SHIPPING & RETURN POLICY

This Shipping & Return Policy applies to all orders placed on https://urvov.com/ (the “Website”) operated by URVOV TRADING PTE. LTD. (UEN: 202646318E), registered in Singapore. Customer satisfaction remains our highest priority. By accessing our website or checking out orders, you confirm compliance with these shipping and return frameworks. This policy supplements our Terms and Conditions.

PART A: SHIPPING TERMS

1. Shipping Coverage & Estimated Delivery Time

We provide shipping within Singapore and international shipping to most countries and regions worldwide. Delivery availability to your location will be displayed at checkout.

- Local Singapore orders: Estimated transit time 2–5 business days
- International orders: Estimated transit time 7–20 business days

All orders will be processed within 1–3 business days after payment confirmation, excluding weekends and public holidays. Delivery time is an estimate and may be delayed due to customs clearance, local courier issues, peak season or unforeseen circumstances. We are not liable for delays caused by third-party carriers or customs authorities.

2. Shipping Fee Thresholds

We offer free domestic shipping for Singapore orders above SGD 100 and complimentary international shipping for orders above SGD 200. Shipping cost for orders below the threshold will be calculated and shown at checkout based on destination, weight and dimensions of your parcel.

3. Unclaimed & Unresolved Deliveries

Couriers will attempt delivery up to three times before marking the package as abandoned. Packages that remain undelivered or unclaimed at local pickup points after 14 days will be returned to our logistics centre. In such cases, a refund will be issued after deduction of the original outbound shipping cost, return shipping cost and a 15% restocking fee.

4. Cross-Border Import Taxes & DDU Terms

All international shipments departing Singapore are shipped on a DDU (Delivered Duty Unpaid) basis. Import duties, taxes, sales levies and local customs clearance fees are the sole responsibility of the recipient and are not included in your order total. Please check your local customs rules before placing an order.

Orders abandoned or refused by the recipient due to customs duty disputes will be treated as an invalid cancellation. Refunds will only be processed after deducting actual outbound freight, return freight and related administrative costs.

5. Shipment Tracking

Once your order is dispatched, we will send you a tracking number via email. You can track your parcel status using the provided tracking link.

PART B: RETURN & REFUND TERMS

1. Return Eligibility & Acceptance Window

You may submit a return request for eligible items within 30 calendar days from the date you receive your order. To qualify for return, items must meet all of the following requirements:

- Items are unused, unworn and unwashed
- Original tags and packaging are intact and attached
- Items are not altered, damaged or soiled by customer misuse

2. Defective & Damaged Cargo Claims

We conduct quality checks on all apparel before dispatch. If your parcel arrives damaged, contains incorrect items or has manufacturing defects, please notify us within 48 hours upon delivery by email to validate your claim.

Your claim must include your order number, a description of the issue and clear photo or video evidence of the defect, packaging and product. Approved claims will qualify for a replacement or full refund at no additional cost to you.

3. Non-Returnable Classifications

The following items are excluded from the standard return and refund program:

• Final Sale items, clearance collections and promotional discount products
• Items with removed tags, altered cutting/hem or signs of washing
• Items showing visible signs of wear, handling or try-on damage

4. Return Application Process

Before sending items back, you must contact our customer support team to obtain a return authorisation. Unauthorised returns will not be accepted or processed.

When submitting your return request, please provide your order number, product details and reason for return. We will review your request and send you return instructions once approved.

5. Return Shipping Cost

Return shipping fees are borne by the customer, unless the return is caused by our error, such as wrong item dispatched, defective product or severe quality issue.

We recommend you use a trackable shipping service for returns. We are not responsible for packages lost or damaged during return transit.

6. Inspection & Refund Settlement Timelines

Once your returned parcel arrives at our logistics centre, our team will conduct a full inspection. Approved refunds will be initiated back to your original payment method within 2–3 business days.

Please note that banks, card issuers and payment providers may take an additional up to 5 business days to process and reflect the funds in your account.

7. Policy Updates

We may revise this Shipping & Return Policy from time to time. The updated version will be posted on this page with the effective date stated. Your continued purchase from our website indicates acceptance of the latest policy.

8. Contact Us

For shipping, return and refund enquiries, please reach out to:

Company Name: URVOV TRADING PTE. LTD.
UEN: 202646318E
Phone: +65 89541350
Email: support@urvov.com
Address: 403 JURONG WEST STREET 42, #06‑551, HONG KAH COURT, SINGAPORE 640403