Order Processing Time

Standard in-stock orders are processed within 2 to 4 business days after payment confirmation. Business days are Monday through Friday, excluding public holidays. Custom or made-to-order jackets require an additional 5 to 10 business days for production. Orders placed on weekends or holidays will begin processing on the next business day.

Shipping Timeframes

For customers, standard delivery typically arrives within 5 to 8 business days once the order has been shipped. Expedited shipping options are available at checkout and usually deliver within 2 to 3 business days.

For international orders, delivery generally takes 10 to 21 business days, depending on the destination. Please note that delays due to peak seasons, severe weather, or customs processing are beyond our control. We always ensure timely dispatch from our end.

Shipping Charges

Shipping costs are calculated at checkout based on your location and selected shipping method. Orders above a certain value may qualify for free shipping, as indicated at checkout.

For international customers, customs duties, import taxes, and related charges are the responsibility of the customer. These charges vary by country, so we recommend checking with your local customs authority before placing an order.

Order Tracking

Once your order is shipped, you will receive a confirmation email with a tracking number. Tracking updates may take 24 to 48 hours to appear. If there is no update after 72 hours, feel free to contact us and we’ll assist you.

Customs, Duties, and Taxes

International customers are responsible for all applicable duties, VAT, and import taxes. We ship with accurate commercial invoices and declared values. We do not mark shipments as gifts or undervalue them. Customs clearance times vary and are outside our control.

Incorrect Address and Failed Delivery

Please double-check your shipping details before placing your order. If you notice an error, contact us immediately at support@theurbanhawk.com. Once an order is processed, address changes may not be possible.

If a package is returned due to an incorrect address or failed delivery, we will contact you to arrange reshipment. Reshipping costs will be the customer’s responsibility. Unclaimed packages are held for 14 days.

Lost or Stolen Packages

If your tracking shows “delivered” but you haven’t received your package, please check with neighbors or around your delivery location first. If still missing, contact us within 7 days of delivery. We will initiate an investigation with the carrier, which usually takes 5 to 10 business days. Based on the outcome, we will arrange a replacement or refund.

Damaged Items During Shipping

If your item arrives damaged, please notify us within 48 hours of delivery. Email support@theurbanhawk.com with:

• Your order number
• Clear photos of the damaged item
• Photos of the packaging

Prompt reporting helps us resolve the issue quickly. Claims reported after 48 hours may be difficult to process due to carrier limitations.

Shipping Carriers

We partner with reliable global carriers to deliver your orders safely:

• FedEx
• SkyNet
• DHL
• UPS

Delivery times may vary depending on your location and the selected carrier.

Contact Us

Have a question before or after placing your order? We’re here to help:

• Email: support@theurbanhawk.com
• Website: www.theurbanhawk.com
• Hours: Monday to Friday, 9:00 AM – 6:00 PM

We usually respond within 1–2 business days. Thank you for choosing The Urban Hawk—we truly appreciate your trust and look forward to serving you.

We Want You to Love What You Ordered

Here at The Urban Hawk, we put a lot into every jacket: the cut, the leather, the stitching, and the finish. But we also know that buying a jacket online isn’t always straightforward. Sizing can be tricky. The color might look slightly different on your screen. Sometimes things just don’t work out.

That’s why we’ve kept this return policy simple and fair. If something’s not right, we’ll sort it out. No runaround, no drama.

What Can Be Returned

We accept returns on most orders within 30 days of the delivery date. To be eligible, the jacket needs to be:

• Unworn and in the same condition it arrived in
• Still carrying its original tags
• Packed in its original box or bag
• Accompanied by your order number or receipt

We inspect every return when it comes in. If a jacket shows clear signs of wear—scuffs, stretched leather, or lingering cologne—we may not be able to process the return. We think that’s fair, and we’re guessing you do too.

How to Send Something Back

Starting a return takes about two minutes. Here’s what to do:

1. Drop us an email at returns@theurbanhawk.com with your order number and a quick note about why you’re returning.
2. We’ll get back to you within 1–2 business days with a return authorization and the address to send the jacket to.
3. Pack the jacket carefully, ideally in the original box. Leather doesn’t love being squashed into a thin poly mailer for a few days.
4. Ship the item back and keep the tracking number until your refund is processed.

Return shipping is your responsibility unless the jacket arrived damaged or we made a mistake with your order. In those cases, we’ll cover it completely.

How Refunds Work

Once your return is received and approved after inspection, you’ll get a confirmation email. Refunds are issued back to your original payment method within 5–7 business days, depending on your bank’s processing time.

A few things to keep in mind:

• Original shipping charges are non-refundable unless the return is due to our error
• If your order qualified for free shipping, a standard shipping fee may be deducted
• Sale items are refunded at the price paid, not the original price

What We Can’t Take Back

Some items are not eligible for return:

• Custom or personalized jackets (including made-to-measure or monogrammed items)
• Final sale items clearly marked at checkout
• Jackets that have been worn, washed, or altered
• Returns sent without prior approval

If you’re unsure, just email us first—we’re happy to clarify.

Need a Different Size or Style?

No problem. Follow the same return steps and mention in your email that you’d prefer an exchange. Let us know your desired size or style, and we’ll confirm availability.

Once we receive and approve your original item, we’ll ship the replacement. Any price difference will be handled via email before dispatch.

Damaged or Defective Items

If your jacket arrives damaged or defective, that’s on us—and we’ll fix it quickly. Please contact us within 48 hours of delivery at support@theurbanhawk.com with:

• Your order number
• A short description of the issue
• Clear photos showing the problem

We’ll review and respond promptly. Depending on the situation, we’ll send a replacement or issue a full refund, including return shipping.

Get in Touch

Need help or have questions? We’re here for you:

• Support Email: support@theurbanhawk.com
• Returns Email: returns@theurbanhawk.com
• Phone: +1 5123555767
• Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (EST)

We aim to respond within one business day. Weekend messages will be handled first thing Monday.