Return policy & exchange

You have 14 days from delivery to start a return. Items must be:

• Unworn (no outdoor wear — try them indoors on a clean soft surface only)
• In their original condition with all tags attached
• Returned in the original shoebox AND inside an outer protective cardboard box (the shoebox cannot be used as the shipping container)
• Accompanied by the original order receipt or order number

How to start a return: Email support@urbankineticwear.co.uk with your order number and the reason for return. We'll reply within 24 hours (Mon–Fri) with the return address and a clear instruction list.

Change-of-mind returns (wrong size, didn't like the colour, no longer needed):

• You arrange and pay the return postage to ship the trainers back to our Manchester depot.
• The original delivery fee you paid at checkout is non-refundable.
• The product price is refunded in full to your original payment method once the return is inspected.

We strongly recommend a tracked and signed service for your protection — until the parcel arrives with us it remains your responsibility:

• Royal Mail Tracked — UK
• DPD — UK + international
• UPS / DHL — international

We do not recommend Evri / Hermes due to higher loss rates with shoeboxes.

Faulty or incorrectly shipped items are fully covered by UKW — we pay the return postage and refund the original delivery fee too. See the Faulty Items section below.

Once your return arrives at our Manchester depot, we inspect it within 3–5 working days. If everything is in order, the refund is issued to your original payment method.

Most refunds appear on your statement within 1–3 working days of being issued. Klarna and Apple Pay sometimes take up to 7 working days to reflect.

What's refunded: the product price you paid for the trainers. The original delivery fee (Standard, Express, Next-Working-Day, or Saturday) is non-refundable on change-of-mind returns and exchanges. Faulty-item refunds are issued in full including the original delivery cost.

Sneakers can take a try to get the right size — exchanges are a normal part of how we work. Size or colourway exchanges must be requested within 14 days of delivery, and the item must meet the same conditions as a return (unworn, tags attached, original packaging inside an outer box).

How to start an exchange

Email support@urbankineticwear.co.uk with your order number and the size or colourway you'd like to swap to. We'll confirm stock availability before you ship the original back — this prevents your replacement going out of stock while in transit.

The exchange itself is free

We don't charge any handling or admin fee for an exchange — the swap is on us.

Shipping costs

• Return postage for the original pair — paid by you (same recommended couriers as for returns).
• Outbound delivery for the replacement pair — paid by you at the standard rate (free on replacement orders that would total over £100). Once we confirm the exchange, we'll send a secure payment link for the outbound delivery fee.

Price differences

• New item is more expensive — we send a payment link for the difference. Unpaid links over 14 days will result in the original item being returned to you.
• New item is cheaper — we refund the difference back to your original payment method when the replacement ships.

Processing time

Exchanges typically process within 5–10 working days from the moment your return is received and verified. If your new size or colourway is out of stock when we receive the return, we'll email you three options: choose an alternative, take store credit, or have the original sent back.

The following items are non-returnable and final sale:

• Worn or used trainers — any outdoor wear, scuffs, dirt, or sole damage
• Pre-orders — all pre-order sales are final once payment is taken
• International orders — final sale unless faulty or incorrectly shipped
• Vintage or collector pairs — trainers over 5 years old are sold as collector's items with no refund or exchange for age-related material wear
• Sale items marked 'final sale' at checkout
• Gift cards and store credit

Every pair at urbankineticwear.co.uk is hand inspected before dispatch, but if you receive a faulty or incorrect item, contact us as soon as possible. Ideally within 48 hours of delivery, and in any case within 14 days — with clear photos at support@urbankineticwear.co.uk.

For genuine faults or shipping errors, UKW covers the cost of return shipping in full and gives you the choice of:

• A full refund to your original payment method
• A direct replacement of the correct item
• An exchange for an alternative colourway or size of the same value

As a reseller of authorised stock, we cannot guarantee long-term manufacturing durability beyond what the original manufacturer warrants. We do guarantee that every pair is 100% authentic, verified, and in unworn factory condition before leaving our depot.

Nothing in this policy affects your statutory rights as a UK consumer under the Consumer Rights Act 2015, including the right to a full refund within 14 days of receipt if you change your mind on an online purchase (provided the item is unused and in its original condition), or your right to a remedy if goods are not as described, of unsatisfactory quality, or unfit for purpose.

For more information about your UK consumer rights, visit gov.uk/consumer-protection-rights.