All orders will be shipped within 2 days of order, please allow up to 30 days for your items to arrive before contacting us regarding a refund.
In order to request a return or exchange, click “my account”, “orders”, select the relevant order then “request a refund”, we will get back to you as soon as possible
If your order has not yet been despatched we will happily cancel your order for a full refund. Please contact us via e-mail at firstname.lastname@example.org by clearing stating your order number, reason for wanting to cancel your purchase and also your e-mail and telephone number. This process only applies to orders that are yet to be dispatched.
If your order has already been dispatched you will need to return your order to us following our Returns Policy below.
Returning Items for a Refund
If when you receive your item(s) and you are not completely satisfied with your purchase we will happily provide you with a full refund within 14 days of receipt of the item. All items must be returned in their original, unworn condition, complete with tags & labels. Please note returns will only be accepted if the returns tag remains attached. If this is adhered to we will issue a refund for your item(s) upon receipt.
Refund processing time can vary depending on the method of payment used. Please allow up to 7 working days for the refund to appear on your credit card or bank statement. Please note that it is the customer’s responsibility to deliver the item back to the Urban Liberty until we are in safe receipt.. It is advised that the customer chooses a method of delivery that allows the item to be tracked as this will be used as evidence in the unlikely event that an item has not been received.
Returning Items For An Exchange
If you require an exchange for any items purchased you have 28 days to return your order back to us. Please complete the returns sheet found here _____ and enclosed this with your item when returning the item. If you have any questions regarding this please contact the Urban Liberty team via e-mail: email@example.com
Returning Faulty Items
Our manufacturing processes ensures that our goods are made to the highest possible standard. All items are thoroughly inspected prior to release to the customer. If however, in the unlikely event that you find a fault with your garment please contact a member of our Customer Care Team via email @ firstname.lastname@example.org and we will be happy to deal with your issue. You will be asked to provide your name, order number and a brief description of the fault. Customers have up to 30 days to return a faulty/damaged item.
We recommend using a tracked service as evidence of goods being sent.
Please note refunds can only be issued once the manufacturer has verified the fault.
If your item is faulty or develops a fault within the first 30 days of purchasing, we are then able to offer a refund or exchange. After 30 days you may be offered a repair or replacement.
Receiving an Incorrect Item
In the unlikely event that you have received an incorrect item please contact a member of our Customer Care Team via email at email@example.com and we will advise on the steps to take.
We will advise how you should proceed with the return of your item. Upon receipt of your goods we will then process a full refund or exchange. Please note, until we are in receipt of your items they are your responsibility.
If an item delivered is proven to be incorrect or faulty we will reimburse any returns costs that you incur.
Garment Condition Upon Return
Please do not remove any tags or labels when trying on garments. Please ensure that you are not wearing any make-up which could mark or damage any items of clothing.
Please note that we will be unable to accept any items back to us for a refund or exchange where these instructions have not been adhered to. Where you have returned item(s) and have not adhered to our Return Policy you will be charged a return postage fee to return the item(s) back to you. Items will only be held for a period of 90 days after which time they will be destroyed.
This Returns Policy does not affect your statutory rights.