Refund policy
Last update: September 1, 2026
We want you to feel good about every Urban Robe order. This page explains, in plain terms, how returns, exchanges, and refunds work — for customers everywhere, plus a few extra protections for shoppers in the EU/EEA.
Quick Summary
| Return window | 30 days from delivery |
| Exchange window | 30 days from delivery |
| Who pays return shipping? | You, unless it's our mistake |
| Refund method | Original payment or store credit — your choice |
| Refund processing time | Up to 10 business days after approval |
| Custom items | Final sale (unless faulty) |
| EU/EEA withdrawal right | 14 days, by law — separate from the above |
Eligibility: What Qualifies for a Return
To send something back to us, make sure:
- It's within 30 days of your delivery date
- You've contacted us first (see below) — please don't ship anything back without hearing from us
- The item is unworn, unwashed, unused, and still has its original tags and packaging
Not sure about fit? Check our size guide before ordering — it'll save you a return shipping fee down the line if the size is simply a personal preference rather than an error on our end.
Starting a Return or Exchange
- Reach out — email support@urbanrobe.com or use our Contact Us form. Include your order number, which item(s) are involved, and why.
- Get approval — we'll confirm you're eligible and send back the return address and any instructions.
- Pack and ship — send the item back securely in its original packaging within 30 days of getting approval.
- We inspect — once it arrives, we check it over (2–5 business days) and let you know the outcome.
Items sent to us without going through this process first may be refused.
Who Covers Shipping
You pay return shipping when:
- You changed your mind
- The size or fit wasn't right (and you ordered it as listed)
- You no longer want the item
We pay return shipping when:
- The item is defective
- We sent the wrong item
- It arrived damaged in transit
A couple of edge cases: if a package comes back to us because the address you gave was wrong or incomplete, or because you didn't collect it from the carrier, any resulting shipping, customs, or carrier fees will be taken out of your refund. And if an item comes back visibly used or devalued, that loss in value may also be deducted.
Getting Your Refund
Once your return passes inspection, you'll choose between:
- A refund to whatever payment method you originally used, or
- Store credit toward a future order
Approved refunds are issued within 10 business days; your bank may take a bit longer to actually post the funds. Keep in mind that expedited shipping charges from your original order aren't refundable — that fee paid for a service already delivered, so only the product price comes back to you. (This holds even for EU/EEA withdrawal-based returns, unless local law says otherwise.)
Exchanging for Something Else
Want a different size, color, or style instead? Just follow the same steps as a return and tell us what you'd like instead, subject to what's in stock.
- Costs more? We'll send you a link to pay the difference.
- Costs less? We'll refund or credit the difference, your choice.
Once we've received and checked your original item, approved exchanges typically ship within 3–7 business days.
Custom-Made Orders
Urban Robe doesn't sell personalized items as standard stock — but if you've asked us to make something to your own spec (a custom size, name, color, or a design we don't normally carry), that's a custom order, and it's handled differently:
- Custom orders are final sale — no returns or exchanges — unless the item arrives damaged, defective, or different from what was agreed.
- We'll always confirm the details with you by email or through our contact form before production begins.
- EU/EEA shoppers: under EU consumer law, custom/personalized goods are excluded from the standard right of withdrawal (more below).
What Can't Be Returned
- Custom or personalized pieces (unless faulty — see above)
- Anything marked "Final Sale" at checkout
- Gift cards
- Items sent back without authorization, or that arrive worn, washed, or damaged
If Something Arrives Wrong
Damaged box, faulty item, or not what you ordered? Let us know within 30 days of delivery with a few photos of the item and its packaging, and we'll sort out a free replacement, exchange, or full refund — including shipping, where relevant.
This covers manufacturing faults, transit damage, and our own fulfillment mistakes. It doesn't cover general wear and tear, misuse, accidents, or changes you've made to the item after it arrived.
Shipping From Pakistan — What International Customers Should Know
All Urban Robe items ship out of Pakistan, so a few things apply if you're ordering from abroad:
- Delivery and return transit times vary by country
- Customs duties, import taxes, and similar fees charged by your own country are your responsibility, except when the return is due to our mistake
- We suggest using a trackable shipping service for any return — we can't take responsibility for parcels lost on the way back to us
EU/EEA Customers: Your Right of Withdrawal
Separately from the 30-day policy above, EU/EEA consumers have a legal right to withdraw from a purchase within 14 days of receiving it, no reason required. This is set by EU law (Directive 2011/83/EU) and can't be extended or shortened by us — it simply runs alongside our own store policy.
To use this right:
- Cancel through your account's Order Status page at account.urbanrobe.com, or
- Email support@urbanrobe.com (or use our Contact form) stating clearly that you're withdrawing — your order number plus "I wish to withdraw from my purchase" is enough.
You then have 14 more days from that notice to physically send the item back.
What you get back: all payments made, including standard delivery cost (though not the extra cost of a faster shipping option you may have chosen), refunded within 14 days of us receiving the goods or proof you've shipped them — whichever happens first. Refunds go back to your original payment method unless you tell us otherwise.
What's on you: the direct cost of shipping the item back, and any reduction in value caused by handling the item beyond what's needed to check it over.
What's excluded: per Directive 2011/83/EU, this right doesn't cover custom/personalized goods, or goods that get physically mixed with other items after delivery.
Questions?
We're here to help — reach out any time.
Urban Robe
Address: Office 305, Kashif Center, Main Shahra-e-Faisal Karachi Cantonment, Karachi, 75530, Pakistan
Email: support@urbanrobe.com