Please read our refunds and returns policy carefully. If you have any questions, feel free to reach out to us via the Contact Us page or email at Contact@urbaan.co.uk.

THE PRODUCT NEVER ARRIVED:

Our estimated shipping time is within 3-5 working days, excluding 1-2 working days for preparation and dispatch. If your product has not arrived within 7 days, please allow one additional day due to possible delays caused by weather, mail issues, or customs. If your product has not arrived after 8 days, we will issue a 100% refund or send you a replacement as per your preference.

DAMAGED ON ARRIVAL:

If your product arrives damaged, please take clear photos and videos and email them to our customer support at Contact@urbaan.co.uk. Upon verification and confirmation by our team, you will have two options:

  • Receive a replacement.

  • Get a 100% refund.

DEFECTIVE OR BROKEN AFTER USE:

You have 30 days from the product’s arrival to report any issues. If the product becomes defective or stops working during this period, you can return it, and we will issue a 100% refund.

CHANGE OF OPINION:

You have 30 days after receiving your product to return it. Please note:

  • Products must be unused, unwashed, and in their original packaging.

  • Contact us at Contact@urbaan.co.uk to initiate the return process and receive the return address.

EXCHANGE:

If you wish to exchange your product, you have 30 days to do so. The product must be unused and in its original packaging. Contact our support team at Contact@urbaan.co.uk for assistance with the exchange process.

WRONG PRODUCT:

If you receive the wrong product, you have 30 days to return it. We will:

  • Issue a 100% refund, or

  • Send you the correct product.

REFUNDS:

Refunds will be issued to the original payment method used for the order. You will receive the refund within 48 hours after we have received and processed your return. Please note that your bank or credit card company may take additional time to process and post the refund.

CHARGE-BACKS & DISPUTES:

Before initiating a charge-back or payment dispute, please contact us at Contact@urbaan.co.uk. Most issues can be resolved directly. Charge-backs or disputes freeze funds and disable our ability to issue refunds or credits.

RESERVATION OF RIGHTS:

We reserve the right to limit, refuse, or reject returns from customers with:

  • Excessive or irregular return histories indicative of “wardrobing.”

  • Returns involving worn, altered, laundered, damaged, or missing items.

  • Potentially fraudulent or criminal activity.

We also reserve the right to refuse service (in-store or online) to customers engaging in the above activities. Non-urbaan items sent to our distribution center will be discarded upon receipt.

RETURN PROCESS:

Follow these steps to register your return:

  1. Email us at Contact@urbaan.co.uk including the reason for the return.

  2. Wait for our confirmation email, which will include the return address.

  3. Send the product(s) back to our warehouse.

NEED HELP?

If you need assistance, feel free to contact us:

  • Monday – Saturday 9 AM to 8 PM
  • Support Mail : Contact@urbaan.co.uk
  • UK Office : 333 Edgware Road, London, England, NW9 6TD, United Kingdom
  • Phone Number : +447307094793