At Urban Wear Shop, we approach returns with the same artisan care we apply to our crochet-stitched shirts and Casentino overshirts. While we hope every piece finds its perfect fit, we understand that sometimes adjustments are needed.

Our Returns Philosophy

Like our meticulously curated collections, we’ve designed this process to be straightforward yet thoughtful. You have 15 days from receipt to initiate returns or exchanges for most items (exclusions noted below).

Key Notes Before Returning

  • Items must be unworn, unwashed, and in original packaging with tags attached
  • For hygiene reasons, we cannot accept returns on hats or gift cards
  • Final sale items from our Collaborations collection are non-returnable

The Urban Returns Process

Step 1: Initiate Your Request

Contact our Lancaster team within 15 days of delivery at [email protected] with:

  • Your order number
  • Item(s) for return/exchange
  • Reason for return (helps us improve our collections)
Subject: Return Request for Order #[Your Order Number] Dear Urban Wear Shop Team, I would like to request a return/exchange for the following item(s) from order #[Your Order Number]: – [Item Name] in [Size/Color] – [Reason for Return/Exchange] Please advise next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Email]

Step 2: Package Your Items

Return items in their original packaging, including:

  • All tags and labels
  • Original protective bags (for knitwear and overshirts)
  • Any included care cards

Step 3: Ship Your Return

We’ll provide a prepaid return label for UK returns. International customers:

  • Use tracked shipping (we recommend DHL/FedEx to match our delivery standards)
  • Ship to: Urban Wear Shop Returns, 89 Penny St, Lancaster, GB LA7T 5OY
  • Retain your tracking number – like our design team keeps fabric swatches

Refund Timeline & Methods

Once we receive and inspect your return:

  • Processing Time: 3-5 business days (with the same attention we give to quality checks)
  • Refund Method: Original payment (Visa/MasterCard/JCB/PayPal)
  • Timeline: 5-10 business days for bank processing (varies by institution)

For exchanges, we’ll ship your new item within 2 business days of approval.

Damaged or Incorrect Items

If your Cuban collar shirt arrived flawed or your knitwear wasn’t as ordered:

  1. Email us within 48 hours of delivery
  2. Include photos showing the issue (like our design team documents fabric variances)
  3. We’ll arrange expedited replacement at no cost

Artisan Assurance

We stand behind every stitch in our collections. If you’re unsatisfied with the craftsmanship of any item (from crochet shirts to Casentino overshirts), contact us immediately for resolution.

For further questions, our Penny Street team is always here: [email protected]

The Urban Wear Shop Team
89 Penny St, Lancaster, GB LA7T 5OY