FAQ

Is returning free?

Returns are at your own expense, depending on the courier and the country from which you return your package...

What are the return conditions?

Our return policy guarantees that you can return your order within 14 days of receipt for any reason.

Items must be returned to us in an unworn and unwashed condition, suitable for resale with labels still attached.

Urban Clothing London cannot accept returns on purchased items during a sale. Items purchased during a sale can only be returned in exchange for another product or voucher.

Shipping costs for orders outside the UK are non-refundable.

How long does it take to exchange a product?

If you indicate that you want to exchange a product when registering your return, we will work on this immediately. This way, we can ensure that your exchange is completed within a few days.

What can I do if my exchange product is no longer available?

Ask the customer service team about the options. We will provide you with an update when we expect to be able to deliver the product. If you have already made your return and the product is sold out, we will contact you and work with you to find a solution.

Where can I find my order number to register my return?

Your order number can be found in the confirmation email you received after placing your order. This is a five-digit code. If you did not receive this email correctly, our customer service will be happy to help you.

Please note, you are responsible for the costs when actively refusing the package at the door! The packages are then destroyed by DHL and we cannot refund the total amount to you.

What should I do if a product is defective or damaged?

Unfortunately, sometimes a product is damaged during shipping or production. Of course, we are happy to resolve this with you. Send a message to Support@urbanclothinglondon.com with a photo of the complaint. Our customer service will work with you as soon as possible to find a solution.

What should I do if I want to return my order outside the return period?

Don't forget to deliver your return within the 14-day period before the return period expires. In the unlikely event that this does not work, we offer you the option to exchange the product for a replacement or a voucher. Ask our customer service for the options.

How long does a refund take?

We do our best to process returns as quickly as possible. After receiving your return in our warehouse, we will strengthen it within 10 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse. From then on, the 10 working days start. After the refund is made, you will receive a message about it. Please note that it may take up to 3 days for the refund to appear on your bank.