30-Day Returns
You have 30 days after receiving your item to request a return.
Return eligibility
To be eligible for a return, the item must be in the same condition in which it was received: unworn or unused, with tags, and in its original packaging. Proof of purchase is required.
To request a return, email customer.service@urbanshoes.es with your order number and reason for the return. Please do not send an item back before receiving return instructions.
Damaged, defective or incorrect items
Please inspect your order after delivery and contact us as soon as possible if the item is defective, damaged, or incorrect. Include your order number and clear photos when possible so we can review the issue.
Non-returnable items
Customized or personalized products and gift cards cannot be returned unless they are defective or incorrect. Items showing wear, damage after delivery, or use beyond normal inspection may not qualify for a return.
Exchanges
The simplest way to exchange an item is to request a return and, once the return is accepted, place a new order for the preferred item or size.
Refunds
After your return is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method. Your bank or card provider may require additional time to post the refund.
Questions
For return or refund questions, contact customer.service@urbanshoes.es.