Returns & Refunds Policy
At UrbanGooods, we want you to love every piece you order. If something isn't quite right, we're here to help make returns and refunds as simple as possible.
28-Day Return Window
You have 28 days from the date you receive your order to return any items you're not completely happy with. We believe this gives you plenty of time to try on your new pieces and decide if they're right for you.
Conditions for Returns
To ensure we can process your return quickly and issue your refund, please make sure your items meet the following conditions:
Unworn and unwashed: Items must be in their original condition, unworn, unwashed, and unaltered.
Tags attached: All original tags, labels, and packaging must still be attached.
Proof of purchase: Please include your order confirmation or receipt with your return.
Original packaging: Where possible, return items in their original packaging to prevent damage during transit.
Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned or exchanged once opened or worn:
Important: These items are excluded from our returns policy for health and hygiene reasons.
Swimwear and beachwear: Unless the hygiene seal is intact and unbroken.
Underwear and lingerie: Unless the hygiene seal is intact and unbroken.
Pierced jewellery and earrings: For hygiene and safety reasons.
How to Return Your Order
Step 1: Contact our customer service team at returns@urbangooods.co.uk with your order number and the items you'd like to return. We'll send you a returns authorisation and instructions.
Step 2: Carefully package your items in their original packaging (if possible) to prevent damage during transit.
Step 3: Send your return via Royal Mail or Evri. We recommend using a tracked service for your peace of mind. Please retain your proof of postage until your refund has been processed.
Step 4: Once we receive and inspect your return, we'll process your refund within 5-7 working days.
Return Address: Your returns address will be provided in your returns authorisation email. Please do not send items back without contacting us first.
Return Costs
You are responsible for the cost of returning items to us, unless the item is faulty or we've sent you the wrong item. We recommend using a tracked postal service to ensure your return reaches us safely.
Refund Timeline
Once we receive your returned item(s), we'll inspect them to ensure they meet our return conditions. If everything is in order, we'll process your refund within 5-7 working days. Your refund will be issued to the original payment method used at checkout. Please allow an additional 3-5 working days for the funds to appear in your account, depending on your bank.
Exchanges
We don't currently offer direct exchanges. If you'd like a different size or colour, please return your original item for a refund and place a new order for the item you'd prefer. This ensures you get exactly what you want as quickly as possible.
Faulty or Incorrect Items
If you've received a faulty or incorrect item, we sincerely apologise. Please contact us at support@urbangooods.co.uk within 28 days of receiving your order, and we'll arrange a free return and full refund or replacement. We'll also cover the cost of return postage in these cases.
Need Help?
If you have any questions about our returns and refunds policy, or need assistance with a return, our friendly customer service team is here to help. Email us at hello@urbangooods.co.uk or call us on 020 1234 5678 (Monday to Friday, 9am-5pm GMT).
