Client Services

General

Customer Service

For questions about our collections, products, or orders, please contact the Urban Zen Customer Service team.

Email: customerservice@urbanzen.com
Telephone: (212) 206-3999
Hours: Monday–Friday, 11:00 AM–5:00 PM Eastern Time

Shipping & Returns

Do you offer complimentary shipping?

We are pleased to offer complimentary standard ground shipping on domestic U.S. orders over $500 placed through urbanzen.com.

Furniture, artwork, decorative objects, and items requiring special handling or delivery arrangements are excluded from this offer. Additional shipping charges may apply.

International shipping charges are calculated separately based on destination and shipping requirements.

Do you offer international shipping?

Yes. International shipping is available upon request, subject to applicable laws, import and export regulations, destination restrictions, carrier availability, and product eligibility.

International orders may incur additional shipping charges, customs duties, import taxes, tariffs, and handling or clearance fees. These costs are the responsibility of the customer unless otherwise agreed upon.

Please contact our Customer Service team before placing an international order so we can review product availability, shipping arrangements, estimated costs, and any applicable details.

How long will my order take to arrive?

Available merchandise is generally processed within 3–5 business days, excluding weekends and holidays.

Once shipped, estimated delivery times are:

Standard Ground Shipping: Approximately 4–7 business days.
FedEx 2Day Shipping: Typically 2 business days after shipment, where available.
Overnight Shipping: Available for an additional charge, subject to availability and order processing times.

Expedited shipping charges are calculated separately. Delivery estimates do not include order processing time.

Specialty items, furniture, artwork, and international orders may require additional processing and delivery time.

If we are unable to ship your order within the stated timeframe, we will contact you with updated information and the option to cancel for a refund, as required by applicable law.

What if my order arrives damaged or incorrect?

We take great care in preparing and shipping every order. If your merchandise arrives damaged, defective, or incorrect, please contact us promptly at customerservice@urbanzen.com with your order details and, if possible, photographs of the item and packaging.

Our team will assist in arranging an appropriate resolution, including repair, replacement, or refund, as applicable. Urban Zen will cover reasonable return shipping costs for confirmed damaged, defective, or incorrectly shipped merchandise.

What is your return policy?

Urban Zen accepts returns or exchanges of eligible merchandise within 14 days of delivery for online orders, subject to the conditions below.

Merchandise must be returned in its original, unused condition, with all original tags and packaging intact, accompanied by a receipt or other valid proof of purchase.

Urban Zen will not accept returns or exchanges of merchandise that has been worn, washed, used, altered, or damaged by the customer.

Eligible returns accompanied by proof of purchase will receive a refund to the original form of payment. Exchanges or store credit may be arranged upon request.

For returns without a receipt or other verifiable proof of purchase, store credit at the current selling price may be offered at Urban Zen's discretion.

Final Sale Merchandise

All discounted merchandise and items clearly designated as Final Sale are not eligible for return or exchange. Final Sale conditions will be identified at the time of purchase.

Certain furniture, artwork, made-to-order items, and specially commissioned pieces may be subject to additional return or cancellation restrictions disclosed before purchase.

These restrictions do not affect any rights customers may have under applicable law concerning merchandise that is defective, damaged upon delivery, or not as described.

How do I arrange a return?

Please contact customerservice@urbanzen.com or call (212) 206-3999 for return instructions.

Returns must meet the eligibility requirements outlined above. Merchandise will be inspected upon receipt before the return is approved and the refund or exchange is processed.

Refunds will be issued to the original form of payment for eligible purchases. Processing times may vary depending on the financial institution.

Contact Us

Urban Zen
705 Greenwich Street
New York, NY 10014

Telephone: (212) 206-3999
Email: customerservice@urbanzen.com
Website: www.urbanzen.com