I have received the incorrect items.
UrbanJacks pick, pack and deliver hundreds of orders every day. Whilst we strive for perfect, the ball may drop while our team need to sleep due to UK employment law or they may need to pop to the lav. Please let us know through by calling us on 0800 334 5049 and let us know that we have made an error so we can improve our service.
 
My item is faulty.
If you wish to return any purchases because they are found to be either damaged or defective. Please follow the returns procedure below.

I would like a refund.
You may have decided that you do not want a replacement item and would rather have a refund. Please follow the returns procedure below and your money will be refunded into your account within 28 days of return.

We always try having the funds returned straight away, but have to put this silly deadline in place should we be inundated with orders through our website. If you are worried that we haven't refunded your money, this is not intentional and we want you to be happy more than anything in the world. Please call us straight away with your Order Reference Number and we will investigate this for you. Refunds will only be made to the original credit / debit card used to purchase the product(s). Refunds are not made in cash or in any other form of payment.

Return a purchase for refund or replacement.
When we delivered your purchase, we included a RETURNS LABEL along with of your delivery note. Please tick all relevant boxes on the returns form, explaining the reason for the return. It's important that you state your original Order Reference Number so that we can trace your original order details. Pop the form and the product in its original postage bag and send this off to our returns department.

Please make sure the original packaging is intact, all labels are still attached and the purchase is unworn (due to hygienic reasons). Our team will need to inspect your purchase and then issue a refund or we will send you the correct item / send you a replacement item. If the returned item(s) are not as requested then we cannot issue a refund/replacement and the item will be sent back to your address. It needs to be clear that these items are as we sent to to you if you like a replacement or refund.

 

Returns Postage.
Urbanjacks will only refund returns postage costs on FAULTY items. If the item is the incorrect size then, then you the buyer is responsible for the postage costs back to our warehouse. This also means that your purchase needs to be within 14 days of purchase to obtain a replacement size or refund.

Urban Jacks returns
C/O Intermail PLC
Kennet House
Horizon West
Canal View Road
NEWBURY
RG14 5XF
UK