UK Returns

Extended Christmas Returns Policy: Any orders placed from the 4th November 2024 can be returned up until the 12th of January 2025.

Please note: All of our items have been hand measured by our team so these are all accurate for each individual item. Check out our size guides before ordering to get the right size for you. If you need any further help with sizing, send us a message and we'll be happy to help!

How to return items to us:

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.

  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. Take this to your local Post Office to send this back to us.

We try to process all returns as quickly as possible, however, please allow 2-5 working days for the parcel to be processed and refunded. We will contact you by email to confirm that your return has been processed. During high volume return periods, please allow us up to 7-10 working days for your return to be fully processed and refunded.

We Have 4 Great Ways to Return Items.

  1. Make Sure Your Item Doesn't go out of Stock...Choose Instant Exchange!  
  • We’ll pre-authorise the funds on your card so we can send your exchange item out right away. 
  • You then have 14 days to return the original items back to us.
  • Once the original items are back and this has been processed by our team the holding funds will be released back to your card. (Usually within 2-3 working days of the return being delivered)
  • The return parcel needs to be delivered back to us within 14 days for the pre-authorisation to be voided. 
  • If the original item has not been received after 14 days, we will charge your card for the value of the item.
  1. Shop Now and Purchase Something New!

Simply select the Shop Now feature and use your return credit to make a new purchase for your new item.

  1. Receive Store Credit to Spend at a Later Date.

    Not sure what you would like to purchase at this time? No problem, select Store Credit to spend towards your next purchase!

Please note: If you have selected Store credit you will receive a Gift voucher. If your Gift voucher has been created and we've emailed it to you will no longer be able to change your mind and ask for a refund. So please only select store credit if you are 100% sure. Your store credit code is valid for 1 year from the creation date.

  1. Returning For A Refund?

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

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. We try to process all returns as quickly as possible, however, please allow 2-5 working days for the parcel to be processed and refunded. We will contact you by email to confirm that your return has been processed. During high volume return periods, please allow us up to 7-10 working days for your return to be fully processed and refunded.

Returns Policy

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.

Extended Christmas Returns Policy: Any orders placed from the 4th November 2024 can be returned up until the 12th of January 2025.

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 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 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 will be returned to you at your own cost. 

If you return an order back to us using our subsidised Royal Mail Tracked 48 return service but we have not received this back, we will be required to open a full investigation with the courier. The customer must provide a proof of postage receipt for us to start the investigation. The customer is responsible for the return until this has been received back successfully in our warehouse.

If there are any discrepancies in your receipt, return label, tracking, weight of return or the address has ben changed,  Urban Industry will not be held responsible for your return and no refund will be issued. We do not tolerate fraudulent activity and if there any discrepancies this will be escalated further.

" We work closely with the Royal Mail Fraud Team who have access to a wealth of information about each parcel that travels back through the postal system in order to identify well documented attempts at returns fraud. "

Returns Address

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

Notifications, Exchanges And Refunds.

Please allow us 2-5 working days for the parcel to be processed and refunded. We will contact you by email to confirm that your return has been processed. During high volume return periods please allow us up to 7-10 working days for your return to be fully processed and refunded. If we are able to fulfil your exchange, we will send you an email to confirm that this has been processed for you. Your exchange order will be dispatched using our Royal Mail 2-3 working day service. If your exchange is no longer in stock we will issue you with a refund for your return and confirm via email. All refunds are final and cannot be reversed. If we are 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. 

Faulty Goods

The customer must inform us if there are any damaged or faulty items inside your parcel within 24 hours of the parcel being delivered. The item/s may need to be returned to us and must come back to Urban Industry in original condition ie, unworn, unwashed, tags attached etc.

Please contact Customer Services immediately so we can help resolve the issue.

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.

If an item has been received faulty or becomes faulty after wear, please contact us as soon as this becomes apparent. If the item is deemed as faulty and is able to be returned back to us for a warranty claim, we will provide a free returns label to UK customers and agree to cover sufficient postage for our international customers. If a faulty item is returned back to us without speaking with us first we will not be able to honour the free postage or cover any returns costs that you pay.

Cancellations

If you want to cancel your order please notify us asap. If the cancellation is requested before your order is dispatched we will issue a full refund upon your instruction. If you notify us that you wish to cancel your order after it has dispatched we are unable to process this. If this is the case you can return your order using the returns information above.