Refund policy

EXCHANGE AND RETURN POLICY

We accept returns with respect to the following conditions:

  • The item must have been purchased on our online store.
  • The return or exchange must be made within 14 days of receiving your order.
  • The item must be returned unwashed, with swing tickets attached and in original unused condition, suitable for resale. We do not accept items that have been worn, washed, altered or damaged by the customer.
  • All items will be assessed upon return and only processed if our return conditions have been satisfied. If the item is returned in an unsuitable condition, it will be returned to you.
  • In the case of a return for refund, the customer is responsible for the return shipping or courier fees. In the case of an exchange, the customer is responsible for both the return shipping fees and the shipping cost of the replacement item sent back to you.
  • It is the customers responsibility to return the item to us by reliable and recorded delivery. Please note we are unable to process a refund if the item is lost in transit.
  • In the rare instance the item you receive is defective, we will replace it or refund it at no cost to yourself. To process the return and replacement of a damaged item, please follow the instructions below. We will arrange to collect the item from you with our couriers. Once we have inspected the damaged item, we will then refund you or arrange a replacement to be couriered to you. In the case that we are unable to replace the item because it is out of stock, we will offer you a full refund.

HOW TO RETURN AN ITEM

Follow the easy steps to return an item

  • Email us on urbanroseclothing@gmail.com to tell us you will be returning your purchase and give us a brief description why (fit, size, colour etc.) 
  • Package with all original tags and bags and send to: Urban Rose Clothing, 21 Blouhaak crescent, Marais Steyn Park, Johannesburg,1609.
  • The easiest method for a customer to return an item is Postnet to Postnet (R110 courier fee) Please send the returned item to the Dowerglen Postnet . Address the return to Urban Rose Clothing and use the 0825608414-contact number. 
  • On receipt of your return in good order, we will contact you to discuss your options. In the case of a full refund, we will request your banking details. It will take 5 working days to process your refund.

EXCHANGES

  • If you receive an item and it does not fit or its not suitable, we are happy to exchange it for the correct size or for another item depending on stock availability.
  • Please note accessories of any kind, intimate wear or swimwear will not be exchanged due to hygiene reasons.
  • Please follow the same steps as above indicating you would like an exchange. Once the item has been received in the original packaging and condition, we will process your exchange. It will take 5 working days to process your exchange.

REFUNDS ON SALE ITEMS OR DISCOUNT CODES

  • No refunds will be given on items bought on sale or using a discount code/offer. Items that do not fit can be exchanged for the correct size if the size is available.