Returns Policy

GENERAL

You are required to take reasonable care of items in order for them to be eligible for return. This includes trying items on over your own underwear to avoid soiling, and returning items to us with their original packaging and any labels intact.

Items must be returned to Urban Alpha within 14 days following the day after delivery of goods.

To download the Urban Alpha Returns Form, please click here (Right click the link and select ‘save as’).

RETURNS NOTIFICATION

To advise us that you will be returning your goods, send an email to returns@urbanalpha.co.uk including the following information:

• Your order number
• The product code(s)
• Your reason for returning the goods
• Your name, address and a contact telephone number

REFUNDS

The value of refunded items will be credited to your original payment type. The process typically takes 2-4 days after we process the refund, which will occur within 14 days. The timescale is due to varying bank / credit card processes and timescales.

We will refund the price of the purchased goods. Where discount codes have been used, we will refund the discounted price paid. We will also refund the delivery charges.

EXCHANGES

To exchange an item, please return the item to us using the steps outlined above, making sure to indicate on your returns form the size / colour of the new item(s) requested. We are only able to exchange items where a different size / colour of the same item is requested. You can place a new order if alternative items are required, and return the original item to us for a full refund.

RETURNS PROCESS

We advise that customers should return goods to us via Royal Mail.

The cost of returning an item to Urban Alpha is currently FREE to customers sending from within the UK, provided that you comply with the following:  

• Please download the Urban Alpha Returns Form (Right click the link and select ‘save as’), 
• Print off and complete the form, 
• Place the returns form in the parcel along with the despatch note or other proof of purchase where available, 
• Cut off and attach the returns label to your parcel before taking your parcel to your local Post Office. 

When returning items to us, we recommend that you obtain a free Certificate of Posting (available at Post Office counters) for all returns. In the event of your parcel being lost in transit, you may be able to claim for your losses against the Post Office.

If your order was delivered in a polythene bad and was damaged upon opening, we recommend that you return the item(s) to us in a ‘jiffy bag’ or a similar polythene bag.

If you do not use our returns form, or if you are returning goods from outside the UK, then you must pay the cost of returning the goods. We will charge you the direct costs of recovery if you do not comply or if you return them at our expense.

Please return the goods to our trading address at:

Urban Alpha Returns Department,
3 Curzon Road,
Poynton,
Cheshire,
SK12 1YE.

RIGHT TO CANCEL

If you are a consumer (ie acting for purposes outside a business), you have the right to cancel the contract within 14 days following the day after delivery of goods. (This is longer than the 7 working day period allowed by the Distance Selling Regulations). This right does not apply to goods to which the right of cancellation under the Distance Selling Regulations does not apply, including goods which by their nature cannot be returned or which are made to your specifications or are clearly personalised.

You can cancel the contract by emailing returns@urbanalpha.co.uk with the subject heading ‘CANCEL ORDER’, in which case we will refund the price paid for the goods plus delivery charges attributable to the cancelled item, as explained above.

If you cancel your order, you must return the goods to us in accordance with the returns process explained above. This applies equally if the goods are delivered to you after you have given notice of cancellation.

FURTHER INFORMATION

If you would like any further information, please contact the Urban Alpha customer services department by calling 01625 876374 or emailing customerservices@urbanalpha.co.uk.

Our customer services postal address is:

Urban Alpha Customer Services Department,
Urban Alpha Ltd,
3 Curzon Road,
Poynton,
Cheshire,
SK12 1YE.

Version Number 1.0
Effective Date: 25th November 2011