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Returns & Exchanges

How do I return any unwanted or unsuitable items?

First off, to make sure you can return any unwanted items as quickly and easily as possible, please be aware of the following:

  • Swimwear and intimate apparel must be returned unworn, with the original packaging and tags in place.
  • Shoes must 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.
  • All orders placed on www.urbanoutfitters.com/uk can be returned in the following ways:
  • Our gift cards are not returnable or refundable. All our gift cards last for two years from purchase, and can be used in multiple transactions until the credit runs out.

POST

To return an online purchase by post, just follow these instructions:
Fill in the returns note included in your package detailing which item(s) you are returning, the quantity, and the reason for your return. Place this in the package with the items being returned.

Orders which include full priced items will come with a complimentary returns label, which should be attached to the outside of your returns package. If you have lost your label or have placed a Sale order, please return to the address below:

Urban Outfitters Europe Returns
1 Spire Road
Rushden
Northamptonshire
NN10 0FN

We strongly recommend that you use a secure or trackable method of postage, i.e. recorded or special delivery, and that you keep hold of your proof of postage. Until we receive your return to our warehouse, the items and their condition remain your responsibility.

We'll send you an email to confirm your return has been received and that your refund has been processed. Refunds 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. If for any reason we are unable to issue a refund via the original method of payment, we will contact you to arrange an alternative. Delivery charges are non-refundable.

TO AN URBAN OUTFITTERS STORE

You can take your unsuitable or unwanted items back to any Urban Outfitters store across UK and Europe. To return an online purchase to store, please bring, along with the items(s) you want to return, the following:

Either your order confirmation email, order dispatch email or returns note.
The card used for purchase – we can only refund to the card used for original payment.
Items purchased in store will need to be returned to one of our stores directly, not sent to our warehouse.

With COLLECT +

If you are a UK customer, you can return your Urban Outfitters order free via any Collect+ 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 note and put it in your package.

Peel off the Collect+ returns label and attach it to your package, ensuring any original delivery labels are covered.

Take your package 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 until you have confirmation that we’ve received your item. You can then track your return using the code you are given on your receipt. Your return will be processed in the same way as any other return, and refunds will be made within 28 days.

To find your nearest Collect+ store, print a replacement label and view full terms and conditions please visit Collect+

How Do I Cancel My Order?

We start processing your order as soon as you submit it, so you will need to receive and then return the order. Find out about how to return items here.

To find out about cancelling your order under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, please see below.

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.
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 dispatch 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:

1.You place an order on 1 April.
2.We send you a dispatch confirmation email on 3 April. This is the date when the contract between us is formed.
3.You receive delivery of your products on 7 April.
4.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 at:

Urban Outfitters Europe Returns
1 Spire Road
Rushden
Northamptonshire
NN10 0FN
United Kingdom

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 to 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 that you send the products using a secure or trackable method, i.e. recorded or special delivery, and that you keep hold of 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 in our policy.

How do I return a faulty item?

If you’ve been unlucky enough to receive a faulty or damaged item, please contact us stating your Order Number and the nature of the fault.

UK Orders: We will then send you a free returns postage label.

European & International 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 date of delivery to return your order. For faulty items that have been worn/used or for returns outside our Returns Policy, please email us for further assistance. These may be accepted at the discretion of Urban Outfitters.

How do I return a PayPal order?

Orders paid for via PayPal can be returned via:
Store - For an exchange or store credit
Post - For a refund to your PayPal account please return your order via post as detailed in our returns policy.

How long do I have to return an item?

If you're not happy with your purchase, you have 30 days from the date of delivery to return your order to us for a refund. Items returned must be unworn and in resalable condition. Unfortunately, delivery charges are non-refundable.

How do I exchange an item?

You can post your item back and get an alternative size for free. Just get in touch with our Customer Services team and we can arrange this. You will be asked to place a new order, but don't worry - you won't have to pay postage again, as this will be deducted from your total at the checkout. We will then send you a freepost label so that you can return your initial 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 we’ve received it back, which will be within 28 days. This service is currently only available in the UK and is not applicable on sale items.

Alternatively, you may exchange your item at an Urban Outfitters store. Along with the item you wish to exchange, you will need to bring one of the following:

  • Order confirmation email - you will have received this at the time of ordering
  • Order dispatch email - you will have received this to confirm when your order was sent to you.
  • The returns note that was included in the package with your order.
£10 OFF £75/£15 OFF £100/£30 OFF £150 – ENTER CODE: BONUS
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