Shipping policy
SHIPPING POLICY
Urban Diamond ships orders internationally from Luxembourg.
ORDER PROCESSING
Orders are generally prepared and dispatched within 1–2 business days after payment has been successfully confirmed.
Orders placed on weekends or public holidays will be processed on the next business day. During busy periods, new collection launches or promotional events, processing may take slightly longer.
SHIPPING CARRIER
Orders are generally shipped with UPS or another suitable tracked delivery partner when necessary.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
DELIVERY TIMES
Delivery times depend on the destination and the shipping method selected at checkout. Most orders are delivered within 14 business days after dispatch.
Delivery estimates are provided for information only and may be affected by customs procedures, public holidays, weather conditions or carrier delays.
SHIPPING COSTS
Shipping costs are calculated according to the delivery destination and are displayed at checkout before payment.
Free shipping is applied automatically when the order meets the conditions displayed on our website or at checkout.
ORDER TRACKING
A tracking link will be sent by email once the order has been dispatched. Please allow some time for the carrier’s tracking information to become active.
DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address.
If you notice an error in your address, please contact us as quickly as possible at support@urbandiamond.lu. Once an order has been dispatched, we may no longer be able to modify the delivery address.
CUSTOMS DUTIES AND IMPORT TAXES
Orders delivered outside the European Union may be subject to customs duties, import taxes or other charges imposed by the destination country.
Unless these charges are clearly shown as included at checkout, they are the responsibility of the customer. Urban Diamond does not control these charges.
DELAYS, LOST OR DAMAGED ORDERS
Carrier delays may occasionally occur and are outside our direct control. If your tracking has not updated for an unusual period or your order has not arrived, please contact us at support@urbandiamond.lu with your order number.
If a package arrives damaged, please retain the packaging and contact us as soon as possible with photographs so that we can assist you and open a claim with the carrier.
RETURNS
For information about returns, exchanges and refunds, please consult our Refund Policy.
CONTACT
Urban Diamond
Pensador sarl
13, avenue de la Gare
Luxembourg
Email: support@urbandiamond.lu