Last Updated: August 5, 2026

At The Urban Parcel, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Refund & Return Policy carefully before requesting a return or refund.

Return Eligibility

We accept returns within 30 days of the date your order is delivered.

To be eligible for a return, your item must:

• Be unused, unworn, and in its original condition.
• Include all original tags, labels, packaging, and accessories.
• Be free from stains, odours, damage, or alterations.
• Be accompanied by proof of purchase or your order number.

We reserve the right to refuse returns that do not meet these conditions.

Non-Returnable Items

For hygiene, safety, or customisation reasons, the following items cannot be returned unless they are faulty or damaged upon arrival:

• Personalised or custom-made products.
• Gift cards.
• Clearance or final sale items (where clearly marked).
• Products damaged due to misuse, improper care, or normal wear and tear.

How to Start a Return

To request a return:

1. Contact our customer support team within 30 days of receiving your order.
2. Include your order number and the reason for your return.
3. If applicable, attach clear photos of the item.
4. Once your return request is approved, we will provide return instructions.

Please do not send items back without receiving return authorisation, as this may delay or prevent your refund.

Refund Process

After we receive and inspect your returned item, we will notify you of the outcome.

If your return is approved:

• Your refund will be processed to your original payment method.
• Refunds are typically issued within 5–10 business days, depending on your payment provider.
• Original shipping charges are generally non-refundable unless the return is due to our error or the item is faulty.

If your refund has not appeared after this period, please contact your bank or payment provider before reaching out to us.

Exchanges

We are happy to exchange eligible items for a different size or colour, subject to stock availability.

To request an exchange:

• Contact us within 30 days of delivery.
• The returned item must meet our return eligibility requirements.

If your requested replacement is unavailable, we may offer a refund or store credit where appropriate.

Damaged, Defective, or Incorrect Items

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

Please include:

• Your order number.
• A description of the issue.
• Clear photographs showing the problem.

If the issue is confirmed, we will arrange an appropriate solution, which may include a replacement, repair, or full refund at no additional cost.

Return Shipping

If you are returning an item because you have changed your mind or ordered the wrong product:

• You are responsible for the return shipping costs.
• We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.

If the return is due to:

• A faulty product,
• A damaged item,
• Or an error on our part,

The Urban Parcel will cover the reasonable return shipping costs or provide a prepaid return label where available.

Late or Missing Refunds

If you have not received your refund:

1. Check your bank account.
2. Contact your credit card provider or payment provider, as processing times may vary.
3. Contact your bank.

If you have completed these steps and still have not received your refund, please contact our customer support team.

Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled and must instead be returned in accordance with this policy.

Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact us.

The Urban Parcel

Company Number: 17374712

Registered Address:
Office 1541
85 Dunstall Hill
Wolverhampton
WV6 0SR
United Kingdom

Website: https://theurbanparcel.com

Email: support@theurbanparcel.com