Exchanges & Returns & Related FAQ

More than anything, we value the relationship we have with our customers.  If you need to return or exchange an item, we are here to help.

CUSTOMER CARE DOES NOT HAVE A PHONE NUMBER.  CUSTOMER CARE CAN ONLY BE REACHED THROUGH EMAIL.

Our customer care hours are:

  • 9 am - 5 pm Monday - Thursday
  • 9 am - 1 pm Friday
  • Closed Weekends and All US National and Religious Holidays

Please allow up to 2 Business Days for a response, and an additional business day during peak seasons.

Our Return and Exchange Policy:

  • We offer a generous 100 Day Exchange Policy.  Period is calculated from the time you receive the item to the time we receive the return or exchange.
  • We offer a 21 Day store credit return policy or 7 Day money back Return Policy, enough time to try items on.  Period is calculated from the time you receive the item to the time we receive the return or exchange.
  • Items must be unworn, unscented, unwashed, and unaltered.
  • Items must be folded and in original clear plastic packaging.
  • Hijabs and Gowns do not have any exchange policy.  They are all sold as final sale.
  • Final Sale/ Clearance - Exchange or store credit only.  No refund policy.   

Our Return and Exchange Procedures:

  • All items are to be mailed to (this is address is not a store or warehouse):

Urban Modesty

171 99th Street

Brooklyn NY 11209

State 1) Attn: Returns, or 2) Attn: Exchanges, or 3) Attn: Returns and Exchanges

  • Include a note with:
    1. Your order number
    2. Your email address AND phone number
    3. The date you received the item
    4. State Return or Exchange
    5. For exchanges state the size and the name of the product you want to exchange for.
    6. For exchanges, payment of $6.95 for return shipping is required (this is for the post office).  Payment may be made by using paypal, send $6.95 to customercare@urbanmodesty.com or  by including a check or money order for $6.95 for return shipping.  
    7. For returns the original shipping cost will be deducted, i.e. how much USPS charged us to ship to you. If you qualified for free shipping and no longer do so, i.e. returning everything or return now falls below $75 free shipping threshold, $4.95 cost (or international shipping cost) will be deducted. 
    8. Recommend you obtain a tracking number
    9. Do not ask for proof of signature as many times packages arrive during off hours
    10. Allow 5 business days after your items arrives at our location for the return or exchange to process
    11. No returns or exchanges will be accepted for hijabs or gowns.  No exceptions.  Please do not mail these items back.  They will be refused.

Related Frequently asked Questions:

  • How long does it take to ship an item?  All orders require 2-5 full business days (closed weekends and holidays) processing time, then we ship US items 2-3 business day priority mail.  International orders shipping time can range from 10-15 business days, due to customs, etc.
  • My order is missing an item, what do I do?  We frequently ship items independently, depending on which global warehouse has the item.  Please wait an additional 2-3 business days before contacting customer care.  Beyond this if an item is still missing please forward your receipt to customercare@urbanmodesty.com  Please state the missing item and your order number.
  • Wrong item received? Urban Modesty will correct this issue by either offering you a discount to keep the item, which you can choose to take or not to take, offering an exchange at our shipping cost, or issuing a refund once we receive the item.  
      • For the discount, please email customercare@urbanmodesty.com your order number, a picture of the wrong item, and state the issue.
      • Or to return the wrong item, Please mail it back (address above), using the same method we used.  Include a note with the item stating that an error occurred, your order number, your contact details, and the steps you would like taken.  This process is required to be completed within 14 days of receiving the item.
  • How do I contact Urban Modesty customer service?  The only way to contact us is by emailing customercare@urbanmodesty.com  Please allow up to 1 to 2 business days for a response.  
    • Our customer care hours are:
    • 9 am - 5 pm Monday - Thursday
    • 9 am - 1 pm Friday
    • Closed Weekends and All US National and Religious Holidays
    • Please allow 1-2 Business Days for a response, and an additional business day during peak seasons.

We will strive to make everything perfect.  Please be patient.