International Returns

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. Book 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 mailorder@urbanindustry.co.uk to request the number.
  4. Please add to your return invoice and write on the outside of the package 'THIS IS AN INTERNATIONAL RETURN AND NO CUSTOMS DUTIES SHOULD BE CHARGED' This will avoid any unnecessary customs charges and your return possibly being returned to you.

THE RETURNING OPTIONS

Returning for Refund?

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

All international customers are responsible for the costs of sending items back to Urban Industry and we are not able to provide return labels. Unfortunately, we are not able to offer exchanges to international customers due to customs regulations. 

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 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.

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 ADDRESS

All international customers are responsible for the costs of sending items back to Urban Industry.

Please send all returns to the address below:

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

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.