Frequently Asked Questions
What can we help you with?
Shipping & delivery
What are your delivery options and costs?
- Standard: £6.00 (2 – 4 business days*) – Tracked
- Express: £8.95 (1 – 3 business days*) – Tracked
*Business days: Monday – Friday. Excluding bank holidays.
How long will my order be processed?
After your order is confirmed, it will be processed within 1 – 2 days. Once fulfilled, you will receive an email containing a tracking number and a link to track your package.
Please note: Personalised products may require an additional 1 – 2 days for production.
How can I track my order?
After your order ships, you’ll receive an email with a tracking number and a link to the courier’s website to track your package.
What do I do if my order is delayed?
If your order has not arrived after the delivery date from the courier, please contact us HERE or via online store chat.
Please note: Orders may experience delays due to courier issues, promotional demand, new product releases, or holiday sales.
What countries do you ship to?
We currently process and ship orders only within the mainland United Kingdom (England, Scotland and Wales).
Can I change my shipping address after placing an order?
No, shipping addresses cannot be modified after an order is placed. Please double-check your address before submitting your order.
Can I have my order shipped to a P.O. Box?
No, we do not ship to P.O. Boxes at this time. All orders must be sent to a physical street address to ensure safe and timely delivery.
Returns & refunds
What is your return policy?
We offer a 30-day hassle-free return policy. You have 30 days from the date you receive your order to request a return.
How do I start a return?
To submit a request return, please follow these steps:
Click the profile icon in the store's menu.
1. Log in to your account:
(a) In the "Email" field, enter your email address, and then click "Continue".
(b) In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
(c) Go back to the online store, and then enter a six-digit verification code.
2. Click "Request return" for the order for which you want to submit the return.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Request return".
If your return request is approved and requires shipping, you will receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.
How long does it take to receive my refund?
If your items have been approved, you’ll be automatically refunded to your original payment method within 10 business days. If you have not received your refund within 10 business days, please get in touch with us HERE or via online store chat.
What conditions must my item meet to be eligible for a return?
To qualify for a return, items must:
- Be unworn and unwashed
- Have all product tags attached
Are there fees for returning items via delivery marked as collection orders?
Returns will be charged if the item(s) are marked as collection, and postage will be deducted from the total amount to be refunded once it arrives in-store.
Orders
Can I cancel or change my order once it's placed?
Unfortunately, we cannot change your order once you have placed it. If you want to cancel your order, please get in touch with us HERE. If you wish to return an item, please see our refund policy for details.
Can I cancel or change my pre-order?
Refunds/cancellations for pre-orders are available at any point before the item's closure date. We do not accept refunds after the pre-order item's closure date. If you have ordered the wrong size/colour, please contact us before the item's closure date.
Discounts & payments
What payment methods do you accept?
We process all payments on urbanfieldsports.co.uk safely and securely. You can pay using:
- Visa
- Mastercard
- Maestro
- American Express
- Apple Pay
- Google Pay
- Klarna
Can I use Klarna for all orders?
Klarna can be used for most products, but some restrictions may apply depending on order value or location.
Is it safe to pay on your website?
Yes. All payments on urbanfieldsports.co.uk are processed securely using encrypted connections, keeping your payment information safe.
How do I apply a discount code?
At checkout, simply enter your discount code in the box under "Order Summary", then click "Apply".
Why is my discount code not working?
Your code may have expired or may not be recognised. Double-check for typos; codes are case-sensitive and shouldn’t include spaces.
Can I combine multiple discount codes?
No. Only one discount code can be applied per order.
What should I do if my payment is declined?
Check that your card details are correct, your card has sufficient funds, and that your bank allows online payments. If the problem persists, contact your bank or try a different payment method.
When will my payment be charged?
Your payment is typically processed immediately at checkout. If using Klarna or another payment plan, please check their terms for when charges occur.
Can I change my payment method after placing an order?
No, once your order is submitted, the payment method cannot be changed.
Products
Are your products UK or Asian sizes?
Our products use UK sizing. Please refer to our size guide before ordering to ensure the best fit.
Please note: Sizes can vary slightly depending on the style or product type, so checking the measurements is recommended.
What if I’m between sizes?
If your measurements are between two sizes, we recommend choosing the larger size for a more comfortable fit.
Do your items run true to size?
Most of our items fit true to UK sizing, but some styles may run slightly small or large. Check the size guide for fit notes specific to each product.
Can I exchange items for a different size?
Yes, if your item doesn’t fit, you can exchange it following our refund policy.
Do you have a size guide?
Yes, we provide a size guide for all products, showing detailed measurements for each size. Please check our size guide before placing your order to ensure a perfect fit.
Can't find your answer?
Contact us via email or online store chat.