Firstly, Please go to our RETURNS PORTAL and process your return. When you have submitted your return, you will receive an email from us containing the information below.....
How long do I have to return an item?
If you are not completely satisfied with your purchase, simply return the items to us in their original condition and packaging within 28 days of receipt and we will issue a refund of the price of the item only.
When you return an item we'll refund to original payment method ie, card, Paypal account etc (please be aware this can take up to 5 days depending on your bank)
Conditions of return
Please make sure the item is not visibly worn, damaged, marked in any way with pen or grease, washed, smells of smoke, aftershave, perfume, deodorant or washing powder, or is any condition that we deem renders the item unsaleable.
The customer is responsible for the item returning to us, please make sure you take adequate steps to ensure the security of the contents during transit back, we cannot be held responsible for a refund if reasonable steps are not taken.
Item/s must be returned with all relevant swing tags, labelling, branding and any accompanying marketing material specific to the item. This INCLUDES the outer box that the shoes come in. If the box is damaged it means the shoes cannot be resold to another customer, we don't have spare boxes.
Occasionally we offer free items with your purchase. If you are returning your item for a refund any free item(s) must also be returned at the same time.
All international customers are responsible for the costs in sending items back to Urban Industry.
We do not offer exchanges to international customers. If you wish to change an item, you will have to return the item(s) back to Urban Industry for a refund and place a new order.
Unit 2 Park View
BN23 6QE UK
To stop customs charges occuring when your parcel arrives in the UK, please wrIte on your parcel:
THIS IS AN INTERNATIONAL RETURN AND NO CUSTOMS DUTIES SHOULD BE CHARGED
How Do I Return My Item(s)?
1. Make sure all tags are still attached to your items and they are back in their original bag.
2. You have not worn the item(s) (please contact us about faulty items)
3. Please wrap items appropriately for transit to avoid damage to goods or boxes. Please do not stick labels or tape directly to the packaging of the product (e.g. shoe box ) as if tampered with in any way, we can no longer accept the return.
4. Please allow 3-5 working days once the goods have reached us, to give us time to process your return.
Consumer Contract Regulations
From 13 June 2014 the new Consumer Contracts Regulations - which implement the Consumer Rights Directive in UK law - apply to all purchases you make at a distance. The Distance Selling Regulations have been subsumed into this new piece of legislation.
The 14 working days starts from the day after you receive your order, we actually give you longer with 28 days to return an item/s to us.
We need written confirmation of cancellation from you, so you’ll need to contact us quoting your order number.
If you have already received your order, you will need to return all the items in the order.
The items must be in their original condition and will be inspected once we have received them. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
Returned Parcels with underpaid postage
If you the customer send any items back to us, you will need to do this at your own cost. If Urban Industry receives any parcel with unpaid postage, Urban Industry will deduct any charges from the refund amount due to you.
If you have any questions please contact our Customer Service Team on +44(0)1323 412444 / firstname.lastname@example.org