Refer a friend
Free UK Delivery Over £50 | Free Returns
Excellent
Returns and Refunds
Refund & returns policy
This page explains how returns and refunds work at Urban Optics. If you need help, contact us and we’ll guide you through the next step.
*This is a general policy summary. Your statutory rights are not affected.
How returns work
To keep the process smooth, please contact us first before sending anything back.
1
Message our support team
Use the contact page and include your order number and reason for return.
2
We confirm the return details
We’ll reply with the return instructions and what to include.
3
Send the item back
Pack securely and return using the method advised (keep proof of postage).
4
Refund processed
Once received and checked, we’ll process your refund in line with this policy.
What to include in your message
- Order number
- Item(s) you’d like to return
- Reason for return
- Photos (if damaged/faulty or incorrect item)
Return conditions
Changed your mind
Returns may be accepted if items are unused, in original packaging, and in a resellable condition. Contact us promptly so we can confirm eligibility and next steps.
Faulty or damaged
If your item arrives faulty or damaged, contact us as soon as possible with photos. We’ll work with you to resolve it quickly.
Incorrect item
If you received the wrong item, let us know with your order number and a photo of what arrived. We’ll arrange the best fix.
Refund timing
Refunds are typically processed after the returned item is received. Depending on your bank/payment provider, funds may take a few days to show.
Exclusions (common examples)
Some items may not be eligible for return due to hygiene, customization or other restrictions. We’ll confirm this when you contact us. Common exclusions can include:
- Items that have been worn, used, altered or damaged after delivery
- Items returned without original packaging or missing parts
- Customised or made-to-order products (where applicable)
- Clearance items marked as final sale (where applicable)
If you’re unsure, contact us before purchasing or returning: Contact Urban Optics.
Returns FAQs
How do I start a return?
Message us via our contact page with your order number and the reason for return. We’ll reply with instructions.
Do I need to pay return postage?
Return postage depends on the reason for return and will be confirmed by our team when you contact us.
When will I receive my refund?
Once your return is received and checked, we’ll process the refund. Your payment provider may take a few working days to show the funds.
Can I exchange instead of getting a refund?
In some cases we may offer an exchange or store credit. Contact us and we’ll advise the best option based on stock and eligibility.
Note: Urban Optics may update this policy from time to time. Your statutory rights are not affected.
