Return & Exchange
Urban Move offers refunds, returns and exchanges only under certain conditions outlined below, since that all clothes are made to order.
- Items for Exchange must be sent back within 15 days after package delivery.
- Items for Refund must be reported within 7 days of delivery.
- Damaged or defective must be reported within 7 days of delivery. (Please follow the provided steps in section “Damaged Items”).
- Wrong/Incorrect items must be reported within 7 days of delivery.
- Cost of the return label will be deducted from the total amount of item paid unless the product is marked as damaged, defective or incorrect item received.
- Return packages must include a completed return request form and original packing slip to ensure processing. (Note: If the return request form is not filled out correctly, your return may experience delays in processing. You may use the return request form included in your original packaging.
- Return drop-offs are not accepted at our Distribution Center or corporate office.
- E-Gift Cards never expire, and are redeemable right away!
- The Evaluation Returns process can take up to 7 business days after your item(s) are received at our Distribution Center.
- Additional notes: Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Urban Move will not issue store credit for your returns. Once your return is fully processed, we will issue you store credit in the form of an Urban Move E-Gift Card for use on a future purchase.
*IMPORTANT:Before proceeding to our Return/Refund/Exchange options kindly note, that the merchandise must not be worn, altered or washed. Merchandise must be returned in its original condition, and accompanied by its original tags/packaging. Merchandise returned without its original packaging and/or tags may be rejected and sent back to the customer at the discretion of Urban Move.
*NOTICE: If your Return/Refund/Exchange request is denied due to altered, washed or damaged items by the customer, we will return the item to the buyer with shipping expenses at his cost.
Urban Move is not creating products in bulk, in order to provide custom-tailored experience and high-quality products to our customers. In this way, we also limit the inefficient production power that will affect our environment. Feel free to check our Sustainability Policy for more information.
Reserved Rights Regarding Returns
Urban Move reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of “Wardrobing;”
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items;
- Potential fraudulent or criminal activity.
Similarly, Urban Move reserves the right to refuse service to any customer or entity, due to similar actions as noted above.
Non-Urban Move items sent to our Distribution Center will be discarded upon receipt.
If you have received your order but you have picked the wrong size or color, no worries we’ve got your back!
IMPORTANT: You can only exchange for another size of the same product. The option to exchange an item for a different one is not eligible in our store.
In 15 days of package delivery, you can return the apparel that doesn’t fit you right and pick the size for you. In order to do that, we have shared the required steps below that you need to follow when returning your order. Kindly note, that the return shipping expenses will be covered by the buyer.
- Go into our Return Portal and provide Order ID & Email address.
- Share with us which product you are returning and what size do you want us to send you in exchange.
- Follow the provided steps in the platform.
- Ship your wrong-sized product to our addressfor your cost.
- Once we have received your order give us 5 to 7 business days to evaluate your request and give you back more information.
Why do we adopt this Exchange policy?
By exchanging your product for the right size or color, next time when an order comes in and someone picked the size that didn’t fit you at first, we will immediately ship it to him/her from our warehouse. In this way, we will preserve our environment by saving resources and water and most importantly avoiding overproduction.
Refunds are accepted only via Store Credit in the form of an Urban Move E-Gift Card. Every customer is eligible to be issued a refund 7 days after receiving your products. To submit your request, please visit our Return Portal.
Wrong/Incorrect Item Received by Customer
If the wrong item has been shipped, in some cases we may request it mailed back to us. We will provide a return shipping label, on our dime.
Please notify us in 7 days after the package has been received in order to verify your request. Contact us directly via email at email@example.com.
Give us 5 to 7 business days to review your requeston our order end as well. After that we will immediately get back to you so stay tuned!
Damaged & Defective Items
From time to time, mistakes happen. We are a team of humans and we are the first to admit we are not perfect.
If you believe there was a serious mistake with your order, we are happy to review it. If we deem the mistake was our fault (production related issue), we will replace the damaged item at no cost to you.
Thus, if your merchandise has been damaged or defective we can exchange your order for free by following the simple steps below.
Kindly note, that all issues must be reported within 7 days of package delivery. Unfortunately, we cannot review possible issues reported after 7 days.
For your order to be eligible for return-exchange then you should validate the following:
- Provide Order ID.
- Take a quick picture (nothing fancy a clear phone photo is great) of the issue so we can see exactly what you are seeing.
- Include a brief written description of the issue.
- Email us the above required information at firstname.lastname@example.org.
- Give us 5 to 7 business days to verify your request.
- If approved, most of the time we won’t request you to send us back the defective product. We will gladly remake and reship the product at no cost to you.
Also, $10 Store Credit will be issued as a gift on your next order.
All purchased gift cards are final. Urban Move does not refund any gift card purchases.
For any additional questions feel free to contact us at email@example.com or give us a call on +1 800-378-2888.