Refund & Cancellation Policies

  • After 24 hours since the order has been placed, you will NOT be able to choose any refund or replacement if the reason is that you no longer want an item.
  • Only items purchased directly from Urban Shoes will be accepted. For products purchased from authorized stores, please contact them directly for returns.
  • In the event that the item is defective, you have 5 days to contact us and 14 days to return it from the date it was received. If this item is in your possession more than 5 days, it is considered used and we will not issue you any refund or return.
  • You will NOT be able to opt for any refund or replacement if the reason is that you have made an error in choosing the size of the garment or the number of garments. That also includes size conversion. In the case that the order comes from Europe, we have to do a size conversion since our factories are in Asia and the sizes are smaller there, the difference is two sizes to be exact. This means, for example, one European M equals XL).
  • You will NOT be eligible for any refund or replacement if you have made a mistake in putting the shipping address.
  • To make the return, the item will be sent to our warehouses abroad. Buyer pays return shipping fee in all situations except the product is defective.
  • Indicate your order number and the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.
  • Returned items must be in their original packaging, including accessories, manuals and documentation.
  • The returned items must be unused, in the same conditions in which we send them to you and in their original packaging. Stains or visible damage to the product will not be accepted. If the condition of the product returned to us is not acceptable, we reserve the right not to refund or exchange. Products that have been personalized cannot be refunded or exchanged.
  • Non-returnable items include items purchased through retailers, incorrect products purchased, and products damaged through customer mishandling.
  • Returns made without receipt can be rejected. Urban Shoes reserves the right to reject any return.

 

WHAT HAPPENS IF THE ITEM (S) I RECEIVE IS DEFECTIVE / INCORRECT / DAMAGED?
Did you receive a defective unit or the wrong product? 
Get in contact with our customer service team. Please include the following information: 
 Order number.
Any type of proof that you have made such an order.
Product video or photo.
 Full delivery address.
 Contact phone number.
 
HOW LONG DOES THE RETURN PROCESS TAKE?
Processing returns may take up to 14 business days from the date we receive your return. We will send you an email to confirm once your return has been processed.

For returned items, a full refund will be credited for defective products

WHEN DO I RECEIVE THE REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 14 business days of receipt of the returned item or cancellation request. Contact the card issuing bank if you have questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here is what you should do:

Contact the bank / credit card company. It may take some time before the refund is posted to your account.
 
HOW DO I CHANGE OR CANCEL MY ORDER?
Contact us as soon as possible if you need to modify or cancel your order. Be sure to provide your order number and the modification you wish to make and we will confirm it once the modification has been made. Please note that any order that has already been packaged or shipped cannot be modified or canceled.
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