Frequently Asked Questions
SHIPPING POLICY
Our current processing time is 5-7 Business days.
You will receive an email with shipping information once your order is ready. This will give you a link to check when you can expect to receive your package. Delivery time depends on the shipping carrier and the method you selected at check out.
We are not responsible for delays due to the carrier or customs. Approximate delivery times are shown below, however please bear in mind that this may be longer during peak periods such as Christmas.
- North America 6-9 Business Days
- Europe 6-8 Weeks
- Rest of World 6-10 Weeks
If you require expedited shipping please contact us prior to ordering.
Customs and Import Taxes
Buyers are responsible for any customs and import taxes that may apply.
Incorrect Shipping Address:
Please check that your shipping address is accurate during check out. We are not responsible for any losses or delays due to items shipped to an incorrect address. If an item is returned to us due to your address being incorrect we will alert you and offer you the opportunity to pay for reshipping or to discard your item.
We are not responsible for the rare occurrence of tracked items that state that they have been delivered but are not received by customers. We will do everything we can to work with the postal service to investigate the location of packages that are delivered but not received.
REFUND POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at uptownconceal@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at uptownconceal@gmail.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
