How does personalization work?

For engraved jewelry, you'll enter your custom text (a name, date, initials, or short message) during checkout. For personalized art and home items, you'll upload a photo or provide text through the product page. Every personalized item is made to order — which means it's created specifically for you after you place your order.

Can I see a proof before my order is made?

For most personalized products, you'll see a preview of your customization on the product page before you add it to your cart. Due to the on-demand nature of our production, we typically don't send proofs after ordering — what you see in the preview is what you'll receive. If you have any concerns, reach out to us before placing your order and we're happy to help.

Can I change or cancel my order after placing it?

Because our products are made to order, we begin production quickly. If you need to make a change, contact us at info@urbankay.com as soon as possible. We'll do our best to accommodate changes if production hasn't started yet, but we can't guarantee modifications once the item is in production.

Do you offer gift wrapping?

Our jewelry products arrive in branded Urban Kay gift boxes with the option to include a personalized message card — no additional gift wrapping needed. They're ready to give the moment they arrive. Other products ship in clean, protective packaging designed to make a great impression.

What are your jewelry pieces made of?

Our jewelry is crafted from high-quality stainless steel with an 18K gold or rhodium silver plating. All pieces are hypoallergenic and designed for everyday wear. The engraving is precise, permanent, and won't fade or rub off with normal use.

What kind of printing do you use for wall art?

Our art prints and canvases are produced using giclée printing — the same professional printing method used by fine art galleries. This ensures rich, accurate color reproduction and exceptional detail. Our canvas prints are stretched over solid wood frames and arrive ready to hang.

Is your apparel actually premium quality?

Yes. We use heavyweight cotton and premium fleece blanks — not the thin, see-through basics you find from most online stores. Every apparel piece carries a custom Urban Kay woven label and features embroidered details (not screenprinted graphics). These are built to wear, wash, and keep for years.

Will the colors in my art print match what I see on screen?

We work in RGB color space and use professional-grade printers to achieve the most accurate color reproduction possible. However, slight variations between screens and prints are normal — every monitor displays color differently. If accurate color matching is critical for your order, we recommend ordering a sample first.

How long will it take to receive my order?

Most orders arrive within 5–12 business days, depending on the product type. Personalized jewelry typically ships within 1–3 business days of production. Wall art and apparel may take 2–5 business days to produce before shipping. You'll receive tracking information via email once your order ships.

Do you ship internationally?

We currently ship primarily within the United States. International shipping is available for select products, with shipping costs calculated at checkout based on your location. We're continually expanding our shipping capabilities.

My order hasn't arrived yet. What should I do?

First, check your shipping confirmation email for tracking information. If tracking shows your package was delivered but you haven't received it, check with neighbors and your local carrier. If your order is significantly delayed beyond the expected delivery window, contact us at info@urbankay.com and we'll investigate immediately.

Can I return a personalized item?

Because personalized items are made specifically for you, they cannot be returned for a change of mind. However, if your personalized item arrives damaged, defective, or with an error in the customization, we'll replace it or issue a full refund — no questions asked.

My item arrived damaged. What do I do?

We're sorry that happened. Please email us at info@urbankay.com within 7 days of delivery with a photo of the damage. We'll arrange a replacement or refund as quickly as possible. We stand behind every product we sell.

What's your refund policy?

Non-personalized items can be returned within 30 days in unused condition. Personalized items are final sale unless damaged or defective. Approved refunds are processed within 5–7 business days to your original payment method. See our full Shipping & Returns page for complete details.