Things not quite right? All good! We know that sometimes an item may not fit or be right.
If you're not 100% satisfied with your purchase and change your mind, you can return your item(s) within 30 days of the order receipt and we will be happy to provide you with an exchange or refund.
HOW TO RETURN YOUR ITEM:
- Ensure you meet our 3 simple conditions for successful returns.
- Either click here or on the "Start A Return" button below to access our self-service return system to arrange a return label.
- Once we've taken a look at your return request and determine that it meets all of our criteria, we'll approve the request and provide you with either a pre-paid return label or in the case of "change of mind" returns, simple instructions on how to send your boots back to us.
- Print the provided shipping label and attach to package including all original packaging where reasonable. We do recommend using a device such as a desktop computer that is connected to a printer for this step.
- Drop the parcel off to your local post office. We'll usually get it in 3-7 business days.
Please allow time for your return to reach our fulfillment centre. This time may vary depending on your location.
Once we receive your return, we will check if all three conditions above are met. If approved, we will refund you within 3-7 business days of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-3 working days to process.
Returns will be accepted when:
- Items were purchased in the last 30 days OR are covered by the warranty
- Proof of purchase is provided
- Items are unworn, undamaged and unmarked
- Items are in their original condition and their original packaging or shoe box (please note the box must be unmarked / undamaged also)
Depending on your payment method and if you meet the below return conditions.
A refund can only be sent to the original payment method. If you have no longer access to that payment method, please contact us. You might need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.
- Credit card refunds will be visible within 2-5 business days depending on your financial institution
- PayPal refunds will be processed in your PayPal account 2-3 business days after we receive your returned item
- Afterpay refunds will be processed in your Afterpay account 5-7 business days after we receive your returned item
Conditions for Online Purchases:
- Refunds of online purchases will be processed once a return has been received at our warehouse and reviewed by the customer care team. We’ll send you an email after your items have been reviewed, which may take up to 4-7 business days.
- Returns for online purchases using credit/debit cards need to be refunded back onto the card you originally paid with.
- Returns for online purchases using PayPal need to be refunded back onto the PayPal account you originally paid with.
- Returns for online purchases using Afterpay will be handled by our Customer Service Team and the refund will be dealt with by Afterpay so that the funds can be returned back to you based on your preference. There may be a small delay when processing a Afterpay return/refund.
- Please note gift cards are non-refundable.
- We do not offer "store credit" as a refund method.
Purchases that are eligible for return and within 30 days of receipt may be exchanged for other items. It is at the discretion of our Urban Boots team to decide whether a full refund will be provided based on the quality of the item returned (Original Packaging, etc).
COST OF RETURNS
Unless an item you receive is not as described or is faulty, you are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse. If an item is faulty or not as described, we will provide a pre-paid return postage label at no cost to you. All returns should be dropped off to your local Australia Post Office.
WARRANTY & FAULTY ITEMS
The products on our website have a one-year manufacturer's warranty. Returns will be accepted on any faulty item(s) returned to Urban Boots within one year (365 days) of the purchase.
If you believe your online purchase arrived with a manufacturing fault, we'll be happy to cover the cost of the return.