Refund policy

At Urban Clothing & Shoes, customer satisfaction is one of our top priorities. We want you to shop with confidence, which is why we offer a clear and transparent return and refund process. Please read this policy carefully before placing an order.

14-Day Return Window

Customers may request a return within 14 calendar days from the date their order is delivered.

To be eligible for a return, the product must meet all of the following requirements:

Unused and unworn
In its original condition
Returned with the original packaging, tags, and accessories (if applicable)
Free from damage, stains, or alterations caused by the customer
Accompanied by proof of purchase or order confirmation

Items that do not meet these conditions may not qualify for a refund or exchange.

Items Not Eligible for Return

For hygiene, safety, and quality assurance reasons, the following items cannot be returned or refunded:

Shoes that have been worn or used outdoors
Products damaged due to misuse, negligence, or improper care
Clearance, final sale, or specially discounted items marked as non-returnable
Products returned without original packaging or proof of purchase
Items returned after the 14-day return period

How to Request a Return

To initiate a return, please contact our customer support team with your order information.

When contacting us, please include:

Your order number
Your full name
The reason for the return
Photos of the item if it is defective, damaged, or incorrect (when applicable)

After reviewing your request, our team will provide instructions for completing the return process.

Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If approved:

Your refund will be issued to the original payment method used during checkout.
Refunds are typically processed within 3 business days after approval, although the time required for the funds to appear in your account may vary depending on your bank or payment provider.

Return Shipping Costs

Unless otherwise required by applicable law:

Customers are responsible for return shipping costs for eligible returns.
Original shipping charges, if any, are generally non-refundable.

If the return is due to an error on our part, such as receiving the wrong item or a product that arrives damaged, Urban Clothing & Shoes will work with you to provide an appropriate resolution.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery.

To help us investigate the issue quickly, please provide:

Your order number
Clear photographs of the product
Photos of the shipping packaging
A brief description of the problem

Our team will review your claim and determine the most appropriate solution, which may include a replacement, exchange, or refund where applicable.

Exchanges

Eligible products may be exchanged depending on current stock availability.

If you wish to exchange an item for a different size or eligible replacement, please contact our customer support team for assistance before returning the product.

Late or Missing Refunds

If you have received confirmation that your refund has been processed but have not yet received the funds:

Check your bank account again.
Contact your credit card company or payment provider, as processing times may vary.
Speak with your financial institution if additional time has passed.

If you still require assistance, please contact our customer support team.