At UrbanHalo we want to ensure each of our customers have an excellent experience right from the very beginning. Like most online stores, we know you might have a few questions about our products or the order process.
To get you started, we put together a few of our most commonly asked questions. But, we’re always here to answer your questions should you not find your answers below. Give us a shout at firstname.lastname@example.org, and we’ll be happy to help!
How do I care for my halos?
We recommend hand washing in cold water and lying flat to dry. In a hurry? Machine washing/drying will fly, but we recommend the following:
No fabric softener - Fabric softener clogs the pores of technical fabrics, preventing your headband from doing it's sweat-wicking magic. If your headband is accidentally exposed to fabric softener, no worries! Just wash it again (without the fabric softener) and it should be back to wicking sweat as usual!
Place your headband in a lingerie bag to avoid anything abrasive, like your favorite pair of jeans, zippers, or your headband's worst nightmare... Velcro®.
Lying flat to dry is your best bet to preserve the Lycra® in your headband, but when you and your headband are crunched for time, tumble dry on low.
Will UrbanHalos fit younger girls too?
YES! On average, we find that halos best fit ages six and up, but as head size is unique to each child, this age may vary. For the ity-bity girls, be sure to check out our HaloBaby line!
I got caught buying too many halos; what is your return policy?
This happens from time to time, but who can blame you… there are so many fabulous prints calling your name! If you need to return your product for any reason, we are happy to do so within 14 days. All items must have their original tags attached and be unworn and unwashed. *Custom headbands (logos, custom fabric, sewn on buttons, etc.) and Extra Ear Saver Buttons are final sale and not returnable.
All returns require an RA (Return Authorization) Number. Click here to request a refund and a prepaid return shipping label.
If your order qualified for free shipping and you return an item(s) that adjusts your total below the amount required to qualify for the free shipping promo, you will be refunded the item(s) total less the standard flat rate shipping ($5.95). Original order shipping costs are non-refundable.
While we are happy to accept returns, we are not able to accept returns for halos not purchased directly through us. We recommend initiating a return with the retailer you purchased them from. Products marked as FINAL SALE are not eligible for return/exchange.
Headbands ALWAYS slip off my head. Why would this one be any different?
Listen, I get it… there are so many headbands out there promising the same thing. They are going to stay in place, wick away sweat (and maybe even do your dishes), all without giving you a headache. If you are anything like I was, you have had little luck finding one that lived up to those claims. Which is exactly why UrbanHalo was born. What sets us apart is our unique fabric blend, created and custom-printed right here in the US. We like to refer to it as our "secret sauce". Crazy soft, but able to wick away sweat from your toughest workouts. Nylon-free (keeping you headache-free!), yet still super stretchy to give you the perfect fit. This awesome fabric is then handcrafted (with love) into a truly comfortable headband that is fashionable AND functional! If for any reason our halos don't stand up to our claims, we are happy to refund your purchase. But we believe one headband will make you a customer for life!
I accidentally entered the wrong address at check out! What can I do?
If you have ordered with us before, you know we try to ship our orders crazy fast and therefore cannot be responsible for orders shipped to an incorrect addresses. If you do realize an error with your address after placing an order, login to your account and update your address as soon as possible. If your order is still processing, your change will be updated on the order you placed.
If you added tracking to your package and realize this error after receiving your tracking confirmation, you will need to contact the shipping carrier to attempt to reroute the package to your new address using the tracking number provided to you.
If the package is returned to us, we are happy to reship it to you at the correct address. However, you will be responsible for the cost of the reshipment.
I received my tracking confirmation, but still have not received my package. What should I do?
Unfortunately from time to time, there are delivery errors on behalf of the shipping carrier and they must be solved with them directly. In the rare case that your package shows delivered and you have not received it, first check your order confirmation to be sure the correct address was entered at the time of order placement. If so, we suggest checking with family members and/or roommates, quite a few halos have been discovered after checking with forgetful loved ones. Neighbors are also great to check with, as it may have been delivered incorrectly to a neighboring address. If after checking with those folks, you are still unable to locate your package or your tracking has not been updated since the departure scan, the next step would be to contact the shipping carrier to track down your order using the tracking number provided. We also suggest checking with your local post office rather than calling their 800- number. In the few cases that has been needed, we have found that describing the packaging that you are looking for is extremely helpful. We change our packaging often, so if you find yourself checking with your post office, shoot us an email and we can let you know what color/size packaging your order was shipped in.
Why is my order "On Hold"?
"On Hold" is just our internal process for marking orders that are awaiting presale items. So not to worry, as soon as all the items from your order are available, it will be on it's way! You will receive an email as soon as your order has been prepared for shipment!
I just missed out on a sale! Are you able to honor the sale price?
Ugh- the worst! To honor the integrity of a sale, we do not extend the sale price to purchases made after a promo has ended. Be sure to follow us on Facebook so you don’t miss out on our next sale!
I placed an order and was double charged!! Help!
If when checking out you accidentally enter a billing address that does not match the address on file with your bank, your bank will decline that transaction. Simply updating the billing address to the correct address will allow the transaction to go through. However, when this happens, your bank will often show both attempts as pending transactions on your account until those transactions are "settled", a.k.a. completed. At this time, the declined transaction will "fall off" and only the approved transaction will become a completed transaction, send the payment from your bank to ours. So although alarming to see, rest assured we will only be receiving one payment for your order! If you have additional questions, we suggest you contact your financial institution.