Returns & Refunds

At urbanflock, we want you to love the pieces you buy from us.

Because many of our garments are handmade in small quantities, we carefully check every item before it leaves us. But we also understand that sometimes something isn’t quite right.

Our returns policy is set out below.

Change of mind

If you have purchased an item online and simply change your mind, you may return it to us in its original, unused condition.

The item must:

• Be unworn and unwashed
• Be free from perfume, makeup, pet hair or other marks
• Have all original tags attached
• Be returned in its original packaging where applicable
• Be in a condition suitable for resale

Please contact us within 7 days of receiving your order to arrange a return.

For eligible change-of-mind returns, the cost of returning the item to urbanflock will be for the customer’s account.

Once we receive and inspect the item, we will process the applicable refund.

Online cooling-off rights

Nothing in this policy limits any rights you may have under South African consumer law.

For qualifying electronic transactions, the Electronic Communications and Transactions Act provides consumers with a right to cancel certain transactions within seven days of receiving the goods, without giving a reason. The direct cost of returning the goods may be payable by the consumer. 

Exchanges

If you would prefer to exchange your item for another size or product, please contact us within 7 days of receiving your order.

Exchanges are subject to availability.

If the replacement item is more expensive, you will need to pay the difference.

If it is less expensive, we will refund the difference.

The original item must meet the return conditions above.

Faulty or damaged items

We take great care when making and checking our products, but if your item arrives damaged or has a manufacturing fault, please contact us as soon as possible.

Please email us with:

• Your order number
• A description of the problem
• Photographs of the item and the fault

We will assess the issue and arrange an appropriate remedy.

Your statutory rights under the Consumer Protection Act are not affected by this policy. The CPA provides an implied warranty of quality, and qualifying defective goods may be returned within six months, subject to the Act. Depending on the circumstances, the consumer may be entitled to a repair, replacement or refund. 

Incorrect item

If we have sent you the wrong item, size or product, please contact us as soon as possible.

We will arrange for the incorrect item to be returned and will send you the correct item at no additional cost.

Handmade pieces

One of the things that makes urbanflock special is that our clothing is handmade.

Small variations in colour, texture, stitching and finish are a natural part of handmade production. They are not considered faults and are part of the character of each individual piece.

No two pieces are necessarily exactly the same — and that’s rather the point. 💛

Made-to-order and personalised items

Some urbanflock pieces may be made specifically for you or to your requested specifications.

Unless the item is faulty or otherwise covered by your statutory consumer rights, made-to-order or personalised items may not be eligible for a change-of-mind return.

We will always confirm the details of a made-to-order item with you before production begins.

Sale items

Sale items may be returned where required by applicable consumer law.

If an item is clearly sold as being in a particular condition and you have agreed to accept it in that condition, different rules may apply. 

How to arrange a return

Please contact us before sending anything back.

Email: info@urbanflock.co.za
WhatsApp: 0829251431

Please include your order number and the reason for your return.

We will then provide you with the return instructions.

Please do not send a return to us without contacting us first.

Refunds

Once your returned item has been received and inspected, we will confirm whether the return has been approved and process the applicable refund.

Refunds will normally be made to the original payment method.

Please allow 15 business days for the refund to reflect, depending on your payment provider.