Effective Date: July 2025

At Urbantier.uk, we want you to be fully satisfied with every order. If something isn’t right with your purchase, we’re here to help.

This Refund and Returns Policy explains how we handle returns, exchanges, and refunds, in accordance with UK Consumer Rights.

🚚 Shipping and Delivery

  • Handling Time: Orders are processed and dispatched within 2 business days.
  • Shipping Time: Once dispatched, delivery typically takes 7-15 business days.
  • Guaranteed Delivery: We guarantee delivery within 10-21 days of your order being placed.

You’ll receive a tracking number once your order has been shipped.

✅ Eligibility for Returns

You can return any item within 7 days of receiving it if:

  • The item is unworn, unused, and in its original condition
  • All tags and packaging are still attached
  • You have proof of purchase (e.g. order number or confirmation email)

Please note: Items marked as final sale or clearance are not eligible for return.

🚫 Non-Returnable Items

We do not accept returns for:

  • Items that have been worn, washed, or damaged after delivery
  • Underwear, socks, or personal hygiene items (for hygiene reasons)
  • Gift cards or digital products

🔄 Exchanges

We’re happy to offer exchanges if you’d like a different size, colour, or style.

Customers are responsible for the cost of return shipping, unless the exchange is due to our error (e.g. wrong or faulty item).

  • Exchanges must be requested within 7 days of receiving your order.
  • The item must be unworn, unused, in its original condition, with all tags and packaging attached.
  • If the requested item is in stock, we’ll ship your replacement once we receive and inspect the returned item.
  • If the requested item is out of stock, we’ll notify you and offer a refund or an alternative item.

💳 Refunds

Once your return is received and inspected:

  • We’ll notify you via email
  • If approved, a refund will be issued to your original payment method within 5–7 business days
  • Shipping costs are non-refundable, unless the return is due to our error (e.g. wrong or faulty item)

📦 How to Start a Return

To start a return, contact our support team:

Email: sales@urbantier.uk
Phone: +44 7877 414591
Please include:

  • Your full name
  • Order number
  • Reason for return

We’ll provide the return address and instructions. You’ll be responsible for the cost of return shipping, unless the item was faulty or incorrect.

📍 Our Company Details

Company Name: URBAN TIER LTD
Company Number: 16561491
Address: 30 Hungerford Road, London, England, N7 9LX
Phone: +44 7877 414591

📌 Important Notes

  • We recommend using a tracked shipping service for your return. We are not responsible for items lost in return transit.
  • Returns sent without prior contact may not be accepted.
  • If an item arrives faulty or incorrect, let us know within 48 hours of delivery so we can resolve the issue quickly.