At Urban Shoes Shop, we’re committed to your complete satisfaction with our fashion-forward footwear and apparel. If your purchase doesn’t meet your urban style expectations, we offer a straightforward returns and exchanges process.

Our Return Policy

We accept returns within 15 days of delivery for most items. To be eligible for return:

  • Items must be unworn, in original condition with all tags attached
  • Original packaging must be included
  • A proof of purchase is required
Note: For hygiene reasons, insoles & accessories marked as “final sale” cannot be returned or exchanged unless defective.

How to Initiate a Return or Exchange

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order with:
    • Your order number
    • Item(s) you wish to return/exchange
    • Reason for return
    • Whether you prefer refund or exchange
  2. Receive Authorization: We’ll email you a Return Merchandise Authorization (RMA) number and return instructions within 2 business days.
  3. Package Your Items: Securely pack the items in their original packaging with the RMA number clearly visible on the outside.
  4. Ship Your Return: Send the package to our Seattle headquarters using a trackable shipping method. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Return Email Template

Use this template to request your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Urban Shoes Shop Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Items to return/exchange: – [Product Name] (Size: [Size], Color: [Color]) – [Repeat for additional items] Reason for return/exchange: [Brief explanation] I would prefer: ☐ Refund to original payment method ☐ Exchange for [Product Name/Size/Color if known] ☐ Store credit Please let me know the next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Refund Process

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after we receive your return
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Timing: Credit card refunds appear within 5-10 business days depending on your bank. PayPal refunds are typically immediate.

Note: Shipping fees are non-refundable unless the return is due to our error.

Exchanges

For size or color exchanges:

  • We’ll ship your replacement item once we receive your return
  • If the replacement item costs more, you’ll be charged the difference
  • If it costs less, we’ll refund the difference
  • Exchanges are subject to product availability

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 48 hours of delivery
  • Include photos of the damage/defect
  • We’ll arrange a free return and expedite your replacement

Return Shipping Address

All returns should be sent to:

Urban Shoes Shop Returns
4722 Fort Street
Seattle, US 98109

For any questions about our returns policy, don’t hesitate to contact our style-savvy customer service team at [email protected].

We appreciate your trust in Urban Shoes Shop and are committed to making your urban style journey as seamless as possible.