Our Response to COVID-19
Our Response to COVID-19
The well-being of our customers and the URBN family continues to be our top priority. Please see below for the latest updates on how we are responding to COVID-19.
Our In-Store Experience
All store locations are following state and local guidelines for mask use and social distancing.
Our fulfillment centers and carrier networks are open and operational. At checkout, we’ll provide you with an estimated delivery date for your order based on your shipping method. Any delays or changes to your order timing will be communicated via email. Our carriers are maintaining normal delivery operations except where limited by local government restrictions. Please reference our shipping page for the most up-to-date timing.
COVID-19 has impacted our global supply chain, causing production delays for many brands, including ours. While we are working diligently to keep our special product offerings in stock, at this time, you may notice an increase in backordered items. Our website reflects the most up-to-date shipping estimates. You will receive an email if there are any changes to the status of your items.
Frequently Asked Questions
Is my store open? Are there any changes to store hours?
All of our stores are now open! We may be operating on alternative or shorter hours, determined by local legal requirements, mall directives, and local business conditions. To learn more about the status and hours of your local store, visit our store locator page.
What can I expect during my appointment?
While appointments are required to try on bridal gowns, our BHLDN shops are now open to the public for browsing and walk-ins. To learn more about the status and hours of your local store, visit our store locator page or book an appointment here.
Appointments will be limited to a total of four attendees (you + three guests).
We ask that you do not bring any food or alcoholic beverages to your appointment. In addition, we won’t be offering refreshments during appointments.
If you’re not comfortable trying on gown samples at this time, we’re offering the option to spend your appointment time browsing the assortment with expert guidance from your stylist, who can answer your questions and provide gown suggestions based on your event vision, date, and personal style preference.
Can I contact customer service?
Yes, we are here to help! Our customer service team is available for your questions. Contact us for up-to-date information.
Will my order be delayed due to COVID-19?
At checkout, we'll provide you with an estimated delivery range for your order based on your shipping method. Any delays or changes to your order timing will be communicated via email. Our carriers are maintaining normal delivery operations except where limited by government restrictions.
After my order is placed, can I change my shipping address?
As soon as you place your order, we start working on it right away. Unfortunately, we can't make changes to an order once it's placed.
Can I cancel my order due to COVID-19?
As soon as we receive your order, we start working on it right away. Unfortunately, we can't make changes to an order once it's placed. In limited circumstances, we may be able to cancel items if they have not shipped. Please contact us for assistance.
Can I delay my shipment?
Once your order is placed, we start working on it right away. At this time, we are unable to delay or hold shipments.
Can I return my items via mail because my store is closed?
Items purchased in a store can only be returned to a store location. Please note that all items purchased online can still be returned via mail. For information on online returns, reference How to Return.