Complaints & Disputes

At Urbane Hide, we value our customers and strive to provide only the best products and services. However, if you are not completely satisfied, we are committed to handling your complaint fairly and transparently.

Filing a complaint

If you have a complaint about Urbane Hide, please contact us directly at deepa@urbanehide.nl

  • Complaints cannot be submitted or discussed by telephone.
  • Once we have received your complaint, you will receive a confirmation email.
  • Our complaints team will assess your report and will strive to find a suitable solution together with you.

Handling of complaints

  • We will respond within 14 days of receiving your complaint.
  • If more time is needed, we will inform you about the expected delivery time.
  • Our goal is always a fair and satisfactory solution for every customer.

EU 30-day cooling-off period (Return & Cancellation)

If your order was delivered within the European Union, you are entitled to a 30-day reflection period.

  • You can cancel or return your order within 30 days of receipt, without giving any reason.
  • Returns must be in their original condition: unworn or unused, with tags attached and in the original packaging.
  • Proof of purchase (such as your order confirmation) is required.
  • Once we have received and inspected your return, we will process your refund as soon as possible.

Escalation procedure

If you believe your complaint has not been handled properly by Urbane Hide, you can escalate your complaint further via an independent dispute platform:

Frequently Asked Questions

We usually respond within 14 days. If we need more time, we'll let you know.
Simply send an email to info@urbanehide.com with your order details. We'll then guide you through the returns process.
Yes, items must be in their original packaging with tags still attached to be eligible for a refund or exchange.
Yes, exchanges are possible if the product is still in stock. Please email info@urbanehide.com with your order details and the item you wish to exchange.
If you are not satisfied with our solution, you can submit your complaint to the European Commission's ODR platform or via the Webshop Keurmerk complaints page for mediation.