpose of offering a service reserved exclusively for its customers. The products on URBANSTAROMA.COM are intended only for the final consumer. For end consumers, Urban Star S.A.S. means a natural person who acts for purposes unrelated to his business or professional activity, or a legal person that is not limited to the resale of goods purchased on URBANSTAROMA.COM. Urban Star S.A.S. therefore invites users who are not referable to the category of final consumers to abstain, either from trying to establish business relationships with Urban Star S.A.S., or from placing purchase orders for goods for sale through third parties. In consideration of the commercial policy described above, Urban Star S.A.S. reserves the right not to process orders for goods whose use is not intended for the final consumer or orders that do not comply with the commercial policies described above. To place orders on URBANSTAROMA.COM, customers must: Be the final customer as defined in the Commercial Policy of URBANSTAROMA.COM; Possess the necessary requirements to be able to enter into legally binding contracts; Have a valid e-mail address and telephone number; Possess a valid credit card and sufficient funds for payment: Visa, MasterCard, American Express or a verified PayPal account or a bank account Urban Star S.A.S. publishes information on its website in order to provide a service to its customers, however it declines any responsibility regarding the possibility of any technical or factual inaccuracies and / or typographical errors for which an immediate correction is foreseen following a report. Urban Star S.A.S. furthermore, it reserves the right to make corrections and changes to the site whenever it deems it necessary without giving prior notice. Urban Star S.A.S. does not offer any guarantee on the compliance of the information published on its site with the laws provided by the jurisdiction of the customer's country of residence. Urban Star S.A.S. disclaims any responsibility for any problems, damages or risks that the user may encounter while using the site. Urban Star S.A.S. guarantees that its site URBANSTAROMA.COM is protected according to international standards for the Internet. If the site is used correctly, the user is protected from the risk of viruses. Urban Star S.A.S. disclaims any responsibility for any malfunctions related to the deactivation of cookies in the user's browser. Urban Star S.A.S. reserves the right to amend / revise the terms and conditions contained in this legal notice, by updating it, whenever it deems it appropriate, without any obligation to give prior notice. The user must comply with the terms contained in this legal notice, periodically checking for updates, changes and corrections. SAFETY PAYMENT Urbanstaroma.com guarantees the ability to make online purchases with quick and secure payments, via Pay Pal and credit card or instalment system (Klarna, Scalapay). Billing information Urbanstaroma.com requires the inclusion of specific billing information during the check out procedure. The system proposes the same data even for subsequent purchases, but allows you to change them at any time. Once payment is approved, you will receive the order confirmation and an invoice in your e-mail box. The prices displayed on the site pages include VAT for countries belonging to the European Community otherwise they are exempt. Web security Urbanstaroma.com guarantees you safe shopping, thanks to high security standards to protect your personal data and credit card information against unauthorized access. The transactions are protected through advanced technological and coding systems (SSL) and the use of the Comodo certificate which guarantees the highest level of protection in the field of e-commerce. PAYMENT METHODS The prices published on the site, payments, and order invoices are in Euro. URBANSTAROMA.COM invites customers to contact their bank to request detailed information on exchange rates and bank commissions relating to their transaction. The following forms of payment are accepted by URBANSTAROMA.COM: CREDIT/DEBIT CARD At the time of purchase, customers enter their credit card details in a secure electronic banking system, provided by Shopify Payments. It is possible to make purchases using Visa, Mastercard, Postepay, American Express. All transactions are processed via Stripe secure server, guaranteeing URBANSTAROMA.COM customers maximum data protection. The URBANSTAROMA.COM Customer Service operators are in no way authorized to request or accept credit card numbers and / or extremes of validity thereof. If the existing funds are sufficient for the purchase and the bank details provided are valid, the transaction will be processed instantly. The credit card used will be charged at the time of purchase even in the case of pre-order, although the shipment of these items will take place later in the season. PAYPAL By choosing the PAYPAL payment method the customer can pay directly through Paypal account. URBANSTAROMA.COM reserves the right to ship the goods only to the address indicated on the account verified by Paypal. In case the customer chooses PayPal Express Checkout, the system will read automatically the information included in the PayPal account used. Any wrong or not updated data will not be under Urbanstar SAS responsibility. URBANSTAROMA.COM can request the Bank or Paypal to verify the transaction, even by contacting the counterparty bank. This verification could cause some delay in the shipment of the order. URBANSTAROMA.COM reserves the right to request new customers to ship the goods to the billing address of the same. KLARNA By purchasing with Klarna the order is received immediately and paid in 3 installments. To learn more about how Klarna works please see the link: https://docs.klarna.com/guidelines/klarna-payments-best-practices/purchase-experience/ and the Privacy at the link: https://cdn.klarna.com/1.0/shared/content/legal/terms/0/it_it/privacy SCALAPAY Scalapay is an innovative payment method that allows customers to buy in online shops and In Store, receive products immediately and pay in monthly instalments. For more information see https://www.scalapay.com/it/come-funziona-scalapay GIFT CARD The Gift Card will be sent to the email address entered when ordering. The code can be used for one or more purchases until the credit runs out if used exclusively online. The Gift Card cannot be used partially in-store and online. If used in-store it must be used for its full value. SHIPPING AND RETURN Shipping methods Shipments are made via FedEx (TNT) or DHL courier depending on the destination country. Shipping costs and times vary depending on the destination country. At the time of shipment the choice of courier may vary. As required by the laws governing trade, all URBANSTAROMA.COM shipments to non-European countries are accompanied by an official invoice stating the value of individual items in Euro and the free-export document. Customers who require special import documents for customs facilitations (eg FTA for import in South Korea) will have to make a special request for this documentation by writing an email to shopmanager@urbanstaroma.com. For items on sale the invoice shows the discounted amounts. Shipping costs for non-EU destinations do not include customs costs which will be charged to the recipient. These costs are quantified by the individual country directly to the customer at the time of goods collection. Tracking All shipments will be traceable by a code provided at the time of shipment management via email. Cost and Delivery Time Italy (24-48h) Shipments within Italy will be handled by FedEx-TNT courier. The cost of shipping within Italy is free of charge for orders above 150 euro, below this amount the additional cost will be 9 euro. For the national territory the delivery time is between 24-48h. Any delays in delivery, once the parcel has been handed over to the courier, are not our responsibility. In addition to shipping by courier, you can select free in-store pick-up at our premises. Products may be collected from the working day following the order at the store in via Enrico Fermi 91-93, 00146 Rome (Italy).lity. Europe (48-96h) Orders destined for European countries (no Italy) can be shipped either by Express (delivery within 48h) or Standard service (48-96h). The shipping cost for the Standard service starts at 10€ and varies depending on the weight of the order and the destination. Standard shipping is free of charge from an order weight of €300 including tax. The shipping cost in case of Express service selection will vary according to the destination country and will be visible at checkout. In case of Express service selection, there is no minimum spending threshold to guarantee free shipping. In the event that the package is returned after two delivery attempts or if we do not receive a timely response to our requests for change of address or correction, UrbanStar will automatically initiate a return procedure. The costs of storage and return shipping will be borne by the customer.ss. WW Extra EU (2-10 days) Shipments to countries outside the EU are managed by DHL/FedEx courier or EMS postal shipping. Shipping costs vary depending on the destination country and are visible at checkout. The shipping costs to countries outside the European community do not include any duties or customs clearance costs which remain entirely with the recipient. In case of parcel storage after delivery attempt, if the parcel will not be collected from the Parcel Shop or we will not receive any prompt reply to our requests of address change or correction, UrbanStar will automatically start a return procedure. The costs of storage and return shipping will be charged to the customer. Shipping to UK - New Brexit rules Due to the Brexit from January the 1st 2021 United Kingdom is considered as an Extra European Country. UK's customers will be able to regularly shop on our website with the following changes: 1- purchase of products with a value <135 £: the final price of the product already includes VAT at 20%. At the time of import, the customer will not have to pay any customs duty or VAT to the courier. At the time of shipment, for customs purposes, the package will be accompanied by an invoice with Italian VAT number. The customer can also receive, on request, the UK invoice via email. 2- purchase of products with a value> 135 £: the final price of the product already includes VAT at 20%. At the time of import, the customer must pay the due customs duties but not the VAT, which is already paid at the time of purchase of the product. At the time of shipment, for customs purposes, the package will be accompanied by an invoice with Italian VAT number. The customer can also receive, on request, the UK invoice via email. 3- Northern Irland Shipments to Northern Irland will not be affected from this rules above as parcels will not be managed through a custom service. PARCEL DAMAGED DURING DELIVERY Urbanstar SAS does not assume responsibility for a package damaged by the courier during the journey for delivery. At the time of delivery of the parcel, the customer is required to ensure that the casing box is in optimal condition and not damaged during transport. If the parcel has been clearly damaged, the customer is asked NOT to accept the package by the courier. Otherwise, if the package is accepted and the goods inside have been damaged, Urbanstar SAS cannot proceed with the full refund. RETURNS Security tags From January 1st 2020 white security tags numbered with the Urbanstar logo are applied to the shipped products (except for some products marked). These security tags represent a guarantee seal that the customer will find on each product received. Once the security tag is removed, the product will be considered as worn and therefore not in compliance with the return conditions established by the Urbanstar terms and conditions. If the customer returns the product without a security tag or with a tampered security tag, even within the terms established by the return conditions, Urbanstar may reserve the right to retain 10% of the total to be refunded to the customer. Products that are visibly soiled and / or used or washed will be considered as no longer salable and will be sent back to the customer. Pursuant to Legislative Decree 206/2005 the consumer has the right to withdraw from the contract without penalty and without giving any explanation for a period of fourteen days from the day he receives the products. The maximum repayment terms are 14 working days. As required by the Consumer Code, art. 56 (https://www.codicedelconsumo.it/parte-iii-artt-33-101/). The refund issued is equal to the total amount spent, possibly including shipping costs incurred for the initial order, The Right of Withdrawal is exercised by sending, within the prescribed deadline, the specific integrated form for requesting returns. There is no right of withdrawal from the contract when it comes to the supply of goods made to measure or clearly personalized (for the color, size, fabric ...) or which, by their nature, cannot be returned or are liable to deteriorate or deteriorate quickly. If the delivery of the goods has taken place, you are required to return theafore mentioned goods within the same term of fourteen working days starting from the date of receipt of the goods. The returned products must be intact and in their original packaging. All footwear and accessories must be returned along with their original box, which is considered to all intents and purposes an integral part of the product itself and which must not have been in any way damaged and / or altered, nor used as a single external packaging, if not so, Urbanstar may keep from 10% up to 30% from the amount. Returns must be sent in a box suitable for shipping. Products that are visibly soiled and / or used or washed will be considered as no longer salable and will be sent back to the customer. Italy The return in Italy is always guaranteed for any order within 15 days of delivery of the package and is always free. For disadvantaged areas and smaller islands, ancillary return costs for shipping rates with a price> 25 € may be withheld from the refund. Europe and Extra EU Countries In Europe and for non-EU countries, the costs of returning the goods to the sender are borne by the consumer and the shipment is under his responsibility. The Right of Withdrawal for European countries (excluding Italy) and Extra EU is exercised by sending, within the deadline, the appropriate integrated form for the return request. If the right of withdrawal is exercised in accordance with the provisions set out so far, our company is required to repay the sums paid by the customer. The refund will be free, as soon as possible and in any case after the date on which the goods are received. Either in case of purchase with shipping by courier or with free collection in the store, the return to the store is always possible. In case of return to the store, the refund will always and in any case be made through the same payment system of the original transaction, it will not be possible in any way to return the amount due in cash at the time of return. In the event of a parcel not accepted at the customs destination by the customer, Urbanstar will return the shipment and will be able to proceed with the refund net of the round-trip shipping costs and any customs duties and charges. Refund The refund will be made as soon as the return arrives at Urbanstar SAS headquarters and the items will be verified. If the returned items do not show any signs of wear and are not failed and / or worn Urbanstar SAS will proceed to the immediate refund of the goods using the same payment system as the original transaction. In the event that the Customer receives defective goods, or that errors occur in shipments by URBANSTAROMA.COM, it is required to follow the same instructions as above. URBANSTAROMA.COM reserves the right to request photographic evidence before authorizing returns for defective goods and to bear the shipping costs for the return of the goods to its premises. URBANSTAROMA.COM also reserves the right to refuse unauthorized returns or those that do not comply with all the conditions set forth. In this case the goods will be returned to the sender at the original shipping address. In the case of returning products purchased through PayPal, the customer can request a refund of the return costs through the same system. For more info see the link: https://www.paypal.com/it/webapps/mpp/refunded-returns

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