Refund policy

Last updated: June 15, 2026

At Urban, your satisfaction is our priority. If you are not entirely happy with your purchase, we are here to help. Please read our refund policy carefully before making a purchase.

1. Returns

We accept returns within 30 days of the date of delivery. To be eligible for a return, the following conditions must be met:

The item must be unused, unworn, and in the same condition as received.
The item must be in its original packaging with all tags attached.
Proof of purchase (order confirmation or receipt) must be provided.

Items that are damaged, used, or returned without original packaging may not be accepted and could be sent back to the customer.

2. Non-Returnable Items

The following items are not eligible for return or refund:

Sale or clearance items
Gift cards
Personalised or custom-made products
Intimate or sanitary goods (e.g., undergarments, swimwear)
Items marked as final sale at the time of purchase

3. How to Initiate a Return

To start a return, please follow these steps:

Contact our customer support team at support@shoptimity.com or call us at +44 (0) 203 402 1444.
Provide your order number, the item(s) you wish to return, and the reason for the return.
Our team will review your request and provide you with a Return Merchandise Authorisation (RMA) number and return instructions.
Pack the item securely and ship it to the address provided by our team.

Please do not send items back without first receiving an RMA number, as they may not be processed.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 5–10 business days and credited to your original payment method.
If rejected, we will contact you with the reason and return the item to you.

Please note that original shipping charges are non-refundable unless the return is due to our error (e.g., wrong or defective item sent).

5. Exchanges

We offer exchanges for items of the same value in a different size or colour, subject to availability. To request an exchange, please contact us at support@shoptimity.com with your order details and preferred replacement.

6. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

Your order number
A description of the issue
Clear photographs of the damaged or incorrect item

We will arrange a replacement or full refund at no additional cost to you.

7. Return Shipping Costs

Unless the return is due to our error, the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please:

Check your bank account again.
Contact your credit card provider, as processing times may vary.
Contact your bank, as there may be additional processing time.
If you have done all of the above and still have not received your refund, please reach out to us at support@shoptimity.com.