Refund policy
Returns
FREE LOCAL RETURN FOR ANY REASON WITHIN 15 DAYS!
Here at URBAN GAL BRAND, we hope that you are satisfied with your item(s). if for any reason you want to return your item you may do so for a full refund (excluding delivery costs)
All the items must be returned in a saleable condition.
Within 5 days from receiving your order you must contact us to let us know what you would like to return, once we send you the email with instructions of how you can return it you will have another 10 days to place the return.
Please, just use our return centre located on main menu and follow the instructions to proceed with the return. ONLY 1 RETURNING LABEL CAN BE REQUESTED FOR EACH ORDER, extra returned items that were not requested to return will not be refunded. If returning multiple order please make sure each order is returned with the given label for it. DO NOT return two different orders using the label of one of them, it will count as extra items not requested for return on that order.
We aim to process your return asap but during busy periods, there may be a slight delay in processing your return. Due to hygiene reasons, returns are not accepted on the following items: earrings, swimwear, lingerie or used clothes.
Conditions for returning item(s):
All item(s) returned to us must be in its original condition in its original packaging and tag still attached (when provided). items should not smell of any washing powder, odour, or perfume.
We reserve the right to refuse a return and require the buyer to arrange to have the item returned at the buyer's cost.
If clothes returned where used and the buyer does not want them back we will donate them to Oxfam.
Our items sell out very quickly so if you would like to have the product in another size or color, we kindly ask you to place a new order to ensure you will have the item you want. We do not offer exchanges, only refunds.
If in the rare circumstance you received the item faulty – please update a picture of it on our return center when you apply for a return.
To complete your return, we require a receipt or proof of purchase. (Your full name, order number and email used at checkout must be written on a paper inside of the return package if you can not print the purchase confirmation email.)
Please do not send your purchase back to the manufacturer, send us a email using the contact us page on our online store with the details of what would you like to return.
Shoes can only be returned to be exchanged for another size.
Refunds to same payment method (if applicable) or voucher code.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then you will receive an email with the refund notification.
Late or missing items or refunds (if applicable)
If you haven’t received a refund yet, please contact us.
Due to the delays caused by the Covid-19 on the delivery companies the protection period of your order is 90 days since the purchase, if your order does not arrive before the 90 days period we will send you a full refund. We can not issue any refund before this time ends as most of the orders finally arrive even if the tracking does not update during the transit.
Exchanges (if applicable)
We only replace items if they are defective or damaged, If you need to exchange it for the same item.
Shipping
Shipping costs for returning your item is *FREE, we will send you a QR code, a Shipping label or a returning address depending on your country.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We have FREE LOCAL RETUNR ONLY in the United Kingdom, France, Germany, Australia, Italy, Spain, Canada, United states and Netherlands, the rest of the countries will have to pay for the return costs and provide a tracking number as a proof of shipping and a picture of the product.