UrbanExcess operates as an online retailer. To make our customer service as efficient as possible, we prefer to answer your queries via email rather than phone. You may find the answers to your queries in our FAQ's pages. If you have any further queries, please complete the Contact Form.

Unfortunately, once your order has been placed, you can’t change or cancel it, so you should make sure you review it carefully as you go through the checkout process.

Unfortunately we are unable to change the delivery addresses for parcels once the order has been placed.

Please note, any changes you make to your account after an order has been placed will not take effect.

If you want an item exchanged, we are generally able to reserve the item for you. On occasion, if a product is very popular, we won’t be able to do this; however we will inform you of this when you request a reserve.

If you would like an item reserving, please email us using the form above with your order number and the full product name of the item you wish to reserve.

Depending on the time that your order was placed and the shipping chosen at checkout, your order will take around 1 – 3 working days to be delivered within the UK. If Royal Mail First Class or Royal Mail Tracked has been selected, please be aware that whilst they give a guideline of 1 – 3 working days, on occasion it may take a little longer if there is a mail disruption.

For Europe your order should arrive within 2-4 working days and the rest of the world within 3-7 working days.

Yes, you can ask for your order to be delivered to an address that is different to your home address when you go through the checkout process.

Yes, we deliver to almost all locations!

The customer is responsible for all customs and import duties that may be due.

If you have chosen Royal Mail Tracked, Royal Mail Special Delivery Next Day or ParcelForce Next Day, your tracking number can be found under the My Account tab when you are logged in. If you have trouble finding your code, please email us using the form above including your order number and we will send it through to you.

We are happy to refund items that are returned to us within 28-days from the date of purchase, in the same condition that it was received and with the tags still attached. Please refer to the return instructions on the reverse of your dispatch note for further details. All shoes must be tried on a carpeted surface until you are certain you are keeping them.

Please note that underwear is non-returnable and that swimwear must have all labels and hygiene protectors intact.

Delivery charges are non-refundable and the customer is responsible for all return shipping costs. If the item is being returned because of damaged goods or if the wrong item has been received, Urban Excess will refund the shipping cost for returning the item.

In order to save you time and ensure your refunds/exchanges are processed quickly and efficiently, please ensure you obtain and include a Return Authorisation Number.

We recommend you send your return using a secure or trackable method - i.e. Recorded/Special Delivery. Please retain your proof of postage; until we receive your return, the items and their condition are your responsibility.

As soon as we receive your item(s), we will process a refund to the card that was originally used to pay and send you a confirmation email. Please allow 3 working days for the funds to clear in your account.

First check that your item is in stock on the website by adding it to your basket. Send us an email at using the form above and include your order number, name of the item that you would like it exchanged for and the SKU code (you will see this when you put the item in your basket). We will reply with instructions and your return authorisation number. Please note that we can only dispatch one exchange, after which a separate order will need to be placed.

All orders (apart from wholesale orders) should be placed through the website using your credit or debit card or you can pay via Paypal.

We accept all cards except American Express and Diners.

All orders (apart from wholesale orders) should be placed through the website using your credit or debit card or you can pay via Paypal.

There are several things to check if your card doesn’t appear to be working:

Ensure that the card expiry date and start date have been entered in the correct order. Our payment system requests the expiry date first.

Make sure that the name you enter in the credit card section matches that printed on the front of your card and that your billing address matches what is printed on your bank statements.

Check that the telephone number and postcode you entered do not contain anything other than letters and numbers. The payment will fail if there are n/as, full stops, commas, exclamations or any other symbols. If you do not have a postcode or telephone number, enter a zero.

If you do not have an issue number, leave that box empty

Orders over a certain amount will require a 3D secure password to be entered that are intended for your own security. This is a password that you set up for your own account with your bank and can be done at the time of your order via a pop up by VISA. If you have already done this previously and cannot remember your password, you can reset it after three attempts.

If you live outside the UK and your bank does not support 3D secure, this can cause your payment to fail. Please send us a message using the form above and we will tell you what to do in this circumstance.

If you are still unable to process your payment let us know using the form above and we will put it through for you.

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