Refund & Returns Policy
At Urban Schott, we want you to shop with confidence. If something isn't right with your order, we'll do our best to make it right. Please review the policy below before requesting a return, exchange, or cancellation.
1. Return Eligibility
You may request a return or exchange within 15 days of the delivery date.
To qualify, the item must:
- Be unworn, unused, and unwashed.
- Be returned in its original condition with all tags and packaging intact.
- Show no signs of damage, stains, odors, alterations, or misuse after delivery.
All products are inspected before shipment. Items that do not meet the above conditions may not qualify for a refund or exchange.
2. Non-Returnable Items
The following items are not eligible for return or refund unless they arrive damaged or incorrect:
- Custom-made or personalized products.
- Items returned without prior authorization.
- Products damaged due to improper use after delivery.
- Clearance or final sale items (where stated).
3. Size & Fit
Please review our sizing guide carefully before placing your order.
If We Sent the Wrong Size
If the size you receive does not match the size ordered or the measurements listed on our website, please notify us within 24 hours of delivery. Once verified, we'll arrange a replacement at no additional cost.
If the Selected Size Doesn't Fit
If the correct size was shipped according to your order and our published size chart, we are generally unable to offer a return or exchange for sizing preferences. If you're unsure before ordering, our support team is happy to help you choose the right size.
4. Return Shipping
Unless the error was made by Urban Schott, customers are responsible for return shipping costs.
We recommend using a tracked shipping service, as we cannot be responsible for returns lost during transit.
5. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved:
- Refunds will be processed using your original payment method.
- Processing times may vary depending on your bank or payment provider.
Shipping charges, customs fees, duties, and taxes are generally non-refundable unless the return results from our mistake.
6. Exchanges
If you received a defective, damaged, or incorrect item, we'll gladly replace it after verification.
Replacement requests should be submitted as soon as possible, preferably within 24 hours of receiving your order.
7. Order Changes
Need to update your order?
You may request changes to your:
- Size
- Color
- Personalization
- Patches or customization
- Shipping details (where possible)
Please contact us within 24 hours of placing your order. Once production has started, changes may no longer be possible or may incur additional charges depending on the work already completed.
8. Order Cancellation
Because many of our products are made or prepared specifically for each customer, cancellations are subject to the following schedule:
- Within 24 hours: Full refund.
- After 24 hours: Refund less a 25% processing and production charge.
- After 3 days: Refund less a 35% production charge.
- After 7 days: Orders cannot be cancelled, as production is typically underway or completed.
9. Customs & Import Charges
International customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or other charges imposed by their country's customs authorities. These fees are not controlled or reimbursed by Urban Schott.
10. How to Request a Return
To begin a return or exchange, please contact us with:
- Your order number
- The reason for your request
- Photos of the item (if damaged, defective, or incorrect)
Email: info@urbanschott.com
Our team will review your request and provide the next steps.
11. Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery with clear photographs. We'll work quickly to resolve the issue through a replacement, exchange, or refund where appropriate.
12. Our Commitment
Customer satisfaction is important to us. Every request is reviewed individually, and we'll always aim to provide a fair solution whenever possible. If you have any concerns before or after your purchase, our support team is here to help.
Contact Us
Urban Schott
Email: info@urbanschott.com
Contact Page: https://urbanschott.com/pages/contact