UK Returns

EXTENDED CHRISTMAS RETURNS POLICY

Orders placed from Monday 10th November 2025 are valid for return until Friday 9th January 2026. Please reach out to our returns team on returns@urbanindustry.co.uk for any assistance.

From receipt of your online order, you have 18 days to return any unwanted items for a refund. All returned items must be unworn, have all original labels attached (including swing ticket/stick on labels/and additional tags) and be returned in acceptable packaging.

STARTING THE RETURNS PROCESS

  1. Register your return online on our Returns Portal.
  2. Pack your return securely, please ensure no labels are attached directly to the returning item or its packaging e.g. shoeboxes. 
  3. Please include your original invoice sheet or a short written note with your order number on inside the box. Without this we may be unable to process your return. If you need to find your order number please login to your account with us or email us at returns@urbanindustry.co.uk to request the number.
  4. Take this to your local Post Office to send this back to us.

THE RETURNING OPTIONS

    Return for Refund

    No problem at all, you can opt for a refund in the Returns Portal. 

    We offer a subsidised return label for the cost of £3.95. If you choose to use this we will deduct £3.95 from your refund. There is no obligation to use this and you are welcome to use your own method if you would prefer. Shipping costs to receive the order are not refunded when you return an item.

    Please note: Unfortunately, we do not offer exchanges. If you wish for a new size or a new product, you will need to log a return for refund on your original order and place a new order for any new item/s you wish to purchase.

    RETURNS PROCESSING NOTICE

    We try to process all returns as quickly as possible, however, please allow 7-10 working days for the parcel to be processed and refunded. We will contact you by email to confirm that your return has been processed. 

    RETURNS POLICY

    Items must be returned in 'perfect sellable condition’. We do not expect the garments to be necessarily plastic wrapped and perfectly folded, but we are certainly unable to accept items for return if;

    • Tags have been removed.
    • They are marked, soiled, stretched, bleached or damaged in any way.
    • They are covered in hair, dirt or excessive lint.
    • They are soiled, impacted by products, or odour-affected.
    • They are scented with aftershave, perfume, deodrant or smoke.
    • They have been worn or washed.
    • Shoes have been worn outside.
    • The soles of the shoes are dirty, hairy or fluffy.
    • The inner sole is covered in sock fluff or hair.
    • The shoe box has been used directly as the postal box - is visibly marked and/ or damaged.
    • The Product Presentation box has been used directly as the postal box - is visibly marked and/or damaged. 
    • For hygiene reasons we cannot accept returns for underwear, cosmetics or socks unless faulty.
    • Any Free item/s must be sent back when returning your order.

    We reserve the right to refuse a return if we deem it to be in an unsuitable condition, and the items will be returned to you at your own cost. We also reserve the right to charge an additional handling fee for any return that has been sent back to us in an unacceptable condition which has caused our team to spend additional time processing the return. Urban Industry is not responsible for rejected returns being shipped back to you.

    USE OF THE SUBIDISED RETURN LABEL

    If you return an order back to us using our subsidised Royal Mail Tracked 48 return service but we have not received this back, we will be required to open a full investigation with the courier. The customer must provide a proof of postage receipt for us to start the investigation. The customer is responsible for the return until this has been received back successfully in our warehouse. If a proof of postage receipt cannot be supplied, NO investigation will be raised and this will be down to the customer to open this themselves with Royal Mail.

    If there are any discrepancies in your receipt, return label, tracking, weight of return or the address has been changed,  Urban Industry will not be held responsible for your return and no refund will be issued. We do not tolerate fraudulent activity and if there are any discrepancies this will be escalated further.

    " We work closely with the Royal Mail Fraud Team who have access to a wealth of information about each parcel that travels back through the postal system in order to identify well documented attempts at returns fraud. "

    RETURNS ADDRESS AND CONTACT

    Urban Industry Returns Department, Unit 2 Park View, Alder Close, Eastbourne, East Sussex, BN23 6QE, United Kingdom. 

    Email - returns@urbanindustry.co.uk

    FAULTY GOODS

    Generally if a defect is going to become apparent, it will be relatively quickly. We cannot accept returns due to excessive wear or the misuse of a product. All items returned as faulty are subject to inspection by Urban Industry before we can confirm if this will be accepted. Sometimes we will need to send the goods back to the manufacturer for an additional inspection. As we buy the products directly from the brands themselves, we go by the brands warranty policy for all faulty items. If the brand will not accept the fault under its warranty, we are unable to accept the item back.

    Please contact Customer Services immediately so we can help resolve the issue.

    NEED FURTHER INFORMATION?

    Check out our FAQ page here or contact our customer service team via Email, Phone, Live Chat or WhatsApp.