Return Policy

Returns, Right of Withdrawal and Legal Guarantee

Online Smarty Ltd, trading as UrbanWearOutsiders, Company Number 11339653, 124 City Road, London, EC1V 2NX, United Kingdom. Email: hello@urbanwearoutsiders.com. Phone: +44 7454 403900.

1. Your right to withdraw (customers in the European Union)

If you live in the European Union, you may withdraw from your purchase within 14 days of the day you, or a carrier you named, take physical possession of the goods. If your order arrives in several parcels, the 14 days start on the day you receive the last item.

You do not need to give a reason and you do not need our approval. It is enough that you tell us clearly that you withdraw, before the 14 days end. You can use our online withdrawal form at Cancel your order, write to hello@urbanwearoutsiders.com, or send us the model withdrawal form at the end of this page.

Once you have told us, you have a further 14 days to send the goods back. What matters is the date you hand the parcel to the carrier, not the date it reaches us.

2. What we refund

  • The full price you paid for the goods.
  • The delivery cost you paid on the original order. If you chose an express or upgraded delivery, we refund the amount of our cheapest standard delivery option.

We issue the refund within 14 days of the day you tell us you are withdrawing, using the same payment method you used to pay. We may hold the refund until we receive the goods back or until you show proof that you have sent them, whichever happens first. The refund never carries a fee.

3. What you pay

You pay the cost of returning the goods to us. We tell you the return address and the approximate cost when you contact us. If the item is faulty, damaged, not what you ordered or not as described, we pay the return cost.

4. Condition of the goods

You may unpack the goods and handle them as you would in a shop, to check their nature, characteristics and that they work. You will not lose your right to withdraw because you opened the packaging or tried the item on. You are only responsible for a reduction in value caused by handling that goes beyond that check, and in that case we may deduct a proportionate amount from your refund and we will explain how we calculated it.

5. The few exceptions

The right of withdrawal does not apply to:

  • Goods made to your specification or clearly personalised.
  • Sealed goods which are not suitable for return for health protection or hygiene reasons, where the seal was broken after delivery. This covers underwear, swimwear and pierced jewellery when the hygiene seal is broken. If the seal is intact, you may return them.

Discounted items, sale items and clearance items can be returned. There is no such thing as a final sale for a European Union consumer buying at a distance.

6. Legal guarantee of conformity

Separately from the right of withdrawal, the goods must match what we described and be fit for normal use. If they are not, you have a legal guarantee against lack of conformity of two years from delivery across the European Union, and three years for customers in Spain. During that period you may ask for repair or replacement, and if that is not possible or not done within a reasonable time, for a price reduction or for the contract to be ended. Repair, replacement and all related costs, including postage, are free of charge to you. This guarantee is in addition to, and does not affect, any commercial warranty.

7. How to start a return

  1. Tell us within 14 days of delivery, using Cancel your order or by email to hello@urbanwearoutsiders.com with your order number.
  2. We reply with the return address and instructions, normally the same day.
  3. Send the goods within 14 days of telling us, with tracking.
  4. We refund within 14 days of your withdrawal notice, as explained above.

8. Complaints

Write to hello@urbanwearoutsiders.com and we answer within 5 working days. If you are not satisfied, consumers resident in the European Union can contact the European Consumer Centre in their country, which advises free of charge on cross border purchases.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: Online Smarty Ltd, 124 City Road, London, EC1V 2NX, United Kingdom, hello@urbanwearoutsiders.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on / received on:

Name of consumer:

Address of consumer:

Order number:

Signature (only if this form is sent on paper):

Date: