At Urban Gent, we understand that the modern gentleman values not only impeccable style but also a seamless shopping experience. Our commitment to sophistication extends to our returns and exchanges process, ensuring your complete satisfaction with every purchase from our premium collections.
Key Policy Highlights
- Return Window: 15 days from delivery date
- Condition: Items must be unworn, unwashed, with original tags attached
- Refund Method: Original payment method
- Processing Time: 5-7 business days after receipt
Eligibility Criteria
To qualify for a return or exchange, items must meet the following conditions:
- Return request initiated within 15 days of delivery
- Items in original condition: unworn, unwashed, unaltered
- All original tags and labels attached
- Original packaging included
- Proof of purchase provided
The Returns Process
Step 1: Initiate Your Return
Complete our Returns & Exchanges Form (provided below) and email it to our customer service team at [email protected].
Step 2: Package Your Items
Carefully pack your items in the original packaging, including all tags and labels. We recommend using a trackable shipping service for your protection.
Step 3: Ship Your Return
Send your return package to our returns centre:
71 Albion St
Derby, GB DE7T 2ZJ
United Kingdom
Note: Return shipping costs are the responsibility of the customer, unless the return is due to our error or defective merchandise.
Refund Information
Once we receive and inspect your returned items:
- Processing Time: 5-7 business days after receipt
- Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
- Deductions: Original shipping costs are non-refundable
- Notification: You will receive email confirmation once your refund is processed
Exchange Process
For exchanges, please indicate your preferred alternative item in the returns form. Exchanges are subject to availability. If your requested exchange is unavailable, we will process a refund instead.
Non-Returnable Items
To maintain the highest standards of quality and hygiene, the following items cannot be returned or exchanged:
- Final Sale Items: Clearly marked as non-returnable
- Altered or Custom-Tailored Items: Including made-to-measure suits from our “Big & Tall Suits & Tailoring” collection
- Worn or Damaged Items: Any items showing signs of wear, damage, or missing tags
- Intimate Apparel: For hygiene reasons
Returns & Exchanges Form Template
Copy and paste the following template into your email to initiate your return or exchange:
Subject: Return/Exchange Request – Order #[Your Order Number]
Customer Information:
Full Name: [Your Full Name]
Email Address: [Your Email Address]
Order Number: [Your Order Number]
Order Date: [Order Date]
Return/Exchange Details:
I would like to: â–¡ Return for Refund â–¡ Exchange for Different Item
Item(s) to Return: [Product Name, Size, Color]
Reason for Return: [Please specify]
Exchange Preference (if applicable):
Preferred Exchange Item: [Product Name, Size, Color]
Declaration:
I confirm that the items being returned are in their original condition: unworn, unwashed, with all original tags attached and in original packaging.
Signature: [Your Name]
Date: [Current Date]
Need Assistance?
Our dedicated customer service team is here to help with any questions about returns or exchanges. Contact us at:
Email: [email protected]
Response Time: Within 24-48 hours during business days
Please note: This policy is designed to reflect the sophisticated standards of Urban Gent while ensuring fairness for all our valued customers. We reserve the right to refuse returns that do not meet our policy conditions.