Shipping policy

Urban Gems Studio aims to make the journey from online checkout to delivery as clear and convenient as possible. This Shipping Policy explains our shipping charges, order preparation process, tracking practices, delivery estimates, and procedures for handling shipping concerns.

Our store offers women's apparel. Although we take reasonable care when preparing orders, processing times and delivery conditions may vary according to inventory, order volume, carrier operations, destination, and other practical circumstances.

1. Shipping Charges

Our standard shipping charges are:

Orders of $10.00 or more: Free standard shipping.
Orders below $10.00: $5.99 shipping charge.

The order subtotal and applicable shipping charge will be calculated and displayed during checkout before payment is finalized.

Promotional offers may provide different shipping conditions when clearly disclosed. Any applicable taxes or other charges will be displayed as required during checkout.

2. Order Processing

After an order is submitted and payment is authorized, it enters our processing workflow. This may involve payment verification, inventory confirmation, item selection, packing, shipping-label preparation, and transfer to a carrier.

Processing times can vary with order volume, weekends, holidays, promotional events, stock availability, and operational circumstances.

A shipping label being created does not always mean that a carrier has physically received the parcel. Tracking activity may begin after the carrier performs its initial scan.

3. Delivery Estimates

Delivery estimates, when provided, are intended to help customers plan. Unless we expressly offer a guaranteed service, an estimated delivery date is not an absolute promise.

Weather events, transportation disruptions, peak-season demand, carrier backlogs, address issues, customs procedures, and other circumstances may delay delivery.

If a shipment experiences an unusual delay, customers may contact us for assistance.

4. Tracking Information

When tracking is available, it may be sent to the email address provided with the order.

Please allow time for carrier systems to update after dispatch. A tracking page may initially show limited information or no movement while the parcel is awaiting its first scan or moving between facilities.

Customers should use the latest available tracking details when checking shipment progress.

5. Address Accuracy

Customers are responsible for entering a complete and accurate delivery address, including the recipient's name, street address, apartment or unit number, city, state, and ZIP code.

If you discover an error, contact us immediately. We will make reasonable efforts to correct the information before shipment, but changes cannot be guaranteed once fulfillment has begun.

6. Incorrect or Incomplete Addresses

A parcel may be delayed, returned, or undeliverable if the shipping information is incorrect or incomplete.

If the error was supplied by the customer, additional shipping costs may apply if reshipment is requested. If a package is returned to us, we will determine the next steps based on the circumstances.

If the error was caused by us, we will work with the customer toward an appropriate resolution.

7. Packages Marked as Delivered

If tracking indicates that a package has been delivered but you cannot locate it, please check the usual delivery locations, including:

Your front or side entrance;
Mailroom or reception desk;
Parcel lockers;
Household members;
Neighbors; and
Other secure drop-off locations.

Where available, review carrier delivery photographs or instructions. If the parcel remains missing, contact us promptly with your order number and tracking information so we can assess whether a carrier inquiry is appropriate.

8. Damaged Shipments

If a parcel arrives visibly damaged, retain the packaging and take clear photographs of the parcel and merchandise.

Please email [email protected] with your order number, photographs, and a description of the damage. We may request additional information to assess the issue.

Where damage is confirmed, we will consider an appropriate remedy consistent with the circumstances and applicable law.

9. Lost or Delayed Packages

A period without tracking updates does not necessarily mean a parcel has been lost. Packages may move through carrier facilities without every transit event appearing immediately online.

If a shipment appears substantially delayed, contact us so that we can review the available tracking information and determine whether a carrier inquiry or another step is appropriate.

10. Multiple Packages

Depending on inventory and fulfillment arrangements, items from a single order may occasionally be shipped separately. When separate tracking numbers are available, they may be provided for the corresponding packages.

Customers should check each tracking number before concluding that an item is missing from an order.

11. Product Availability

If a product becomes unavailable before shipment, we may contact the customer to discuss reasonable options. Depending on the circumstances, those options may include waiting for inventory, canceling the unavailable item, or receiving a refund for that item.

We will not treat an unavailable product as shipped merely because the order was initially accepted.

12. Holidays and Peak Shopping Periods

Order processing and carrier transit may take longer during public holidays, seasonal promotions, major sales, and periods of unusually high demand.

We encourage customers to place time-sensitive orders well in advance and to review any delivery estimates displayed during checkout.

13. International Deliveries

If international shipping is offered, destination-specific requirements may apply. Customers may be responsible for customs duties, import taxes, brokerage fees, or other charges imposed by the destination jurisdiction unless the checkout terms expressly state otherwise.

International shipments may also require additional processing time because of customs inspections or local delivery procedures.

14. Shipping Restrictions

Some destinations may be unavailable because of carrier limitations, regulatory requirements, logistical constraints, or other circumstances. We reserve the right to decline a shipment that cannot reasonably or lawfully be completed.

15. Returns and Shipping

Shipping questions and return requests are governed by this Shipping Policy together with our Return and Refund Policy.

Customers should contact us before returning merchandise whenever possible. Where a product is defective, incorrect, or damaged due to an issue attributable to us, we will assess the appropriate remedy under applicable law.