It looks like you’ve received my return, when will my refund, exchange or store credit be processed?

Once we receive your return at our warehouse it usually takes up to 5-7 business days for Australian customers and 7-10 business days for International customers’ returns to be processed and a refund provided back to your original payment method. 

Can I return a sale item?

Markdown items listed within the ‘Sale’ category can be returned for a change of mind size exchange or online store credit only, unless deemed faulty.

If you purchase a full-priced item using a limited promotion or discount code, this is still considered eligible for a refund.

If you purchase an item marked as 'Final Sale' this cannot be returned for a change of mind, exchange or credit note unless deemed faulty.

How do I return a faulty item?

Faulty / damaged items must be assessed and approved by our Guest Experience team before returning for refund, credit, or exchange. Please contact us to report any issues with your product first.

Do I have to pay for my return?

For our Australian customers it will cost $12 AUD to return your order back to us. This will be deducted from your final refund or store credit. If you’d like to exchange, please note that this is FREE for full priced items only. If you would like to exchange a sale item you will need to make a payment of $12 AUD.

For our International customers we offer you the convenience of flat rate pricing for returns back to our Australian warehouse. US customers can return for $25 USD, NZ customers for $17 NZD, UK customers for £20 and selected EU countries for €22.50. To see if your country is covered please see this article. If you are based outside of the above regions then we unfortunately cannot provide returns and you will need to return at your own cost using a carrier of your choice. 

Where can I find my order number?

In order to use our returns portal we need your full order number and the email address which you placed the order with. Your order number can be located on your order confirmation email or shipment email. An example order number: ABRAND-AU50000

Can I return my order purchased from another retailer?

If you purchased through one of our retail partners, it’s important that you return your order to the original place of purchase. Our retail partners will be best placed to process your return against their own returns policies, this includes any faulty or damaged claims for items purchased from that retailer. 

What happens if I want to return my Urban Outfitters order?

We’re sorry to hear your purchase wasn’t quite right. To return your Urban Outfitters order, please login to your account page on the Urban website and the team will get back to you.