For items bought from urbanoutfitters.co.uk – these can be returned to us or any of our UK and European stores.
Please note: we are unable to accept returns purchased from the U.S website urbanoutfitters.com
For items purchased on the U.S website urbanoutfitters.com – View Returns / Exchange procedure here Customer Service Information
- Thank you for ordering from UrbanOutfitters.co.uk. We would appreciate any comments regarding our merchandise or the manner in which your order was handled. Our customer service associates can be reached by email at UrbanEuropeCS@urbanout.com, or by calling +44 (0) 845 330 1288.
- If you are not completely satisfied with your purchase, please return the item within 30 days of the shipping date for an exchange or refund. Please note we cannot process any exchanges for orders returned via post. Exchanges can only be processed in store.
- If the item you have received is faulty please email us at UrbanEuropeCS@urbanout.com, with your order number and nature of the fault.
- There is no need to contact us when returning items that are unsuitable.
- Please fill out the RETURN SUMMARY section on the right side of the PARCEL SUMMARY. Please enter the quantity of the item you are returning and select a reason for return from one of the listed options.
- Detach the Return Summary and Returns Label from the Parcel Summary.
- Place the Return Summary along with the items you are returning inside the parcel, and attach the Return Label to the outside of the parcel by removing the adhesive backing.
- If you do not have your returns label, please send your parcel to: Urban Outfitters Europe Phase 2, 17 Suez Road, Enfield, EN3 7SN. If you are returning an item to us, the cost of the return and condition of item is your responsibility.
- The item(s) are your responsibility until it arrives at our warehouse. Therefore, please ensure you send the parcel using any secure and traceable method i.e. Recorded/Special delivery, and retain your proof of postage receipt. Please be sure your package is insured and prepaid.
- We will send an e-mail to you once the return has been processed.
- Your refund will be credited back to the same card used to make the original purchase. Please allow up to 28 days for your refund to be processed. Delivery charges are non-refundable.
- Please note that refunds for goods bought as gifts can only be given to the debit or credit cardholder (the original payer).
- If you have any problems please keep the parcel summary displaying your order details for your reference and quote your order reference on all correspondence.
- Alternatively, you can return goods to your nearest Urban Outfitters store in Europe for a refund.
- Please bring the Order Receipt E-Mail you received at the time of ordering, along with the Parcel Summary and items for return to your local store.
- If the return is presented to a store located in the UK, the refund will be issued for the amount paid for the item(s) in Sterling.
- If the return is presented to a store outside the UK, the refund will be converted from the amount paid in Sterling to the local currency, based upon that day’s conversion rate.
- For online orders paid by PayPal you can return an item to store for an exchange. To receive a refund please return your order to our distribution centre.
- Our Urban Outfitters stores gladly accept returns of any unwashed, unworn, unused, or defective merchandise at any time accompanied by an original sales receipt. For items returned within 30 days from the date of purchase, the original method of payment will be refunded (checks/debit are refunded as cash). For items returned after 30 days from the date of purchase, a Merchandise Credit will be issued for the price paid.
- For merchandise returned without an original receipt, a merchandise Credit will be issued for the current retail selling price of the item(s) returned. Valid photo identification will is required for all returns without a receipt.
- Items purchased in the United States can not be returned to stores in the United Kingdom and Europe.
- Unfortunately our Distribution Centre is unable to process store returns. If you need to return an item you purchased at an Urban Outfitters Europe store, please mail the return, along with a copy of the receipt to your local store or present it in person.
Urban Outfitters - Waste Electrical and Electronic Equipment (WEEE) Compliance
- As part of Urban Outfitters continued commitment to recycling and protecting the environment, Urban Outfitters has joined the Distributor Take Back Scheme (DTS). The DTS is a Government initiative designed to minimise the disposal of waste electrical and electronic equipment (WEEE) to landfill and to achieve high levels of collection of WEEE for environmentally sound treatment.
- For more information about the Distributor Take Back Scheme (DTS) and Waste Electrical and Electronic Equipment (WEEE), as well as to find your local collection points please go to www.recycle-more.co.uk UK WEEE Regulations – The Distributor Take Back Scheme
- The UK Waste Electrical and Electronic Equipment (WEEE) Regulations (referred to hereafter as "the WEEE Regulations") define a "distributor" to mean "any person who provides electrical or electronic equipment on a commercial basis to the party who is going to use it", and the "distributor take back scheme" ("DTS") to mean "a distributor take back scheme approved by the Secretary of State under regulation 54"
- The WEEE Regulations implement the majority of the provisions of the European Parliament and Council Directive on Waste Electrical and Electronic Equipment (2002/96/EC) ("the WEEE Directive") and the subsequent European Parliament and Council Directive 2003/108/EC that amended the WEEE Directive. The UK Government Guidance Notes (URN 07/781) support the WEEE Regulations.
Members of the Distributor Take Back Scheme – Exemption from instore take back
Regulation 35 of the WEEE Regulations states that "Where a distributor is a member of a distributor take back scheme, he shall be exempt from complying with the requirements of regulation 31 and 34(1) for the period during which his membership of that scheme subsists." All members of the DTS are therefore exempt from the requirement to "ensure that WEEE from private households can be returned to him free of charge and on a one-to-one basis" (regulation 31) or "maintain records of the number of units of WEEE from private households returned to him under that regulation" (Regulation 34(1))
As stated in the UK Government Guidance Notes paragraphs 83 and 84, "The DTS will develop a network of Designated Collection Facilities (DCF) to provide distributors with an alternative to instore take-back of WEEE. The Distributor Take-back Scheme will be funded by the distributor community". "The Secretary of State, in consultation with Ministers in Devolved Administrations, has appointed Valpak Retail WEEE Services through a competitive tender process to operate the Distributor Take-back Scheme for the first three compliance periods". Membership of the DTS is dependant on each retailer applying to join making a financial contribution toward the improvement of the UK’s network of WEEE collection facilities. These facilities are predominantly based a Local Authority Civic Amenity sites.
Obligations placed on members of the Distributor Take Back Scheme
Information
Regulation 33 states that "A distributor who supplies new EEE shall make information available to users of EEE in private households on -
a. the requirement on each Member State under Article 2 of the Directive to minimise the disposal of WEEE as unsorted municipal waste and to achieve a high level of collection of WEEE for treatment, recovery and environmentally sound disposal;
b. the collection and take back systems available to them;
c. their role in contributing to the reuse, recycling and other forms of recovery of WEEE under these Regulations;
d. the potential effects on the environment and human health as a result of the presence of hazardous substances in EEE;
e. the meaning of the crossed out wheeled bin symbol.
Regulation 54 (5) states that "a distributor shall be guilty of an offence if he contravenes or fails to comply with any requirements of regulation 33".
To meet this obligation, DTS members have also contributed financially toward the establishment of a UK wide WEEE recycling website, www.recycle-more.co.uk. This website includes information about all aspects of the WEEE directive, and in particular the capability to find the location of local WEEE collection facilities (known as "Designated Collection Facilities" or "DCFs").
To find you local collection points please go to www.recycle-more.co.uk/banklocator
