FAQs

Urban Decay, along with parent company L’Oréal Canada, is a manufacturer and distributor of hygiene and personal care products, as well as hand sanitizing (hydroalcoholic) gel. As such, we have been classified by government officials under the category of essential sanitary products.

As a complement to this authorization, the government is allowing online commerce to continue as it is the safest way for consumers to buy in the current context. As such, we continue to sell and distribute our products to consumers through this channel, via our own website, as well as retailer partners.

We have also put in place strict security and health protocols in all our facilities, including our manufacturing plant and warehouse, to ensure the safety of all. Our warehouse team currently processing online orders work in alternate shifts to practice social distancing guidelines, which may slightly affect shipping time.

Our number one priority remains the wellbeing of our employees and their families, our customers and our communities.

We appreciate your understanding and support during these difficult times.

Our solidary plan
As the effects of COVID-19 continue to disrupt communities around the world, we are proud to contribute to the fight against coronavirus in our hometown. We have shifted the production of our Montreal plant to include the manufacturing of hand sanitizing (hydroalcoholic) gel, which will be donated to hospitals such as the Centre Hospitalier de l’Université de Montréal (CHUM) and McGill University Health Center (MUHC) as well as other health and charitable organizations in need. This program aims to support healthcare professionals, who are on the front-line in the fight to curb the spread of COVID-19. It’s our way of thanking them for their hard work.

For more information on our solidary plan: http://www.newswire.ca/en/releases/archive/March2020/25/c2541.html  

Sign up to the Urban Decay newsletter and recieve a coupon code to redeem 15% OFF + 3 deluxe samples on your first purchase of $30 or more. Cannot be combined with any other promotion or offer. Not applicable on gift sets, vaults and discounted products.

Samples and gift with purchase are available while quantities last. Urban Decay has the right to end or change a promotion without notice.

Urban Decay is available on UrbanDecay.ca and at our freestanding stores, as well as through our retail partners. Use our Store Locator to find the location nearest to you!

For Sales on the Amazon platform, Urban Decay works hard to ensure that only authentic, high quality products reach consumers in the condition we intend. As such, for all sales on the Amazon platform, Urban Decay offers a 45 day Satisfaction Guarantee which will NOT be honored without provision of valid proof of purchase directly from the Fortress Brand Amazon storefront.

The best way to hear about the next promotion, special event, or new product rolling out on Urban Decay is to sign up for UD's email newsletter.

Codes and promotions providing a dollar or percentage off cannot be combined.

Out of stock items are not available for ordering at this time unless indicated as a presale item, which you can order in advance. Unfortunately, we do not know when more items will become available if they're backordered. We're sorry for any inconvenience this may cause.

Need more help? We're here for you at 1.844.483.3229, Monday–Friday, 9:00 AM–5:00 PM EST, excluding holidays.

Your order may still show as processing or there may have been a discrepancy in our inventory that has caused a delay in shipment. Keep in mind that sometimes, in rare cases; it can take up to two days for an order to process.

We're sorry for any inconvenience this may have caused.

If you have any further questions or concerns, we're here for you at 1.844.483.3229, Monday–Friday, 9:00 AM–5:00 PM EST, excluding holidays. 

Please have your order number handy and let us know the items you're missing.

We may not have had all of the items in stock when we shipped your package. Your shipping confirmation email should indicate which products might still be outstanding and pending shipment.

If you have any further questions or concerns, we're here for you at 1.844.483.3229, Monday–Friday, 9:00 AM–5:00 PM EST, excluding holidays.

Please have your order number handy and let us know the items you're missing.

Please provide a direct link to your blog, website or channel, as well as any details you can provide about your site (number of subscribers, page views per month, etc.). Due to a high volume of requests received, please allow up to 4 weeks for a reply. Click here to submit your request.

We do not send out samples without a purchase. At times, we offer samples as an online gift with purchase or when we launch a new line of featured products. To be included in these future offers, be sure to sign up for our email list by clicking here.

To help ensure that we're selling our products to genuine UD beauty junkies (and not to resellers), we place a limit on the number of orders you can make within 30 days. This also gives more people a chance to purchase popular items before they’re out of stock, especially when it comes to our limited-edition launches.

For more information, call us at 1.844.483.3229, Monday–Friday, 9:00 AM–5:00 PM EST, excluding holidays.

With our LOVE-IT-OR-LEAVE-IT Guarantee, you can return any of our products if you're not completely satisfied. This Guarantee only applies to products purchased on UrbanDecay.ca. Sale items are not eligible for return.

Customers who purchase products from UrbanDecay.ca may return them by mail within thirty (30) days of the delivery to the following address:

L’Oréal Canada - Returns Department
3500 rue Douglas-B.-Floreani, Door 31-32
Saint-Laurent, QC
H4S 2B9

The refund will be issued within 15 days of receiving your parcel. You will receive an email once the refund is completed.

Please note that all promotional products, including free samples and gift with purchases, must be returned. 

We recommend that you return all products unopened and in the same condition in which they were delivered via Canada Post and that you send your return via Canada Post for your protection and to insure prompt delivery. We're sorry, but return shipping fees are not refundable.

If your package was damaged in shipment by the carrier, and its content rendered unusable, save the box and the merchandise and notify us immediately at 1.844.483.3229. The carrier will be notified and the damaged package and the damaged items will be replaced.

To return an order, print your e-invoice and include your receipt with your return

If you should need  further information regarding the return of any Urban Decay products, please do not hesitate to call us at 1.844.483.3229, and it would be our pleasure to assist you however we could.
 
You can consult your invoice here to help you filling the return form.

We are not held responsible for packages delivered to a wrong address which was provided by a customer during the checkout process. It is the customer's responsibility to provide the correct shipping details. Once an order is processed, we are unable to modify any details such as shipping information. Assuming that the item(s) returns to us, a refund will be processed.

Select Urban Decay products can be pre-ordered and shipped to you on their release day. Standard shipping delays are applicable. Delays may occur in the case of high order volumes.

Products eligible for pre-order will be designated as such on their product pages. You may not combine pre-order items with regular items within the same purchase.
Please note, pre-orders are not cancellable.

When your pre-ordered item releases, your order completes and the payment method that you have on file is billed. You'll receive an email letting you know that your pre-order has been shipped.