Refund and Returns Policy – Urban Custom Clothing

Last Updated: 12.07.2025

We want you to be completely satisfied with your order. This Refunds and Returns Policy explains how we handle returns, exchanges, and refunds for both custom and non-custom items purchased from www.urbancustomclothing.co.uk.

1. Customised Items

All customised clothing (including printed or embroidered items) is made to order and therefore non-returnable and non-refundable, unless:

The item is faulty or damaged
There is a manufacturing error or mistake on our part
The product received is significantly different from what was ordered

We do not accept returns or offer refunds for errors in spelling, sizing, colour, or logo placement if the order was fulfilled based on the information you provided. Please ensure all customisation details are correct before placing your order.

If there is an issue with your custom order, contact us within 7 days of delivery with your order number and photos of the item.

2. Non-Customised Items

For plain, non-customised items, we accept returns under the following conditions:

You notify us within 14 days of delivery
The item is unused, unworn, and in its original packaging
You provide proof of purchase (order number or receipt)

Customers are responsible for the return postage cost unless the item is faulty.

To request a return, email us at contact@urbancustomclothing.co.uk with your order details. Once we confirm eligibility, we’ll share return instructions.

3. Exchanges

We do not currently offer direct exchanges. If you wish to order a different size, colour, or product, you’ll need to return the original (if eligible) and place a new order separately.

4. Refunds

Refunds are issued once returned items have been received and inspected.

If approved, your refund will be processed to your original payment method within 5–7 working days
You’ll be notified via email when the refund has been issued
Original shipping charges are non-refundable unless the return is due to our error