Customer Satisfaction is priority to us. To ensure the quality of your order, we carefully check every item before dispatch. If you receive any item that is faulty or damaged, please contact us at Customer.Care@urbanclub.com immediately. In this case, we can offer alternatives such as repair or exchanges.
Acceptance of your returns
We hope you’re delighted with your order. If you’re not perfectly satisfied, you may return items within 14 days from the day you receive the order.
You must contact us at Customer.Care@urbanclub.com within 48 hours of receiving your order and request a Return Authorization Reference number. You will receive a full instruction of the return process once return method has been confirmed.
You need to include your original receipt and Return Authorization Reference number in the returning parcel to ensure a smooth return process.
Items must be returned unworn, unwashed, undamaged and unused with original designer tags still attached. Footwear and accessories must be returned in the original boxes provided and inside a protective shipping box.
Footwear should be returned unmarked and in their original and undamaged packaging as this is considered part of the product.
We are unable to accept returns or exchanges on earrings or fine jewellery.
All US, Europe, other International Customers
We advise that Tax and Duties may not be refundable to NON-EU Customers wishing to return items.
If you would like to exchange an item, you will need to return the original item and then place a new order. You will receive a full refund for the original item, according to our returns policy.
After you received your pre-order items, you can exchange for different size or colour or store credits. Pre-order items are not refundable unless they are faulty or damaged during transit. However, this is unlikely to happen as we thoroughly quality check every items before they are dispatched.
Customer orders shall occasionally be eligible for a free gift as part of a promotional offer by URBANCLUB.com. Gift entitlement is based on non-return orders. Any returned orders must also return the accompanied free gift. Any gift item not returned to URBAN CLUB will be deducted from the order refund at full retail price as advertised on URBANCLUB.com.
All successfully returned items will be refunded to your account via original payment method used to place your order. Payments can take up to 14 working days to process. The original shipping charges will not be refunded. If you have any queries, or wish to discuss the returns procedure in further details, please do not hesitate to contact our Customer Care at Customer.Care@urbanclub.com.