FAQ

URBANE BY CHARLES JAY

 What is your cancellation policy

We do not accept cancellations.

I changed my mind, can I get a refund?

Due to these items being very limited, we do not take returns for refunds or credit. ALL SALES ARE FINAL. Please make sure that before you finalize your purchase, you have selected the correct size and color of your items.

What is your return policy?

We do not accept returns. ALL SALES ARE FINAL. Please make sure that before you finalize your purchase, you have selected the correct sizes and colors of your items.

Please do not ship your items to our location with the intention to return the item and receive a refund. Items sent to our location will not be returned to the sender under any circumstance unless paid for by the sender.

What is your gift return policy?

We do not accept gift returns. ALL SALES ARE FINAL. If you would like to exchange a gift for a different size, please see the below exchange policy for instructions on how to request an exchange, if possible.

Can I return or exchange a sale item?

We do not accept returns for sale items. ALL SALES ARE FINAL.

What is your exchange policy?

We do not accept exchanges. ALL SALES ARE FINAL. Please make sure that before you finalize your purchase, you have selected the correct sizes and color of your items.

We will only consider exchanges for size, damages or defects, or if the wrong product(s) were shipped to you by mistake.

If you would like to exchange an item for size, please contact urbane@bycharlesjay.com To be considered, exchanges must be requested within 48 hours of receipt and items must be in new condition (un-worn with all tags and labels attached).

If you would like to exchange an item due to defect or damage at the time of delivery to you, please contact urbane@bycharlesjay.com Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a replacement as a result of the defect or damage. If entitled to a replacement item due to defect or damage, we will replace the product, subject to inventory, within a reasonable period of time.

If you would like to exchange an item due to the wrong item being shipped to you, please contact urbane@bycharlesjay.com for authorization. Upon receipt of the wrong item, we will fully examine it and notify you via e-mail, within a reasonable period of time. If the wrong item is returned with damages or defects, you may be responsible for damages or defects that were caused after you received the item. If entitled to a replacement item due to the wrong item being shipped to you, we will replace the product, subject to inventory, within a reasonable period of time.

All requests for an exchange must be made within 48hrs after the package is received.

The item MUST be in the same condition that it was received (unwashed and unworn). We CANNOT exchange the item if it has been worn, washed, or damaged.

If we authorize your exchange, please include screenshot of the order confirmation, your contact number, and the item information (such as name, color, and size) that you would like with your return. After we have received the package, we will contact you to confirm the details and have the new item sent out.

All exchange shipments are the responsibility of the customer. Exchange requests made after 48 hours of receipt of the item will not be accepted.

ALL ELIGIBLE EXCHANGES ARE SUBJECT TO AVAILABILITY OF INVENTORY. ITEMS THAT ARE ELIGIBLE FOR AN EXCHANGE MAY ONLY BE EXCHANGED ONCE PER ORDER.

What if I never received my item?

We are not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon request, we will confirm delivery to the address provided, date of delivery, tracking information and shipping carrier information for you to investigate. If an item was lost or stolen, it is your responsibility to file a claim with the shipping carrier to receive compensation for lost or stolen packages that are the fault of the shipping carrier.

How do I contact Customer Service?

Please email us at urbane@bycharlesjay.com

 Please make sure to include all relevant information like your order number, style name, size and color so we can better assist you.

What payment options are available?

We accept PayPal, Apple Pay, Google Pay all major credit cards & Afterpay (4 payment installment. See all options at checkout

Do you ship internationally?

Yes. International shipments may be subject to import taxes, duties and customs fees, which are levied once your package reaches the country of destination, and are the responsibility of the recipient.

Do you ship to Post Office Boxes?

Yes, we ship packages to PO Boxes.

How do I care for my garments?

To keep your URBANE BY CHARLE JAY garments looking great wash after wash, please follow these instructions:

  • We recommend dry cleaning all garments if possible
  • Turn garment inside out. Machine wash cold. Use gentle cycle.
  • Do not iron printed or embroidered areas.
  • Avoid drying your garments in a dryer, as this type of drying can be damaging. Instead, lay flat and drip-dry for preservation and a long life.
  • If you use a dryer, tumble dry on low heat setting.

I want to work with URBANE, how can I do this?

If you are a model or influencer please email your portfolio to urbane@bycharlesjay.com

WATCH BY CHARLES JAY

How do you size the watches?

The watches come with a manual sizing clasp that is easily adjustable. Click the link to view our warranty booklet and instruction manual.

CLICK HERE TO VIEW WARRANTY & INSTRUCTION MANUAL

 What are watches made of?

Style 001 and Style 002 are both made of stainless steel. Style 002 has a poly paint coat.

Are watches waterproof?

Watches are water resistant. 5atm. They are able to withstand washing hands with watch on wrist. I would not recommend going swimming in the watch. 

What does the warranty cover?

 Our warranty for our watches cover anything mechanical. If the watch has a mechanical dysfunction within the first year we will replace the watch with the same style and color or different color. We have to replace with what we currently have in stock. The warranty does not cover anything cosmetic. Scratches, broken glass etc.  

LINKS BY CHARLES JAY

Are your products made out of real gold?

We offer both 18k White Gold Plating. We will offer 18k Gold Plating in the future. 

All our products include a 100% satisfaction guarantee. Meaning if you're not satisfied with your purchase we can offer an exchange or store credit as we do not process refunds unless an item is physically damaged upon reception.

What forms of payment do you accept?

We accept every major credit and debit card including Visa, Mastercard, Discovery and American Express. 

We also accept multiple payment options including  Afterpay.

Afterpay allows you to split the cost of your order in 4 equal no-interest payments. The first payment is due at the time of your order, then you will be automatically charged each month after for the remaining 3 payments. To chose one of these payment option, simply checkout as normal, and once prompted on the payment page, select your option.

How much is shipping?

We offer free USPS priority mail shipping for orders $75 or more within the United States. We ship internationally & rates are calculated at check out.

How long does shipping and processing take?

Shipping within the United States is handled via USPS and takes on average 3-5 business days after order is placed.

International shipping is handled via USPS First Class International and takes anywhere from 14-21 business days.

How do I know when my order has shipped?

You will automatically receive an email with tracking information once your order has been processed. Keep in mind processing may take 1-2 business days. If you did not receive an email, check your spam folder and ensure that the email you provided us was in fact correct.

What is your Return / Exchange Policy?

We currently do not offer returns, Only Exchanges or store credits. We ensure the quality of our product & if you have any questions in reference to sizing or materials please send us an email! 

What is your Warranty?

We offer a 1 year warranty on all of our cuban links. As our metal & plating is premium quality. The warranty covers only mechanical issues, such as clasp or links breaking. Any cosmetic damage is not covered under the warranty as that is considered general wear and tear. 

Having trouble trying to place an order?

Please contact us at URBANE@BYCHARLESJAY.COM or click our "Contact Us" page. Please include issues with order placement.

Are you are store owner or interested in wholesale?

Please contact us at info@thegoldgods.com or click our "Contact Us" page. 

CARE INSTRUCTIONS

We use 18k Plating on all our products. However, all gold plating can eventually fade if not taken care of properly. Follow these simple steps to ensure your product last as long as possible:

  • Avoid any moisture, including Sweat, Showers, Pools, Oceans etc.
  • After wearing your piece of jewelry, wipe it down with your dry microfiber cloth to remove skin oils
  • Do not use jewelry cleaner or any other chemicals
  • Avoid Hairspray, cologne, body spray, etc.