Orders and Products

Q: What products are available on urbansatchel.com?

We focus on designing and offering ready-to-wear dresses in three main categories: Bridal and Wedding, Casual and Resort, and Evening and Party attire. Our shipping is exclusively available to the contiguous United States.

Q: Where is urbansatchel headquartered?

urbansatchel.com is wholly owned and operated by NOLAVIA LIMITED, a registered entity in the Hong Kong Special Administrative Region. From here, we manage our operations to serve our customer base across the contiguous US.

Q: Why might there be slight variations between the product photos and the actual dress?

Minor differences in color hues, lace positioning, fabric texture, and sizing (within a 1-2 cm tolerance) are standard in garment manufacturing and do not qualify as defects under our Refund and Returns Policy. Factors such as screen lighting, monitor calibration, and fabric dye batches often account for these natural variations.

Pricing and Payment

Q: What currency is used on the store?

Everything on urbansatchel.com—including product prices, shipping fees, and applicable taxes—is displayed and processed exclusively in United States Dollars (USD).

Q: What are your accepted payment methods?

We currently process all transactions via PayPal. This allows you to pay securely using your PayPal balance, or any linked debit/credit card supported by the platform. Please refer to our Payment Policy for comprehensive details.

Q: When will I be billed for my order?

Your payment is authorized and captured in full at the exact moment you complete the checkout process. Order fulfillment and shipping cannot commence until the transaction is successfully cleared.

Q: Are there any foreign transaction fees?

If your linked bank account or card operates in a currency other than USD, your bank might apply a currency conversion rate or a foreign transaction fee. These specific charges are determined by your financial institution, not by urbansatchel.com.

Q: Is my payment information secure?

Absolutely. Our checkout environment utilizes encrypted SSL and TLS connections. Furthermore, all payments are securely routed through PayPal, which strictly adheres to PCI-DSS compliance standards. We never store or directly access your banking credentials.

Shipping and Delivery

Q: What are your shipping destinations?

We exclusively deliver to residential and business addresses within the contiguous United States (the lower 48 states). Unfortunately, we do not ship to Hawaii, Alaska, US territories, APO/FPO/DPO military addresses, or PO Boxes at this time.

Q: What are the shipping rates?

We offer complimentary shipping for all orders with a subtotal of $199 or greater. For orders under this amount, a flat shipping rate of $7.99 applies. The exact shipping cost will be automatically calculated during checkout.

Q: What is the estimated delivery timeframe?

You can expect your order to arrive within an estimated window of 9 to 19 business days. This timeframe consists of 2 to 4 business days for order handling, followed by 7 to 15 business days for transit. Orders submitted past our daily cut-off time will require an additional business day. Check our Shipping Policy for full details.

Q: When is the daily order cut-off?

Our daily order processing cut-off is 6:00 PM Pacific Time (PT), Monday through Friday. Orders placed prior to this time on a business day will begin processing immediately. Any orders placed after 6:00 PM PT, over the weekend, or during US federal holidays will enter processing on the following business day.

Q: Which shipping carriers deliver the packages?

We partner with major carriers including USPS, FedEx, and UPS. The specific carrier for your package is determined based on routing efficiency and your destination ZIP code at the time of dispatch.

Q: How can I monitor my shipment?

Once your order is handed over to the carrier, we will send you a shipping confirmation email containing your tracking link. Please note that it may take up to 24 hours for the tracking data to update in the carrier’s live system.

Q: Am I able to update my shipping address after purchasing?

Address modifications are only possible if your order has not yet been shipped. If you need to make a change, please email contact@urbansatchel.com immediately with your order number and the new address details.

Q: Are customs duties or import taxes applied?

Since our fulfillment centers are located outside the United States, your package is subject to US Customs and Border Protection regulations. However, for the majority of personal orders that fall below the US de minimis threshold, import duties and taxes are typically not incurred.

Returns, Refunds, and Cancellations

Q: What is your standard return policy?

We accept return or exchange requests within 30 days of the delivery date. To be eligible, garments must remain unworn, unwashed, and entirely free from signs of wear, with all original tags firmly attached. Please review our complete Refund and Returns Policy for more specifics.

Q: What is the process for initiating a return?

To begin, send an email to contact@urbansatchel.com within your 30-day window. Include your order number, the specific items you want to return, the reason, and supporting photos if applicable. Our team will respond within one business day with a Return Authorization (RA) number and the appropriate shipping instructions.

Q: Where should I mail my returned items?

The specific return warehouse address will be provided alongside your Return Authorization email. We do not list this publicly as the location may change depending on the product type. Crucially, please do not mail returns to our corporate office in Hong Kong; unauthorized packages sent there cannot be processed and will likely be lost.

Q: Who is responsible for the return shipping costs?

If the return is due to an error on our part (such as a defective, damaged, or incorrect item), we will cover the return shipping costs entirely. For all customer-preference returns—like ordering the wrong size or simply changing your mind—the customer is responsible for the return postage, including any international shipping rates that might apply.

Q: Are there any restocking fees?

No, urbansatchel does not apply any restocking fees for authorized returns.

Q: How long does the refund process take?

Once your returned package reaches our facility and passes inspection, we will issue the refund to your original payment method. You can expect the funds to reflect in your account within 5 to 7 business days, depending on processing times from PayPal and your financial institution.

Q: Is it possible to exchange an item instead of getting a refund?

Absolutely. Simply mention your exchange preference in your initial return request email. Assuming the requested size or color is in stock, we will process the replacement as a new order, which means standard handling times of 2 to 4 business days will apply before the new item ships.

Q: Am I allowed to cancel my order?

Yes, you can cancel your order free of charge as long as you request it within 24 hours of purchase. Email contact@urbansatchel.com with your order number to do so. Beyond the 24-hour mark, orders typically enter the fulfillment stage and can no longer be halted.

Issues with Your Order

Q: What should I do if my item arrives damaged?

Please contact us at contact@urbansatchel.com within 7 days of delivery. Include your order number and clear photographs highlighting the damage, the item itself, and the outer packaging. Once we verify the defect, you can choose between a full refund or a free replacement.

Q: My tracking shows ‘Delivered’, but my package is missing.

We recommend checking your immediate surroundings first: porches, mailrooms, front desks, and with neighbors or household members. If the package remains unaccounted for after 48 hours, reach out to contact@urbansatchel.com with your order details so we can launch an official carrier investigation.

Q: How do you handle packages lost in transit?

If the shipping carrier officially confirms that your package was lost or stolen during transit, we will promptly arrange for a free replacement order or issue a full refund, depending on your preference.

Q: What happens if my package is returned to sender or undeliverable?

If a package is bounced back to us, we will reach out to you. We can either reship the order (which requires you to cover the new shipping fee) or we can refund the cost of the products, subtracting the original shipping charge and any fees incurred by the return.

Account, Privacy, and Contact

Q: How do you protect my personal data?

Your privacy is a priority. We manage your data strictly in accordance with our Privacy Policy. Furthermore, we never store or directly handle your sensitive payment information; all financial data is processed securely through PayPal’s encrypted systems.

Q: Is my personal information sold to third parties?

We do not sell your data in the traditional sense. However, certain data-sharing practices used for marketing analytics may be classified as “sharing” under laws like the CPRA. You maintain the right to opt out of this at any time via our Do Not Sell My Information portal.

Q: How can I reach customer support?

Our dedicated support channel is via email at contact@urbansatchel.com. We strive to reply to all inquiries within one business day during our standard operating hours.

Q: What are your standard operating hours?

Our team is available Monday through Friday, from 8:00 AM to 6:00 PM Pacific Time (PT). Emails received during these hours are typically addressed within one business day.

Related Policies

For complete information about your purchase, please also review the other policies that govern your shopping experience at urbansatchel.com, including our Terms & Conditions, Privacy Policy, Shipping Policy, Refund and Returns Policy, Payment Policy, Disclaimer, and Do Not Sell My Information notice.

Contact Information

Website: urbansatchel.com is owned and operated by NOLAVIA LIMITED

Company Name: NOLAVIA LIMITED

Company Number: 80579318

Business Address: UNIT 2904-05, 29/F, UNIVERSAL TRADE CENTRE, 3 ARBUTHNOT RD, CENTRAL, HONG KONG

Email: contact@urbansatchel.com

Phone: +1 (325) 283-9757

Contact Form: Click here

Hours of Operation: Our dedicated support team is available Monday through Friday, from 8:00 AM to 6:00 PM Pacific Time (PT).

Service Commitment: We are committed to responding to all inquiries promptly, typically within 1 business day.