UK Returns

How to return items to us:

We Have 4 Great Ways to Return Items.

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. Print the provided Royal Mail label and drop it off at a Post Office.
  5. You can of course use our own method to return your items back to us. Please follow the instructions to point 3 and then ship back to the address below.

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. During busy periods this process time may become slightly longer but please rest assured we will process returns as soon as we can.

 

1. Make Sure Your Exchange Doesn't go out of Stock...

Choose Instant Exchange!  

  • We’ll pre-authorise £1.00 on your card so we can send your exchange item out right away. 
  • Post your return back to us within 14 days and the pre-authorisation will be voided. 
  • If after 14 days you have decided not to return the original item, we will charge your card for the value of the item.

 

Shop Now and Receive More!

Turn your return into something new and receive an additional £2.95 added to your return credit. (This covers the cost of standard shipping for your new order with us)

• Simply select the Shop Now feature and use your return credit to make a new purchase.
• 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 mailorder@urbanindustry.co.uk to request the number.
• Send your parcel with the provided Royal Mail label (If you choose this method.)
• Please allow us up to 2 - 3 working days to process your once your return arrives with us. We will contact you by email to confirm completion of your return.

 

Receive Store Credit to Spend at a Later Date.

No problem at all, you can opt for store credit in the returns portal.

We offer a free returns service with Royal Mail if you select store credit.
You will also receive an additional £2.95 to spend towards your next purchase! (This covers the cost of standard shipping for your next order with 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 mailorder@urbanindustry.co.uk to request the number.
• Send your parcel with the provided Royal Mail label (If you choose this method.)
• Please allow us up to 2 - 3 working days to process your store credit once your return arrives with us. We will contact you by email to confirm completion of your return.

 

Returning For An Exchange?

Exchange requests are free of charge. This includes no return shipping fee and no fee for the delivery of your exchange request.

Once you have booked your return on our online returns portal you will be emailed a Royal Mail returns label, you'll need to print this off and drop your parcel off to any Post Office or a Parcel Postbox. 

  • You can exchange your item/s for a new size and/or colour or a new product entirely.
  • If your exchange request is more expensive than the original item, you’ll be directed to input your payment details on the return portal. 
  • If the exchange item is cheaper than the returning item, you can select the remaining value to be refunded back onto the original payment method, or have the value sent to you as store credit to be used online at urbanindustry.co.uk. 

Stock for exchange requests are not reserved once booked so we recommend posting your return back to us as soon as possible to ensure stock availability. 

If you've requested item is out of stock when your return arrives, we will issue a refund and will email you to let you know.  

Returning For A Refund?

No problem at all, you can opt for a refund in the returns portal

We offer a return shipping service with Royal mail at a cost of £2.70. If you choose to use this service we will deduct this amount from your refund, unless your item was faulty or an error has occurred. In such an instance please contact us by email to arrange a free return. We cannot reimburse return shipping costs if items have been returned without contacting us first. You can of course use your own method to return items to us and you are in no way obligated to use our subsidised Royal Mail service. 

  • 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 mailorder@urbanindustry.co.uk to request the number.
  • Send your parcel with the provided Royal Mail label (If you choose this method.)
  • Please allow us up to 2 - 3 working days to process either your refund or exchange once your return arrives with us.  We will contact you by email to confirm completion of your return. 

    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.
    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. 

      Returns Address

      Please send all returns to the address below:
      Urban Industry, Unit 2 Park View, Alder Close, Eastbourne, East Sussex, BN23 6QE, United Kingdom.

      Notifications, Exchanges And Refunds.

      We will be in touch by email once your return has arrived and is in processing. Please allow 2-3 working days for the parcel to be returned to us and a further 2 days for us to process your return. During peak periods such as Black Friday and Christmas returns please allow 3-5 working days for your return to be processed.
      If we are able to fulfil your exchange, we will send you an email to confirm that this has been swapped and shipped. We will look to use the same delivery method and delivery address as your original order. Due to the quick turnaround on exchanges we are not always able to make changes. If you would like to have your exchange delivered to a different address please contact our customer services team on mailorder@urbanindustry.co.uk or through our live chat system on the website.
      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 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.

      Cancellations

      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.