UK Online Returns & Sale Items
At this moment in time we are unable to offer payment for the return of cost and can not do so on any items including sale items.
You must include Proof of Purchase when sending items back and you are responsible for the safe return of items until they reach our warehouse.
In order to qualify for a refund, the item must be returned in the same condition as sold. If the item is returned and deemed to have faults by our customer care team, the item will be sent back to the customer and they will be charged shipping. Items will be refunded at their listed price and not inclusive of the shipping cost; all shipping costs are the responsibility of the buyer.
We want you to love your vintage clothing from the moment it arrives at your door but we know that’s not always the case. You must let our Customer Care team aware of your intent to return 10 days from the from the day your order is delivered. You then have a further 10 days to return the item. If you could email email@example.com with your order number and tracking, this will help us identify your return and speed up the returns process.
We aim to process your return within 14 working days of the item returning to our warehouse (excluding weekends and bank holidays) though this may rise during busier times, Summer Sale, Christmas, etc.
You can return your items to:
Urban Retro, Unit 1B, Harrier Road, Barton Upon-Humber, DN18 5RP
Please ensure you fill out our returns form and include this in the packaging. You can find the form here.
Please send any returns to the above address. The cost of international returns is the responsibility of the customer. For returns outside of the EU, you must complete a customs declaration indicating that the package contains returned goods.
Once we have received your returned goods to our warehouse we will send you an Email once your refund has been processed.
Your refund will be credited back via the original method of payment. If you paid partly by Gift Card, the Gift Card will be credited first, with any remaining balance being credited to the other method of payment used. While we try and process refunds within days of items arriving back to our warehouse, please allow up to 28 days for your refund to appear on your bank statement.
Faulty or Incorrect Items
If there is any problem with your order please contact our customer care team at: firstname.lastname@example.org
Please include your order number with any item you return. It's also useful to include the date of purchase, your original receipt (if you have it) and a brief description of the damage or defect.
Once we receive your item and explanation, we will resolve the situation quickly.
If you would like to exchange an item the best thing you can do is place a new order for the new item you want and then return the items you don't want for a full refund.
In the interests of hygiene, make-up and toiletries, swimwear, intimate apparel and pierced earrings cannot be returned.