Urban Industry

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How long do I have to return an item?

When you return an item you have two options:

REFUND to original payment method ie, card, paypal account etc (please be aware this can take up to 5 days depending on your bank)


EXCHANGES We do offer exchanges. We will only exchange the same item originally bought for an alternative size. We do not hold stock so can only exchange an item if its in stock at point of processessing the return.

How long 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 full refund.

Conditions of return

Please make sure the item is not visibly worn, damaged, marked in anyway 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 an exchange or refund if reasonable steps are not taken. All items 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.

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 be 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 items 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 a you can handle the goods is the same as it would be if you were assessing them in a shop.

International returns

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.

Returns Address:
Urban Industry
Unit 2 Park View
Alder Close
East Sussex


Using our Free UK Returns service

Royal Mail Return Service

Royal Mail 48 Tracked Returns
Just follow these steps to produce a returns label:

1. Go to the royalmail website http://www.royalmail.com/track-my-return/create/836 and follow the simple steps on there to print out a Royal Mail Tracked Returns label.

2. Place the Royal Mail label on the outer packaging (not your items)

3. Take your parcel to your nearest Royal Mail post office www.royalmail.com/branch-finder


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. Do not stick any of Urban Industry's invoices or labels to your items

4. Put all item(s) to return back either into their original box or another suitable container that will protect your item(s) of clothing.


If you have any questions please contact our Customer Service Team on 01323 412444 / returns@urbanindustry.co.uk