CANCELLATIONS, RETURNS & EXCHANGES
1. CANCELLATIONS - YOUR RIGHT TO CANCEL
Please note that this right to cancel is additional to your other statutory rights as a consumer and our standard returns and exchanges policy below.
If you are a consumer (i.e. you are not a business and you are not purchasing products from us for purposes which are wholly or mainly in connection with any business you may have or trade you run), you have the right to cancel the contract formed with us when you purchased products on the Site. You can cancel the contract for any reason and at any time within the cancellation period (see below).
The cancellation period starts when we send you the despatch confirmation email (this email indicates that your order has been accepted by us and, therefore, that a contract has been formed between us) and ends 14 calendar days after the day on which the product(s) is/are delivered to you. If you ordered multiple products in a single order and we ship those products in separate deliveries to you, the cancellation period will end on the 14th day starting from the day after you received the last of the products in that order.
Calculating the cancellation period can be tricky, so here is an illustration to help you figure out how long you have:
- You place an order on 1 April.
- We send you a despatch confirmation email on 3 April. This is the date when the contract between us is formed.
- You receive delivery of your products on 7 April.
- The period for cancelling the contract starts on 3 April and ends on 21 April (i.e. it ends 14 calendar days starting from the day after delivery). Weekends, bank holidays and public holidays are counted when you calculate the 14 days.
HOW TO EXERCISE THE RIGHT TO CANCEL
To cancel a contract as above, you need to:
Please note that if you cancel the contract, you will have to pay the cost of returning the relevant products to us. Please also note that if you cancel the contract the products must be returned by post and cannot be returned in store.
We are not obliged to give you a refund until we receive the products back from you or we receive evidence from you that you have sent them back to us. We strongly recommend you send the products using a secure or trackable method - i.e. Recorded/Special Delivery - and that you retain your proof of postage.
WHAT HAPPENS NEXT?
Provided that you have cancelled the contract as above and we have received the products back from you (or you have provided us with evidence that you have sent the products back to us) within 14 days of cancelling the contract, we will reimburse all payments received from you in respect of the products including delivery charges up to the value of the least expensive type of standard delivery offered by us. We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of unnecessary handling by you (for example, if you have handled the products beyond the sort of handling that might reasonably be allowed in a shop).
The reimbursement will be paid (using the same means of payment that you used for the original transaction) within 14 days after receiving the returned products or the evidence that the products were sent. In the case of products that we have agreed to collect (i.e. furniture), the reimbursement will be paid within 14 days after the day you notified us of the cancellation.
Please note that this cancellation right does not apply to: (1) any personalised products; (2) any products made to your specifications; (3) any audio/video recordings or computer software supplied to you in sealed packs that are unsealed after delivery; or (4) other products which we have specified as non-returnable.
2. URBAN OUTFITTERS' STANDARD RETURNS POLICY
Please note that this refund policy is additional to the right to cancel set out above.
If you are not satisfied with your purchase, you have 30 days from the shipped date to return your order to us for a refund. Items returned must be unworn and in resalable condition. Delivery Charges are non-refundable.
Please note, in order to process your return or exchange we request that:
In order to save you time and ensure your refunds/exchanges are processed quickly and efficiently, please see the returns procedure below.
HOW DO I RETURN ANY UNWANTED OR UNSUITABLE ITEMS?
Items purchased in store can't be returned to our warehouse, they will need to be returned to one of our stores directly.
All orders placed on www.urbanoutfitters.com/uk can be returned via:
Along with the item you wish to return in store you will need to bring any of the following:
Order Receipt E-Mail - You will have received this at the time of ordering.
Dispatch Email - You will have received this to confirm that your order has been shipped.
If you paid for your order via PayPal, please view section regarding PayPal Orders.
Please note: We are unable to accept returns for items purchased on the U.S. website - View Urban Outfitters US Returns / Exchange procedure.
Please carefully check your items once they have arrived. Should you receive a faulty/damaged item please email us stating your Order Number and the nature of the fault.
You have 30 days from the shipped date to return your order.
For faulty items that have been worn/used or returns outside our Returns Policy, please email us for further assistance. These may be accepted at the discretion of Urban Outfitters.
So you've received your new item of clothing but it doesn't fit! Fear not, we've got a great new service which means you can post your item back and get an alternative size for FREE! Simply email us to arrange. You will be asked to place a new order, don't worry you won't have to pay postage again, this will be removed from your bill at the checkout. We will then organise a freepost label to be sent to you so that you can return your item.
Please note that we can only exchange an item for the same style in a different size and that you will receive your refund for the original item once the item is received with us, which in total can take up to 28 days. This service is currently only available in the UK.
Alternatively, you may exchange your item at an Urban Outfitters store.
Along with the item you wish to exchange, you will need to bring any of the following:
RETURN FOR FREE WITH COLLECT +
If you are a UK customer, you can send back your Urban Outfitters order free via any Collect+ parcel drop-off point. Just use the Collect+ free returns label in your parcel. There are over 5,000 local drop-off points to choose from nationwide; find your nearest one here.
To return online purchases using this FREE and easy service, please follow the instructions below:
To find your nearest Collect+ store, print a replacement label and see our full terms and conditions please visit www.collectplus.co.uk/urbanoutfitters
RETURNS BY POST
To return an online purchase, please follow these instructions:
Urban Outfitters Europe Returns
1 Spire Road
Until we receive your return to our warehouse, the items and their condition are your responsibility.
What happens next?
RETURNS TO STORE
To return any item(s) purchased online from www.urbanoutfitters.com/uk to an Urban Outfitters store for a refund, you will need your:
Orders paid for via PayPal can be returned via:
Ok so it's not quite how you expected, no worries. Please see below for our furniture returns process.
Damaged (By Urban Outfitters / Martin Bros)
We make every effort to ensure damages do not happen, Martin Bros even wrap product in blankets before loading! However if you find your item broken or damaged please call customer services on +44 (0) 845 330 1288 who will liaise with Martin Bros to arrange collection. You will not pay for the faulty/damaged item or return collection charge.
You don't like your new item
If you don't like/want your item then you will need to call customer services who will pass your details on to Martin Bros to arrange collection with you.
Collection is charged at 50% of the original delivery rate.
You must return your item within 30 days of the dispatch date (stated on your dispatch note).
I missed my delivery
Martins normally make two attempts to make a delivery of collection. If un-successful after that Martins will call you to say they are experiencing difficulties and may suggest returning the good to the Urban warehouse.Return to Help/Info
Shopping In Urban Outfitters Hong Kong
Returns and Exchanges Policy
(Applicable on items solely purchased in Urban Outfitters, Lab Concept Hong Kong Only)
Thank you for shopping with us.
Okay, we know how these things go and so we are pleased to offer an exchange (subject to stock availability) or refund on any refundable items as long as you have your original invoice and are within 30 days of your purchase date. Items must be in Sellable condition.
Sellable conditions mean that the items: must not have been washed or altered in any way and must carry the original price tags and labeling and in the case of shoes dust bags and boxes should be returned.
Please note however that we do not offer exchanges on pre-sale and sale and certain items for hygiene reasons.
Please contact our customer service team if you have any questions on this policy by emailing us at UrbanOutfittersInfo@labconcepthk.com
Items purchased at www.urbanoutfitters.com cannot be returned or exchanged in our Lab Concept store.