If you are not 100% satisfied with your purchase you can return your goods for whatever reason, no questions asked. You have 28 days, from the date of receipt, to return your items to us.
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 scented with aftershave, perfume, deodorant or smoke.
- They have been washed.
- Shoes have been worn outside.
- 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.
- For hygiene reasons we cannot accept returns for underwear and socks unless faulty.
We reserve the right to refuse a return if we deem it to be in an unsuitable condition, and the items may be returned to you at your own cost.
How To Return Items to us:
- Book your return online on our Returns Portal.
- Pack your return securely, please ensure no labels are attached directly to the returning item or its packaging e.g. shoeboxes.
- 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 firstname.lastname@example.org to request the number.
Please write on the outside of the package 'Returned goods, relief applied for.' This will avoid any unnecessary customs charges and your return possibly being returned to you.
We try to process all returns as quickly as possible, however please allow us up to two business days from receipt to process your return. We will contact you by email to confirm that your return has been processed.
If you’re unsure of your order number, or of the email address used for your order, please get in touch with our team at email@example.com and we’ll be happy to assist you.
Please send all returns to the address below:
Urban Industry, Unit 2 Park View, Alder Close, Eastbourne, East Sussex, BN23 6QE, United Kingdom.
Notifications And Refunds.
We will be in touch by email once your return has arrived and is in processing. As you are returning an item from outside the UK please allow a longer period for the parcel to be returned to us and a further 2 days for us to process your return once it arrives with us. During peak periods such as Black Friday and Christmas returns please allow 3-5 working days for your return to be processed.
Processing a refund for your return we will notify you via email as soon as it has been actioned. Please allow 3-5 working days for the funds to be available again in your bank account.
The same 28 day return policy applies to faulty goods. Generally if a defect is going to become apparent, it will be relatively quickly. We can't 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 a credit. Sometimes we will need to send the goods back to the manufacturer for an additional inspection.
Should you need to return a faulty item outside of the 28 days please be aware that due to the secure system we have in place we cannot issue a refund after 90 days. For faulty goods returned after the 90 days, which have passed inspection, we can only issue an exchange or online store credit; this will be in the form of a voucher code.
If you want to cancel your order please notify us asap. If cancelled before your order ships we will issue a full refund upon your instruction. Cut off time for shipping is usually 4pm, we don't ship or deliver at the weekend or on bank holidays.
If you notify us that you wish to cancel your order after it has shipped out we will not refund the original shipping cost on your order and you may also incur an additional return to sender fee if it is issued by the courier or postal service used for your delivery. This return to sender fee is usually the same cost as your original postage charge but it can vary.
Please be aware that due to some courier's operations and the quick turnaround on next working day deliveries it may not be possible to cancel your order once dispatched. If this is the case you can return your order using the returns information above.