Returning to Urban Industry

How do I log a return?

Please log your return on our returns portal here.

Are your returns free for UK customers?

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.

I wish to change my return option, can this be done?

We may be able to amend your request before your return has been processed. Please reach out to us and we'll try our best!

How can I track my return?

You can follow your parcel's journey via your tracking number.

I have returned my order, when will this be processed?

We try to process all returns as quickly as possible, however, during high volume return periods we may require additonal time to action your request.

When will I receive a refund?

After your refund has been processed, the bank should release the funds to your account within 2-3 working days.

Can I return an item after I have removed the tags?

If the tags are still available please return this back with your item otherwise we will be unable to accept this.

My return has passed the 28 day window, can I still return my order?

You will not be able to log your return on our portal after this time. However, please get in contact with us and we will try our best to help!

Do you offer an extended returns period for Christmas?

Any orders placed from the 4th November 2024 can be returned up until the 12th of January 2025.

For our international customers..

Am I able to exchange my product?

Unfortunately, we do not offer exchanges to international customers. If you wish to change an item, you will have to return the item back to us for a refund or store credit and place a new order.

Do you provide a returns label?

All international customers are responsible for the costs of sending items back to the Urban Industry. Please take your items to the local courier to arrange a return.

Find our FAQ homepage here.