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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).

CANCELLATION PERIOD

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:

  • 1. Inform us of your decision to cancel the contract. To do this, you can either complete our Cancellation Form or send us an email/letter clearly stating that you wish to cancel your contract. Either way, you must send your completed Cancellation Form or your email/letter to our Customer Services address before the end of the 14 day cancellation period.
  • 2. Send the products back to us to the address set out below in the "Returns by Post" section below in the standard returns and exchanges policy. You must do this no later than 14 days after you notified us of the cancellation. Again, weekends, bank holidays and public holidays are counted when you calculate the 14 days. For furniture, you must contact our Customer Services team to arrange a collection.
  • 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:

  • Swimwear and intimate apparel must be returned unworn and with the original packaging and tags in place.
  • Shoes must only be tried on a carpeted surface until you are certain you are keeping them.
  • In the interests of hygiene, cosmetics and pierced earrings cannot be returned.
  • 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.co.uk can be returned via:

  • POST - You can send the item(s) back to us.
  • STORE - Items can be returned to any Urban Outfitters store across UK and Europe.
  • 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.

    FAULTY ITEMS

    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.

  • UK Orders: We will then send you a free returns postage label.
  • European Orders: We will refund the postage cost you incur to return the item (up to the value of £10).
  • 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.

    EXCHANGES

    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:

  • 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.
  • RETURN FOR FREE WITH COLLECT +

    If you are a UK customer, you can return your Urban order free via any Collect+ parcel drop off point. They now have over 5,000 local shops to choose from nationwide. Visit their site here to find your nearest one.

    To return online purchases using this FREE and easy service, please follow the instructions below:

  • Complete the returns section at the bottom of your delivery note and put in your parcel.
  • Peel off the Collect+ returns label, attach it to your parcel, ensuring any original delivery labels are covered.
  • Simply take your parcel to ANY of the 5,000 local shops offering Collect+ services. You'll receive proof of postage and a code to track your return online. Please ensure you retain this proof of postage just in case.
  • You can then track your return using the code you are given on your receipt.
  • Your return will be processed the same as any other return, and it can take up to 28 days to be processed.
  • 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:

    COMPLETE:

  • RETURNS NOTE - Complete this section detailing which item(s) you are returning, quantity, and reason for return. Place in parcel with items being returned.
  • PACKAGE:

  • RETURNS LABEL - Attach label to the parcel.
  • If you do not have your returns label, please send your parcel to:
    Urban Outfitters Europe Returns
    1 Spire Road
    Rushden
    Northamptonshire
    NN10 0FN
    United Kingdom

  • SEND:

  • SECURE/TRACKABLE DELIVERY - We recommend you send your return using a secure or trackable method - i.e. Recorded/Special Delivery - and that you retain your proof of postage.
  • Until we receive your return to our warehouse, the items and their condition are your responsibility.

    What happens next?

  • EMAIL CONFIRMATION - We will send you an email to confirm your return has been received and refund processed. Please note returns can take up to 28 days to be processed.
  • REFUND PROCESSED - Your refund will be credited back via the original method of payment. Please allow up to 28 days for your refund to appear on your bank statement. Delivery Charges are non-refundable. If for any reason we are unable to issue a refund via the original method of payment, a credit for the amount due to be refunded will automatically be applied to your Urban Outfitters customer account.
  • 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:

  • Order Receipt E-Mail or Dispatch Email
  • Card used for original purchase - We can only refund to the card used for original payment.
  • PAYPAL ORDERS

    Orders paid for via PayPal can be returned via:

  • STORE - For an exchange or store credit.
  • POST - For a refund to your PayPal account (See 'Returns by Post' for instructions on how to send items back).

  • FURNITURE RETURNS

    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.

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