Refund policy
At Urban Fox, we want to make the return and refund process clear and straightforward. This policy explains how to request a return, the conditions an item must meet, return shipping responsibilities, defective products, exchanges, and how refunds are processed for purchases made through our online store.
30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to contact us and request a return.
To begin the return process, please contact us before sending your item back. Returns sent without contacting us first may not be accepted.
How to Start a Return
All returns are processed by mail. To request a return, contact us at suppport@urban-fox.shop with your order details and the reason for your return.
Once your return request has been reviewed and accepted, we will send you a downloadable return shipping label by email along with the instructions for preparing and sending your package.
Please wait for our return approval and instructions before shipping your item.
Return Conditions
Returned items must be new and unused and must be in the same condition in which you received them. Items should not have been worn, washed, altered, damaged, or otherwise used.
Where applicable, the item must include its original tags and original packaging. We may not be able to accept a return if the item does not meet these conditions.
Custom-made, personalized, specially ordered, or special-order items are not eligible for return unless the item arrived defective or we made an error with your order.
Return Shipping Cost
Return shipping costs depend on the reason for the return.
If you are returning an item because you changed your mind, selected the wrong item, or simply no longer want the product, the return shipping cost is the customer's responsibility.
If the item is defective, damaged, or incorrect due to an issue caused by Urban Fox, we will cover the applicable return shipping cost.
Return Inspection
After we receive your returned package, we will inspect the item to confirm that it meets the return conditions.
A refund or exchange will be processed only after the returned item has been received and accepted. If an item does not meet the stated return requirements, we will contact you regarding the available next steps.
Defective or Damaged Items
Please inspect your order when it arrives. If you receive a defective or damaged product, contact us as soon as possible at suppport@urban-fox.shop.
Please provide your order details and, where appropriate, photographs showing the issue so that we can review it.
If the defect is confirmed and the issue is our responsibility, we will cover the applicable return shipping cost. After we receive and accept the defective item, we will provide a new replacement of the same product, subject to availability.
Incorrect Item Received
If you receive an item that is different from what you ordered, please contact us as soon as possible before returning the product. We will review your order and provide instructions for returning the incorrect item and resolving the issue.
Refunds
Once your return has been received and accepted, we will process your refund within 7 business days.
The refund will be sent to the original payment method used to purchase the order. The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.
Exchange Policy
We accept exchanges for eligible items.
If you would like a different product or size, the preferred option is to return the original item first and then place a new order for the item you want. This helps ensure that the new item is available when you are ready to purchase it.
Exchanges are subject to the same return conditions described in this policy.
Non-Returnable Items
The following types of products cannot normally be returned:
Custom Orders: Products specially made or arranged according to your request.
Personalized Items: Products customized with personal details or specifications.
Special Orders: Products specially ordered for a customer that are not part of our standard inventory.
These restrictions do not affect your rights regarding products that are defective, damaged, or incorrectly supplied where applicable.
Cancellation Before Dispatch
If you need to cancel an order, please contact us as soon as possible. We will try to accommodate cancellation requests made before the order has been processed or dispatched.
Once an order has been dispatched, you may need to follow the return process described in this policy.
Return Summary
Return Time: 30 days from receiving the item
Return Method: By mail
Return Label: Download and print after return approval
Return Condition: New and unused
Return Shipping Cost: Customer responsibility for change-of-mind returns; covered by Urban Fox for confirmed defects or errors caused by us
Restocking Fee: $0
Refund Processing Time: Within 7 business days after return acceptance
Refund Method: Original payment method
Exchange: Accepted
Defective Product: Replacement with the same product, subject to availability
Changes to This Policy
Urban Fox may update this Return & Refund Policy when necessary to reflect changes to our return procedures, products, or business practices. The latest version published on this page will apply to eligible purchases made through our online store.
Contact Us
Address: St Nicholas Market, 58 Corn St, Bristol BS1 2AZ, United Kingdom
Phone: +447881727000
Email: suppport@urban-fox.shop
Business Hours: Monday to Saturday- 10:30 AM to 6 PM, Sunday- 12 PM to 5 PM. (GMT+00:00) Greenwich Mean Time (London)