Refund policy
Returns Policy (online purchases only)
You have 14 days from the day you receive your order to start a return through our online Portal. Please start every return in the portal rather than posting items back without one, so we can match your parcel to your order.
What you can choose: an exchange (different size, colour or item), store credit, or a refund to your original payment method.
Eligibility. Items must be:
- Unworn and in original condition
- Returned with all original tags attached
- Free from deodorant marks, stains or pet hair
- Free from odours (aftershave, detergent or otherwise)
- Footwear: in the original box, with no wear on the soles
Free returns with Checkout+. If you added Checkout+ at checkout, your return label is free on any eligible return, whether you choose an exchange, store credit or a refund.
UK returns without Checkout+. Exchanges and store credit are always free: no return postage and no re-delivery fee on exchanges. For refunds, a £3.95 return postage fee is deducted from your refund when you use our prepaid label.
International returns. We now accept returns from outside the UK through the Returns Portal. Without Checkout+, return postage is paid by you; the cost is shown in the portal before you confirm and deducted from your refund or credit. With Checkout+, your label is free.
Exchanges are usually turned around within 1-2 working days of your return reaching us. If your size isn't showing, request it anyway, as we may be able to pull stock from reserves. If we can't fulfil the exchange, we'll refund the returned item instead.
Refunds are issued to your original payment method within 2 working days of your return reaching us. Your bank or card provider may take up to 5 further working days to release the funds. If you return part of an order bought with a promotion or discount (including free shipping), the discount will be adjusted in line with its terms.
Damaged, faulty or wrong items. Please inspect your order on arrival. If something is damaged, faulty or not what you ordered, start a return in the portal, choose the reason that fits and upload photos. We'll cover the return postage. We can't accept returns on items that become damaged after being worn.
Non-returnable items. For hygiene reasons we can't accept returns on swimwear, underwear, socks or masks. Custom and personalised items (such as special orders) can't be returned.
This policy covers online purchases only; in-store purchases have a separate policy. Returns can only be made by the original buyer. Questions? Contact us here: https://www.urbanmenswear.co.uk/pages/contact-us
