Return & Refund Policy

Return & Replacement Policy

At Urban Cities, we take great pride in crafting your unique "Geography of Emotions." Every sculpture is made to order to your exact specifications — the city names you choose, your dates, coordinates, or symbols. Our policy rests on one principle: we stand fully behind our craftsmanship and will always make things right when the fault is ours — while, because each piece is personalized, we cannot accept change-of-mind returns.

1. Our quality promise
Your satisfaction is our priority, and we will never leave you with a piece we wouldn't be proud of ourselves. Please inspect your order as soon as it arrives. If your sculpture has a manufacturing defect, or if you received the wrong item, we will remake and reship it free of charge — no need to return the original. Simply email us at contact@urban-cities.com with your order number and a few clear photos of the issue, and your replacement goes straight back into production at no cost to you.

2. Custom & personalized products
In line with international consumer protection laws on personalized goods, we cannot accept returns, exchanges, or refunds for a custom sculpture simply because of a change of mind — each piece is produced specifically for you and cannot be resold. That said, because production is made to order, there is a short window right after your purchase, before printing begins, during which we can still change or cancel your order. If something's wrong, email us immediately at contact@urban-cities.com and we'll do our best while your piece is still in the queue.

3. Accuracy of your customization
We produce exactly what you enter in our design tool, so please double-check your spelling, dates, and symbols before confirming your order. Urban Cities cannot be held responsible for errors in the information you provide (for example, a typo in a city name or an incorrect date). Spot a mistake right after ordering? Contact us immediately — as noted in section 2, if printing hasn't started, we'll gladly fix it.

4. Shipping — damage in transit & lost packages
Once your sculpture leaves our workshop, it travels through our carrier. If it arrives damaged, please keep the packaging and send us photos of both the item and the box as soon as possible — the packaging photos let us file a claim with the carrier. We'll handle that claim with them directly and arrange a replacement for you; you won't have to deal with the carrier yourself. If tracking shows your package as delivered but you haven't received it, please first check with your household and neighbors, then contact us — if the carrier confirms the package lost in transit, we'll work with you to find a solution or send a replacement.

Questions?
We're happy to help — reach us any time at contact@urban-cities.com.
Urban Cities · Quai Arthur Rimbaud, 6000 Charleroi, Belgium