Returns & Exchanges

Changed your mind? In addition to rights that cannot be excluded under the Australian Consumer Law, Urban Avenue offers an eligible change-of-mind return period of 14 days from delivery.

How do I return or exchange an order?

1. Register — contact customer service within 14 days of delivery. Include your order number, the items you wish to return or exchange and the reason.
2. Pack — pack the items securely in the condition received, with original tags and, where possible, original packaging.
3. Send — follow the return instructions provided by customer service. Unless the item is faulty, incorrect or otherwise covered by a legal remedy, the customer is responsible for the return shipping cost.
4. Refund or exchange — once the return has been received and inspected, we will process an approved refund or arrange an available exchange. Bank or payment-provider processing times may apply.

Can sale items be returned?

Yes. Eligible sale items may be returned under the same change-of-mind conditions unless a lawful exclusion was clearly disclosed before purchase. Your Australian Consumer Law rights continue to apply to faulty or misdescribed sale items.

How long do I have?

For a change-of-mind return, contact us within 14 days of delivery and send the parcel within the timeframe in the return instructions.

How are refunds processed?

Approved refunds are issued to the original payment method. Gift-card purchases are returned as store credit. We will email you when the return has been processed.

General return conditions

• Items must be complete, unused and in their original condition.
• Original tags and, where possible, original packaging must be included.
• Footwear must be tried on indoors on a clean surface.
• We may reduce or refuse a change-of-mind refund where an item has been worn, damaged, altered or handled beyond what is reasonably necessary to inspect it.

Faulty, unsafe, damaged or incorrect items

Contact us promptly with your order number and clear details. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law. Depending on the issue, you may be entitled to a repair, replacement, refund or another remedy.

Return form

If a return form or instruction is missing, contact customer service and we will provide the required information.

Questions about a return? Contact us via webshop@urban-avenue.com.