Last edited: December 27, 2025
At Urban Uso, we take pride in the quality of our products. If something isn't quite right, we're here to help.
We accept returns within 30 days of delivery, provided that:
Items are unworn, unwashed, and unused. With all original tags, and in its original packaging. Proof of purchase (order number or confirmation email) must be provided.
Items returned that do not meet these conditions may be declined and returned to the customer.
All sale or clearance items are final sale and not eligible for return, refund, exchange, or store credit, unless the item is faulty or does not meet consumer guarantees under Australian Consumer Law.
Refunds, Exchanges & Store Credit
Once your return is received and inspected, eligible returns may be approved for:
Refund to the original payment method
Exchange (subject to stock availability)
Store credit
Refunds are processed within 2 business days of receiving the returned item. Please allow additional time for your bank or payment provider to process the refund.
Return Shipping
Customers are responsible for return shipping costs for change-of-mind returns.
We recommend using a trackable shipping service, as Urban Uso is not responsible for items lost in transit.
Faulty, Damaged or Incorrect Items
Under Australian Consumer Law, customers are entitled to a repair, replacement, or refund if a product is faulty, damaged, unsafe, or not as described.
If you receive an item that is faulty, damaged, or incorrect:
Please contact us as soon as possible.
Urban Uso will cover return shipping costs.
We will offer a refund, exchange, or store credit in line with ACL requirements.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
How to Start a Return
To initiate a return, please email:
talofa@urbanuso.com or use the form on our
Contact Us page.
Include:
Your order number
Item(s) you wish to return
Reason for return
Please wait for return approval before sending items back.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Contact Us
For any questions regarding returns or refunds, contact us at:
talofa@urbanuso.com or use the form on our
Contact Us page.
