Returns & Cancellations

We appreciate your custom. Every piece in our collection is crafted to order.

Your right to cancel and personalised products

1. For most standard products that you choose from our catalogue (for example, a design we already offer in a standard size and colour), you have the right to cancel your order within 14 days after the day you receive the goods, without giving any reason. This right is given by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise your right to cancel: Please email us at admin@urbanbasics.co.uk stating clearly that you wish to cancel your order. Please include your Name, Address, Order Number, Date Ordered, and the items you wish to cancel. You may also use our contact form.

2. This cancellation right does not apply to products that are made to your personal specifications or are clearly personalised, for example where you upload your own artwork or request custom text or a design that is unique to you. In those cases Regulation 28(1)(b) of the Consumer Contracts Regulations 2013 allows us to refuse cancellation once production has begun.

3. We will always tell you on the product page and at checkout when an item is treated as personalised and therefore not cancellable once production has started, and we will ask you to confirm that you understand this before you place your order.

4. This does not affect your legal rights if the goods are faulty, not as described, or do not conform to the contract. If a personalised item is defective or misdescribed, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015, in the same way as for any other product.

Garment Issues or Defects

If an item does not conform to the contract (e.g. it is not of satisfactory quality, not fit for purpose, or not as described), you have the following rights under the Consumer Rights Act 2015:

• Within 30 days of delivery: the right to reject the goods and receive a full refund.
• After 30 days but within 6 months of delivery: we are entitled to attempt one repair or replacement. If this fails or is not possible, you may claim a full or partial refund.
• After 6 months: you may still claim, but you will need to demonstrate that the fault existed at the time of delivery.

Please reach out to our team at admin@urbanbasics.co.uk or via our contact form within the relevant timeframes. Send your order number along with clear photos of the issue to our support team, and we will arrange a resolution as quickly as possible.

Incorrect Address & Unclaimed Packages

If you provide an incorrect or insufficient delivery address and a shipment is lost or destroyed as a direct result, you will be responsible for the cost of a replacement order at the price applicable at the time of reorder. We will take reasonable steps to redirect a shipment if you notify us before it is dispatched.

If a correctly addressed package is held for collection and goes unclaimed, and is subsequently disposed of by the courier, we will assess whether the failure to collect was attributable to you or to the courier's process before determining liability. Where the failure is primarily attributable to the courier, we will seek resolution with the courier in the first instance. Where it is primarily attributable to you, we may require the cost of a replacement order.

Lost Packages

Where a package is confirmed lost by the courier after a tracking investigation (typically within 14 business days of the latest expected delivery date), we will issue a replacement at no charge or, at your option, a full refund.