Please contact us within 30 business days of receiving the item, citing your order reference number and nature of the return and we can guide you through the returns process.
What are my options when returning an item?
If defective – refund back to your original payment method, store credit or exchange (depending on stock availability).
Have you received my return?
Once received, your request will be processed within 2-4 business days to when it is received. For refunds, please note that your financial institution may need 3-5 business days to clear the funds back into your account.
What is UrbShop’s return policy?
Item(s) must be returned within 30 business days to when it is received.
Item(s) must be unworn and unused with the original tags still attached.
Item(s) must be in the original packaging.
If you are returning the item on the basis of a damage/defect we will cover the cost of postage.
What if the item is faulty?
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact us so we can guide you through the returns process and help resolve the problem. Please note that we’ll need a photo or two showing the defect/fault, which will speed up the returns process for you.
What if I don’t have the original packaging?
If you are missing our delivery box or satchel, use a similar sized cardboard box or delivery satchel. Please keep in mind that you are responsible for safely packing your returns so we receive the item in their original condition.
We reserve the right to refuse a return if the policy is not adhered to.
What if the item I received is not what I ordered?
Please contact us so we can arrange for the correct item to be delivered.
When will I receive my refund?
Once the return is received, your request will be processed within 2-4 business days. Please note that your financial institution may need 3-5 business days to clear the funds back into your account.
Don’t forget – we send you emails along the way so keep an eye out on your inbox (including your junk/spam folder).
How will I be refunded?
You will be refunded the same way you paid, credited into the same account your payment came from.