Frequently Asked Questions

Is it safe to order online at

All orders on Gold Urban are secure and encrypted with a SSL certificate, which guarantees safe transactions without risk of data tampering. 


Lifetime Guarantee- How does it work?

At Gold Urban, customer satisfaction is our number one priority which is why we offer a Lifetime Guarantee to all of our products. If your product breaks, fades or becomes damaged during normal wear, your jewelry is covered for a one-time free replacement. If we no longer, carry the item, you can select another item from our store that is equal or less value. Please note, the lifetime guarantee card has to be sent back with the item that is being exchanged.

Items that are lost or stolen are NOT covered by the lifetime guarantee. 


What payment methods do you accept?

We accept all major credit cards, Visa, MasterCard, American Express and Discover. We also accept PayPal, Amazon Pay and Apple Pay. 


How long does shipping take?



FedEx is used for all domestic shipments. Once an order is shipped, a tracking number will be emailed to you so that your shipment can be tracked. Please allow 3-7 business days for your order to arrive from the day that the order is placed.


APO/AFO Addresses 

Gold Urban ships to military bases around the world without any additional charge to you. Items that are shipped to APO and AFO address will come with a tracking number from USPS and can easily be tracked to ensure prompt delivery. Please allow up to 10 business days to receive your item. 


Jewelry maintenance and storage 

Jewelry that is not being used should be kept dry and stored in the suede pouch that is provided. Remove your jewelry while applying colognes, lotions and other chemical products. Do not expose your jewelry to chlorine as it can permanently discolor and damage your jewelry. 

To clean your jewelry, use a soft polishing cloth. Do not over polish your jewelry as it can ruin the finish. 


Return and Exchange Policy

Return Policy

Gold Urban accepts returns within 15 days from the date the item is delivered.
If for whatever reason you are not satisfied contact us via live chat or at to obtain a Return Merchandise Authorization and follow steps provided by the customer service representative. Customer will be responsible for return shipping.
Orders will eligible for returns if they are in original, brand new condition, unworn and with all the documentation and all original tags attached.
Please allow up to 2 weeks for your refund to be processed

Worn items and items returned without tags and original documentation will not be refunded. Customers will be charged an additional shipping charge to send items back to customer.

Exchange Policy

Exchanges will be accepted within 15 days from the date the item was delivered to the customer. To initiate an exchange for your item, reach out to us via live chat or email us at and we will provide instructions on how to process an exchange. For items to be eligible for an exchange, they must be in original, brand new condition, unworn and with all the documentation and all original tags attached.
Gold Urban will reimburse or pay for return shipping only in the event that we have erred.

Lifetime Guarantee does not apply to real gold jewelry


How do I get in touch with Gold Urban?

Contacting us is very simple.

For immediate assistance, you can reach us through our live chat system which is available with live customer service representatives 6 days a week. Monday-Friday 10 AM-5:30 PM EST.

We can also be reached at our email at

Please allow up to 24 hours for us to reply back to your email.