Urban Return Policy

Navigating a store’s return policy can sometimes feel confusing. But knowing the details of your favorite retailer’s Urban Return Policy can save you time, money, and frustration. This guide breaks down everything you need to know, from time limits to condition requirements, so you can shop with confidence.

We’ll cover the step-by-step process for both online and in-store returns. You’ll learn about refund methods, restocking fees, and what to do with final sale items. We also include tips to make your return go smoothly and answer the most common questions.

The official Urban Return Policy is designed to be flexible for customers. In most cases, you have 30 days from the date of purchase to return items for a refund or exchange. The items must be in their original, unworn condition with all tags attached. This policy applies to purchases made both online and at physical Urban stores.

It’s important to check your receipt or order confirmation for the exact purchase date. The 30-day window is strict, so don’t wait until the last minute. Starting the process early gives you plenty of time to gather what you need.

What Items Can Be Returned?

Most items from Urban are eligible for return. This includes clothing, accessories, shoes, and home goods. As long as the product is in its original state, you shouldn’t have a problem. The store wants you to be happy with your purchase.

Clothing with tags attached and no signs of wear.
Shoes in the original box, without scuffs or dirt.
Accessories with all packaging and protective coverings.
Home decor items that are unused and undamaged.

What Items Are Final Sale?

Some products are marked as final sale. These cannot be returned or exchanged. This is a key part of the Urban Return Policy to understand before you buy.

Items clearly marked “Final Sale” on the receipt or website.
Gift cards and e-gift cards.
Opened cosmetics or fragrances for health reasons.
Swimwear if the hygiene liner has been removed.
Personalized or altered items.

Always double-check the product description for a final sale note. If your unsure, contact customer service before placing your order.

Condition Requirements for Returns

The condition of your item is the most important factor for a successful return. Urban reserves the right to refuse returns that don’t meet their standards. Here’s what they look for.

All Original Tags: The garment’s tags must be attached and intact.
Unworn & Unwashed: No deodorant marks, perfume smells, or wrinkles from trying on.
Original Packaging: Shoes need their original box. Electronics need all manuals and parts.
Undamaged: No stains, tears, or missing buttons.

When in doubt, treat the item as if you’re going to return it. Keep it in a safe place away from pets or potential spills.

Time Limits and Deadlines

The standard return window is 30 days. However, there are exceptions. During the holiday season, the policy is often extended for purchases made in November and December. This extension usually gives until the end of January to make returns.

Check the website’s policy page in late fall for the official holiday announcement. Remember, the clock starts on the day your order ships or the day you buy in-store. Don’t rely on when you received it.

How to Return an Online Purchase

Returning something you bought online is straightforward. You have two main options: returning by mail or returning in-store. Here’s a step-by-step guide for both.

Option 1: Return by Mail (Using a Prepaid Label)

Initiate the Return Online: Log into your account on Urban’s website. Go to “Order History” and select the item(s) you wish to return.
Choose a Reason & Method: Select your reason for the return and choose the mail option. You’ll get a prepaid return shipping label to print.
Pack the Item Securely: Place the item with all tags and packaging into a shipping box. Seal the box securely.
Attach the Label: Attach the printed return label over the old shipping label. Drop the package at a designated carrier location (like USPS or UPS).
Keep Your Tracking Number: The carrier will provide a receipt with a tracking number. Keep this until you see the refund in your account.

Option 2: Return In-Store

This is often the fastest way to get your refund. You can take your online purchase to any Urban retail location.

Bring Your Items: Gather the items in their original condition.
Bring Your Documentation: You’ll need the packing slip that came with your order or the order confirmation email.
Visit a Store: Go to the customer service desk. A associate will process your return and issue the refund on the spot.

Note that you cannot return online purchases to outlet stores. Make sure your going to a standard retail location.

How to Return an In-Store Purchase

If you bought something at a physical store, you should return it to a store for the quickest service. You can also return in-store purchases by mail, but it adds extra steps.

Gather Your Items & Receipt: You need the original receipt. If you paid by card, the store can often look up the purchase.
Visit Any Store: Take everything to an Urban store. The holiday extension applies to in-store buys too.
Process at the Desk: The staff will check the items and issue your refund to the original payment method.

Without a receipt, you may only qualify for store credit at the current selling price. This is at the manager’s discretion.

Understanding Refunds and Exchanges

Refund Methods and Timing

How you get your money back depends on how you paid and how you returned the item.

Credit/Debit Card: Refunds go back to the original card. Processing takes 3-10 business days after the return is received.
PayPal: Refunds go to your PayPal account. Timing is similar to card refunds.
Store Credit/Gift Card: This is often issued immediately in-store or via email for online returns.
Cash: For in-store purchases returned with a receipt, cash may be offered.

The refund timeline starts when the return is processed at the warehouse or store, not when you mail it. Be patient during busy seasons.

How to Request an Exchange

Urban typically encourages a “return and repurchase” method for exchanges. This is usually faster than a traditional exchange.

Process your return for a refund or store credit.
Immediately use those funds to purchase the new item you want, either online or in-store.
This ensures you get the correct size or color before it sells out.

If you need help, an in-store associate can guide you through this process in one transaction.

Restocking Fees and Return Shipping Costs

Good news: Urban does not charge a restocking fee for standard returns. However, you are responsible for return shipping costs unless the return is due to a company error (like sending the wrong item) or the item is defective.

The prepaid label provided for online returns is often deducted from your refund amount. Check the return instructions carefully to see if there’s a fee. In-store returns are always free.

Special Situations and Exceptions

Returns Without a Receipt

Lost your receipt? You can still try to make a return. The store may be able to look up your purchase if you used a credit card, debit card, or store membership. If they find it, they’ll process the refund normally.

If they can’t verify the purchase, you might be offered store credit for the item’s current selling price. This could be lower than what you originally paid if the item is now on sale.

International Returns

If you are outside the country where you ordered from, return policies differ. You usually must contact international customer service to initiate a return. You are typically responsible for all return shipping costs and any customs duties.

Refunds for international returns can take significantly longer, often several weeks. Always review the international policy on the website for your specific region.

Defective or Damaged Items

If your item arrives damaged or is defective, contact customer service immediately. Do not initiate a standard return. They will likely provide a prepaid return label at no cost to you and expedite a replacement or refund.

Take photos of the damage or defect as soon as you open the package. This provides proof and helps resolve the issue faster.

Tips for a Smooth Return Experience

Act Quickly: Don’t let the 30-day window slip by. Start the process as soon as you know you want to return.
Keep Packaging: Save the original bag, box, and tags for at least the return period.
Inspect Upon Arrival: Check online orders as soon as they arrive to ensure everything is correct and undamaged.
Understand Final Sale: Be absolutely certain before buying final sale items. There’s no going back.
Use Store Return for Speed: If you have a store nearby, this is the fastest route to a refund.
Track Your Package: For mail returns, always use the tracking number to confirm the store received it.

Frequently Asked Questions (FAQ)

How long is the Urban return period?

The standard return period is 30 days from the purchase date. This is often extended for holiday purchases, sometimes until the end of January.

Can I return online orders to an Urban store?

Yes, you can return online orders to any standard Urban retail store for free. Just bring the items and your packing slip or order confirmation.

Does Urban offer free return shipping?

Typically, no. Return shipping fees are usually deducted from your refund unless the return is due to an error on Urban’s part. In-store returns are free.

What if my item is on sale?

Sale items are returnable as long as they are not marked “Final Sale.” They must still meet all the standard condition requirements within the 30-day window.

How do I check my return status?

Log into your account on the Urban website and view your order history. There should be a status update on the return. You can also use the tracking number from your return package.

Can I return a gift someone bought me?

Yes, but you’ll need a gift receipt. With a gift receipt, you can return the item for store credit. Without any receipt, the return is subject to manager approval and the current selling price for store credit.

What is Urban’s policy on returning shoes?

Shoes must be returned in the original box, unworn, with no scuffs or dirt on the soles. The box is considered part of the product, so don’t throw it away.

Knowing the ins and outs of the Urban Return Policy makes you a smarter shopper. By following the condition rules, acting within the time limit, and choosing the right return method, you can handle any return without stress. Keep your receipts, save your packaging, and when in doubt, reach out to their customer service for clarification. With this knowledge, you can shop Urban’s collections knowing you’re covered.