Customer Service

Delivery

All orders received before 4.00pm Monday to Friday will be dispatched the same day, subject to payment card authorisation and stock availability. Any orders received after 4.00pm will be dispatched the following day. If there is any problem with card payment authorisation or stock availability, Urban Underwear will notify you by email immediately.

Important: Please note that orders are sent in plain discreet packaging. We do not send orders of one single item orders in unnecessary packaging and all boxes are 100% recyclable.

United Kingdom - First or Second Class Delivery - £2 (expect delivery with 3-5 days)
European orders - £3.00
International orders - £6.00

If you place your order after 4.30pm your goods will be dispatched the next day.

*All deliveries will be made according to the carriers' standard procedures. Orders of 2 items or more will not fit through a letterbox. If delivery of the item(s) is not taken, the item may be taken back to the postal depot for collection.

Returns policy

Urban Underwear offers a 100% guarantee that if you are in any way dissatisfied with the products you have ordered we will exchange them or give you a full refund, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact within 30 days of purchase date. Note: We do not refund or exchange thongs/gstrings. 

Please ensure that all underwear, including swimwear is tried on over your own underwear. We reserve the right to refuse returns for item where this policy has not been adhered to.

We will let you know by email as soon as we receive the goods, and will process your request for either a refund or replacement as quickly as possible. Please allow up to seven days from receipt of your return for this to be done.

If you have requested a refund, or replacements of a lower value than the returned goods, any refund due will be credited back to the card used to pay for the original order. We will let you know by email as soon as the refund has been processed. Similarly, if you have requested replacement products of a higher value, any amount owed will be charged to the card used to pay for the original order.

With your order you will find a returns letter which will need to filled in and returned so that we can identify why your items(s) have been returned. Send the items back in the original packaging via Royal Mail 2nd class postage, and ensure that you obtain a Certificate of Posting (available free from the Post Office) for all returns, so that we can complete your request in the event of items being lost in transit. If the value of the goods being returned is greater than £30 please use recorded delivery. You should keep this certificate or recorded delivery receipt until you have received your refund or replacement.

If the products you have ordered are faulty or damaged in anyway, please use the same procedure as above and state clearly where the fault is, as it may be too discreet to notice. We will be glad to exchange the product for the same product, (subject to availability) or a product of the same price of your choice. We will contact you immediately if stock is not available. 

Returns address:
Returns
PO Box 683
Harrow
HA3 3ER

Cancellation of order

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase at any point from the time of ordering until seven working days after delivery.
To cancel this contract, email the Customer Service Team contact@urbanunderwear.com . If we have already shipped your order, you will need to package the relevant items and send them back to us in the same packaging using the returns address above.

Safety on the Internet

Urban Underwear ensures that your credit card and personal information is treated with the strictest confidentiality.

We use Protx 3D secure payment services to process all of our transactions. Protx automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layers protocol (SSL) with an encryption key length of 128-bits, which is the highest commercially available. (You will see a padlock icon appear on the bottom right hand corner of the window.)

Once your information reaches us, it resides on a server that is heavily guarded both physically and electronically. The Protx servers sit behind an electronic firewall and are not directly connected to the internet, so your private information is available only to authorised computers.

Should you require anymore information please contact us. 

Privacy Policy

Urbanunderwear.com is committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the data protection act 1998).

We collect information about you for 2 reasons: firstly, to process your order and second to provide you with the best possible products and service.

The type of information we collect about you includes: Your name, address, phone number, email address.

We will only email you in the future if you have given us your consent be opting in to our email newsletter, which will be for the purpose of new products and promotions from us only. We will not share your details with any other persons or companies and you will be able to unsubscribe at anytime.

We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up-to-date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law.

We use technology to track the patterns of behavior of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

If you have any questions/comments about privacy, you should contact us  

Complaints/comments

If you have any comments about any aspect of Urban Underwear, please feel free to send us an email: contact@UrbanUnderwear.com  we are always glad to hear anything that will help us improve our service as well as things that we do well.