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Returns & Exchanges

How do I return unwanted or unsuitable items?

If you simply change your mind about the item you have bought from us online, you can return it to us for a refund (the initial delivery charges are non-refundable) or an exchange within 30 days from date of dispatch (not order date).

Items must, however, be in a resalable condition and:

  • 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.
  • Cosmetics and pierced earrings cannot be returned for hygiene reasons.

This does not affect your statutory rights in respect of faulty or damaged products or your cancellation rights. If the item you have bought is faulty, damaged or incorrect, please see What are my consumer rights if items are faulty?. If you wish to exercise your cancellation right, please see How do I cancel my contract?

Please also note that 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 - For more information, please click here.

All orders placed on www.urbanoutfitters.com/uk can be returned in the following ways:

POST

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.

We will now be offering free UK returns. All orders will come with a complimentary returns label, which should be attached to the outside of your returns package. If you have lost your label, please contact our Customer Services team who will be happy to help.

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; please note orders placed in GBP must be returned to a UK store and orders placed in Euro's to a European store, excluding concessions. Please note that this does not include concession stores. To return an online purchase to store, please bring, along with the items(s) you want to return, the following: (i) your order confirmation email, order dispatch email or returns note; and (ii) 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.

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 based 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 Collect+, 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 contract?

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 www.urbanoutfitters.com/uk. You can cancel the contract for any reason and at any time within the cancellation period (see below).

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 the item you have bought is faulty or damaged, please see What are my consumer rights if items are faulty?.

HOW DOES THE CANCELLATION PERIOD WORK

The cancellation period starts when we send you the dispatch confirmation email 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 dispatch confirmation email on 3 April.
  • 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 CANCELLATION RIGHT

To cancel an online order, just follow these instructions:

  • Let us know you are planning to cancel. 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.
  • Send the relevant 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 bespoke and customised products; (2) any products which will deteriorate or expire rapidly; (3) any audio/video recordings or computer software supplied to you in sealed packs that are unsealed after delivery; or (4) products supplied to you sealed for health protection or hygiene reasons that are unsealed after delivery (e.g. cosmetics, swimwear and intimate apparel).

What are my consumer rights if items are faulty?

The UK Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your item you’re entitled to the following:

up to 30 days If your goods are faulty, you can get a refund.
up to 6 months If it can't be repaired or replaced, then you're entitled to a full refund in most cases.
up to 6 years If the goods do not last a reasonable length of time you may be entitled to some money back.

Please note that this is just a summary of some of the key rights provided by the UK Consumer Rights Act 2015 and does not affect your statutory rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call the Citizens Advice consumer helpline on 03454 04 05 06.

If you’ve been unlucky enough to receive a faulty, damaged or incorrect item, please contact our Customer Services team as soon as possible 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 reply to your email as soon as possible, with more information and details of your next steps.

If a dispute cannot be resolved you have the right to take legal action. Note that in addition to taking your claim to court, you may also consider using a certified alternative dispute resolution provider such as the Retail Ombudsman (www.theretailombudsman.org.uk). We are not obliged to submit to the Retail Ombudsman’s dispute resolution process (or any other alternative dispute resolution provider).

In addition, please note that disputes may be submitted for online resolution to the European Commission’s Online Dispute Resolution Platform.

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.
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