What is your Return Policy?
We want you to love what you ordered. If something is not right, let us know.
We have an unconditional return policy refunding the winning bid amount for items received back for return that are in its original, UNWORN condition within 30 days of purchase. You must include the original invoice along with the returned merchandise in order for us to process your return quickly. Please remember to include the order number on your return label.
Auctions ending with a price of $10 USD or less are final.
All accessories, swimwear, intimates are final sale.
All sales are final on international / Canada orders.

You must send the merchandise back with a protective box or wrapped with thick paper. Returns received unwrapped or without the original box will be subject to a 15% restocking fee based on the total price including shipping. Please include the reason for the return. SH fees are non-refundable for returns. Refunds are processed within 7 to 10 business days of receipt of package.

On very rare occasions, we do make mistakes on shipping item, when this happens, please contact us prior to leaving any feedback, we will make it right and issue you a full refund. We may or may not require the original item to be returned back to us, if not, we reserve the right to request for a photo of that item. We will provide a return shipping label OR fully reimburse your return shipping cost (USPS Priority Mail only). Upon receipt of the wrong item sent (where applicable), we will either reship the correct item back to you free of charge OR issue a full refund including SH.

Our mailing address is:
Urban Original Inc.
15759 Valley Blvd.
City Of Industry, CA 91744

What is your Exchange Policy?
Fashion items/styles turn over rapidly; therefore, we cannot hold an item for a customer for an exchange. If you would like to exchange an item, please follow the instruction below: (all exchanges and return are honor within 30 days of purchase)

1. Find the item you wish to exchange for (in our ebay store/website).
2. Purchase it like a brand new order, checkout & PAY for it immediately.
3. You will have a new order number for the new purchase.
4. Send back the original item along with original invoice & write "Exchange" & the order number of the new purchase.
5. Please send the original item back with a protective box or wrapped with thick paper. Item(s) received unwrapped or without the original box will be subject to a 15% restocking fee
6. We will issue you a full refund including SH once we receive the return.
Auctions ending with a price of $10 USD or less are final.
All accessories, swimwear, intimates are final sale.
All sales are final on international / Canada orders. Refunds are processed within 7 to 10 business days of receipt of package.

How to contact us?
Our online store is available to you 24 hours a day, 7 days a week. Orders are processed during business hours, Monday - Friday, from 9AM - 4PM PST

email us at: info@urbanog.com

emails are answered in the order that they were received, responses may be delayed during weekends and holidays.

Our mailing address is:
Urban Original Inc.
15759 Valley Blvd.
City Of Industry, CA 91744

Phone: (626) 336-1589 -- Office hour 10 am to 4 pm PST

Do you have this item in another size, style or color?
Urban Original sells hundreds of pairs of shoes each week and our inventory is constantly changing. In fact, our shoes sell so quickly that we often have only a few sizes available in a particular style. We suggest you go into the item's auction page, and find out the style name, and then use the Store Search field to search by that style name.

Do you have more size or measurement information?
All the available size and measurement information is displayed with the item listing and all measurements are +/- one-inch. We list all the manufacturer's information and we also take our own measurements for things like heel height or boot shaft height. Since all shoes are securely packed and prepared for shipping once listed (at our prices the shoes don't stay around very long) we are unfortunately not able to take additional measurements for you. Fortunately our generous return policy allows you to return any items that you do not love.

What condition are the shoes you sell?
Urban Original sells ONLY BRAND NEW, FIRST QUALITY merchandise purchased directly from manufacturers. All shoes are unworn and shipped in shoe boxes.

How are you able to offer such low prices?!
Urban Original's ability to provide our customers with stylish shoes at discounted prices has taken years to develop. Since 2005 our professional buying team has been working closely with manufacturers in the Los Angeles area. That means when a great deal on upscale shoes becomes available, we are ready to buy - so we can share the great deal with our customers!
 

Oops! How do I cancel my bid?
To cancel your bid BEFORE the auction has ended, please visit eBay's Bid Retraction page.

To cancel your bid AFTER the auction/Buy It Now has ended you will need to contact Urban Original A.S.A.P. Since eBay charges Urban Original fees for every item we list, we must contact eBay for reimbursement of those fees when an item is not paid for. The eBay "unpaid item" notification can negatively impact your account with eBay so we do allow customers to reimburse us directly for our listing fees ($5 per item), in which case we will NOT contact eBay.

Please note that Urban Original expects ALL customers to complete checkout and pay for any items they purchase on eBay. Thank you for your cooperation.

I don't see a Buy It Now option, how do I purchase the item?
Once 1 customer places a bid on an item eBay will remove the Buy It Now option for all customers. So if you see shoes you really want and the Buy It Now option is still available, be sure to act quickly!

If an item didn't sell at auction, how do I purchase it?
Urban Original lists thousands of shoes a week on eBay. When a pair of shoes does not sell it is usually relisted within a few days. For your convenience you can easily find shoes using the search form on our item listings or the Urban Original eBay Store.

I am buying multiple items, how do I pay?
If bidding on more than one item, delay checkout no more than 7 days, until winning the LAST auction. We will not be able to combine your order & offer shipping discount if you checkout or pay separately for multiple items.
Checkout / Track my Order
 

Have you received my payment?
Urban Original will send you a confirmation email when your payment is received. Once you have completed checkout, you may check the status of your order at any time:
Checkout / Track my Order

How do I pay for my eBay purchases?
If bidding on more than one item, do not checkout individually for each item, only checkout after you are done purchasing the last item, delay checkout no more than 7 days, until winning the LAST auction. We will not be able to combine your order & offer shipping discount if you checkout or pay separately for multiple items.

• Pay Now: After you win the auction or Buy It Now, click the 'Pay Now' button at the top of the ad listing to immediately proceed with the checkout and payment process.
   
• Pay Later: If you do not choose to Pay Now, we will automatically send you an e-mail within three hours of auction close. Our message will contain a link to our simple and SECURE checkout system, where you will be able to quickly and conveniently pay for your purchase. You may also continue purchasing additional items from our auctions or eBay store. You have 7 days from the end of the first purchase to add additional items to your order. Make sure all of your auctions have ended prior to checking out. All of your purchases will be consolidated under one invoice.

What forms of payment does Urban Original accept?
We accept the following forms of payment (U.S. Dollars only) during our secure, online checkout:


Can I use eBay Checkout to complete my purchase?
No. Urban Original uses a secure online checkout that allows you to save money on shipping (by combining multiple items), and confirm your address. Please use the Checkout button when you are ready.

Orders will be delayed and/or cancelled for customers who do not complete our online checkout. Thank you for your cooperation.

How long do I have to pay for my eBay purchases?
From the moment an auction ends or a Buy It Now is completed, you have exactly 7 days to complete payment. On the 8th day, we will cancel the transaction, re-post the item for sale and file with eBay for a refund of Final Value Fees that we incurred on the sale.

Can I send you a PayPal payment without using your checkout?
No, it will delay your order. Urban Original checkout only takes a few minutes and allows you to:

• confirm your shipping information
• choose a shipping method
• calculate your shipping total
• save money by combining multiple items into a single order
• make sure your payment gets applied to your order!

For your convenience, our checkout integrates with PayPal so you can send us a payment at the completion of your checkout. Please note that orders will be delayed and/or cancelled for customers who do not complete our online checkout. Thank you for your cooperation.

Why does PayPal say "Seller does not accept instant payments"?
PayPal helps large sellers, like Urban Original, carefully match payments to orders to ensure that all payments are properly processed. This allows Urban Original to confirm your payment and ship your order quickly. As a result you must complete our checkout before sending a PayPal payment.

Can I mail you my payment?
Yes - Once you have completed your online checkout, you may mail us a Money Order. Please be sure to send your payment along with the invoice or write your order number on the Money Order! Please use the "Checkout" button in the item listing and you will receive payment instructions.

Our mailing address is:
Urban Original Inc.
15759 Valley Blvd.
City Of Industry, CA 91744

 

Has my order been shipped?
Urban Original will send you an email with tracking information when your order is shipped. Once you have completed checkout, you may check the status of your order at any time:
Checkout / Track my Order

What shipping discounts do you offer?
We offer FREE SHIPPING within U.S. for each additional item, if you purchase more than one item, we will only charge the highest SH fee -- BUY MORE & SAVE MORE!
Please use our secure checkout when you are done shopping, no more items will be combined after you've checked out.

We also offer combined shipping discount for international orders, details are listed in our auction page.

 U.S. DOMESTIC
 

U.S. Standard Ground
ITEM	1st ITEM	EACH ADDITIONAL ITEM
APPAREL	$6.99	FREE
SHOES	$10.99	FREE
BOOTS	$14.99	FREE

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U.S. 2 Day Express
ITEM	1st ITEM	EACH ADDITIONAL ITEM
SHOES & APPAREL	$21	$5.00
BOOTS	$26	$5.00
*Cutoff time for Express service is 12:00 P.M PST - if you pay before 12:00, we will be able to process your order on the same business day, and you will receive it within 2 business days.

U.S. FedEx Overnight
ITEM	1st ITEM	EACH ADDITIONAL ITEM
SHOES & APPAREL	$30	$5.00
BOOTS	$40	$5.00
*Cutoff time for Overnight service is 12:00 P.M PST - if you pay before 12:00, we will be able to process your order on the same business day, and you will receive it on the next business day by 3:00PM (or by 4:30 to some rural areas) Overnight service is not available for P.O. Box, APO, Hawaii, Alaska, and all international orders

Do you offer combined shipping?
Yes! We offer a combined shipping discount to our customers. Upon winning more than one auction, you will automatically receive a shipping discount on each additional item that is paid for and shipped together. PLEASE NOTE: To take advantage of our Combined Shipping offer you must use our Checkout payment system ONLY after all auction have been completed, and you pay for all of your winning items together using our Checkout payment system.

Do you offer fast shipping?
Yes! Most orders are shipped within 2 to 3 days of payment, which means that U.S. customers usually receive their orders within 3 to 8 days of payment. If you need your order sooner, we do offer domestic 2 day Express delivery.

What countries do you ship to?
Worldwide! Please see below for details. Shipping rates are posted with each item listing.

CANADA
Standard shipping method for Canada orders is through USPS Priority Mail, which takes approx. 3 to 5 business days, customers are responsible for all custom duties/taxes:

Canada Standard Shipping
ITEM	1st ITEM	EACH ADDITIONAL ITEM
APPAREL	$17	$5
SHOES	$20	$6
BOOTS	$23	$10

We also offer faster shipping method for Canada orders: USPS Express (EMS)  for International orders (method to be determined by Urban Original), which takes about 2 to 5 business days, customers are responsible for all custom duties/taxes:

Canada Expedited Shipping
ITEM	1st ITEM	EACH ADDITIONAL ITEM
SHOES & APPAREL	$30	$10
BOOTS	$35	$10
*Cutoff time for this service is 12:00 P.M PST - if you pay before this time, we will be able to process your order on the same business day (this is our commitment on our side, but due to custom issues and other reasons out of our control, we do not guarantee delivery date) -- all orders paid after cutoff time will be processed on the next business day.

INTERNATIONAL
(We are no longer shipping to Russia, Ukraine, Singapore, Indonesia)
(We reserve the right to cancel orders)
Standard shipping method for all other International orders is through USPS Priority Mail, which takes approx. 7 to 15 business days, customers are responsible for all custom duties/taxes:

International Standard Shipping
ITEM	1st ITEM	EACH ADDITIONAL ITEM
APPAREL	$27	$11
SHOES	$31	$12
BOOTS	$41	$12

We also offer faster shipping method for International orders: USPS Express (EMS)  for International orders (method to be determined by Urban Original), which takes about 5 to 10 business days, customers are responsible for all custom duties/taxes:

International Expedited Shipping
ITEM	1st ITEM	EACH ADDITIONAL ITEM
SHOES & APPAREL	$41	$13
BOOTS	$51	$16
*Cutoff time for this service is 12:00 P.M PST - if you pay before this time, we will be able to process your order on the same business day (this is our commitment on our side, but due to custom issues and other reasons out of our control, we do not guarantee delivery date) -- all orders paid after cutoff time will be processed on the next business day.

*International orders' processing time may take longer due to extra inspection. Any delays in customs or other aspects out of Urban Original's control can possibly delay your shipment also.
*All must be paid and shipped together in order to receive combined shipping discount

*Please note that there is a payment cut off time (12:00 PM PST) for all optional expedited shipping methods, all payments submitted after the cutoff time will be process on the next business day*

Can I combine multiple items to save on shipping?
Yes! If you purchase multiple items you may automatically combine any unpaid items into one order during checkout. Once combined into 1 order, items must be paid for together. We do request you checkout all items within 7 days of auction end/Buy It Now date. Please note that once combined, items may not be removed from orders and payment must be made for the entire order.
 

How do I complete my purchase?
Urban Original uses a secure online checkout that allows you to save money on shipping (by combining multiple items), confirm your address, and pay for your purchase.

Orders will be delayed and/or cancelled for customers who do not complete our online checkout. Thank you for your cooperation.

Why isn't my item ready for checkout?
Once an auction ends or an item is purchased with Buy It Now, our systems need to collect the customer information from eBay. This process can take up to a few hours during which time the item will not be ready for checkout. Once the item IS ready for checkout, we will email the buyer with a custom link to our quick and secure checkout.

Why does your checkout say my email address is not correct?
When an item is purchased on eBay, the user ID of the buyer/winner is recorded by eBay. Urban Original is then contacted by eBay with the details on the transaction, including the buyer's email address. For security purposes Urban Original requires the buyer to enter the winning buyer's email address during checkout. If the email address entered does not match the email address on file with eBay, then you will not be able to complete your purchase.

If you need additional assistance, please contact us. Thank you.

 

Who pays for duties and customs fees?
All international orders are subject to duties, taxes and fees as determined by their local government. The customer is responsible for all duties and taxes.

What types of International payment do you accept?
Canadian and International buyers can use the following forms of payment in ($) US Dollars :