Delivery details

Shipping

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

Cancelation 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.