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Refund and Return Policy
At URBAN SOLES LTD., we are committed to providing products and services that meet the highest standards of quality. However, we understand that circumstances may arise in which a return or refund is necessary. This Refund and Return Policy is designed to outline your options and our procedures for handling such requests in a fair and transparent manner.
Customers may return eligible items within 30 days of the delivery date, subject to the following conditions:
Items must be returned in new and unused condition, with original packaging, tags, and all included components.
The product must not show signs of wear, alteration, or damage caused after delivery.
A proof of purchase (e.g., order confirmation or invoice) is required for all returns.
Items that are non-returnable include (but are not limited to):
Digital goods or downloadable products
Customized or made-to-order items
Final sale or clearance items
Perishable goods or hygiene-sensitive products
To begin the return process:
Visit our returns portal at www.urbanssole.shop or contact our support team via [email protected] or +1 857-272-4322.
Once your request is approved, you will receive return instructions and a shipping label if applicable.
Please Note:
A $10 return shipping fee may be deducted from your refund when using a prepaid label and requesting a refund to your original form of payment.
If you choose store credit, the return shipping fee is waived.
We gladly accept international returns under the following terms:
Return shipping costs and any applicable import/export duties or taxes are the responsibility of the customer.
These fees are non-refundable, as they are imposed by local customs authorities and not collected by URBAN SOLES LTD..
All international returns must include a tracking number and be initiated through our return center at www.urbanssole.shop.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, refunds will be processed to your original method of payment within 5–10 business days.
For store credit, an e-gift card will be issued immediately upon approval.
Refund times may vary based on your financial institution’s processing schedule.
If you receive a damaged or incorrect item, please notify us within 7 days of delivery:
Contact us at with your order number and photos of the issue.
We will arrange for a replacement, exchange, or full refund at no cost to you, depending on the situation and item availability.
We currently do not offer direct exchanges. If you wish to exchange an item:
Please return the item you no longer want by following our standard return procedure.
Place a new order for the desired product separately to ensure availability.
If you received an item as a gift and wish to return it:
We will issue store credit for the value of the returned item.
Proof of original purchase is required, and standard return eligibility applies.
If you wish to cancel your order, please contact us as soon as possible at or .
Orders may only be canceled before they have been shipped.
Once dispatched, the order will need to be returned following our standard return process.
Our customer support team is available to assist with any concerns related to returns, refunds, or order issues:
📧 Email: [email protected]
📞 Phone: +1 857-272-4322
🏢 Address: 4929 Leverton Cove Road, Cambridge, Massachusetts
🌐 Website: www.urbanssole.shop
Our service hours are Monday–Friday, [insert time zone and hours].
This Refund and Return Policy may be updated from time to time to reflect changes in our services or legal requirements. The most current version will always be available at www.urbanssole.shop, and the date of the last update will be indicated at the bottom of the page.
Last Updated: 2025/04/16
Thank you for choosing URBAN SOLES LTD.. We appreciate your trust in us.
