Exchanges and Returns Policy

Exchanges in our online shop are completely free for mainland Portugal.

To make an exchange, follow these steps:

Go to the customer area > Orders > Choose an Option: Exchange

You can exchange for an item of a different colour or size (limited to existing stock). If you wish to exchange for another item, you must return the same item and receive a refund in the form of a voucher or by the same payment method.

Exchanges Continental Portugal:

If you wish to exchange one or more items, you must start the process in your customer area > Orders > Choose an Option: Exchange > Select Exchange.

After this process, use the return label included with your order: remove the old label from the box and replace it with the new one. Once you have completed these steps you can:
Deliver the parcel to the most convenient CTT point, or Book a home collection with our support team: apoiocliente@urbanprojectstore.com

Find your nearest CTT point here.

Exchanges Portugal Islands and European Union (except mainland Portugal):

Exchanges are not possible, only returns.

Request your return in your Customer Area and choose the reason and refund method.

Send the item(s) to:
Urban Project
Rua Comandante Luís Pinto da Silva, nº 279
4830-535, Póvoa de Lanhoso
Portugal

Return shipping is the customer's responsibility (except in case of proven defects).

Once we have received your order in our warehouse, we will reimburse you with a voucher or the same method of payment.

Deadline

You have 14 days from the date of receipt to make an exchange or return.

Please note

For hygiene and safety reasons, we do not accept exchanges of:

• Perfumes
  
• Swimwear
  
• Underwear
  
• Socks

Returns from our online store are completely free for mainland Portugal.

How to return an item:
Go to your Customer Area > Orders > Select Option: Return

If you'd like to exchange an item for a different size or colour (subject to stock), you can also do it in your Customer Area. If you want to exchange for a different product, please return the item and choose a refund (voucher or original payment method).

Returns Mainland Portugal:

Use the return label included in your parcel. Remove the original shipping label and attach the return label.

Then: Drop the parcel at any CTT point (find one here)

Or request a home pickup by emailing: apoiocliente@urbanprojectstore.com

Returns Islands & European Union (excluding mainland Portugal):
Request your return in your Customer Area and choose the reason and refund method.

Send the item(s) to:
Urban Project
Rua Comandante Luís Pinto da Silva, nº 279
4830-535, Póvoa de Lanhoso
Portugal

Return shipping is the customer's responsibility (except in case of proven defects).
Refunds are processed via voucher or original payment method once we receive the items.

Important:
We do not accept exchanges, only returns.
You have 14 days from delivery to request a return.

For hygiene reasons, we do not accept returns of:

• Perfumes
• Swimwear (bikinis, trunks)
• Underwear
• Socks

Purchases made in physical stores cannot be exchanged or returned through the online store. Similarly, orders placed online cannot be exchanged or returned in physical stores.

Each channel (physical store and online store) has its own system.

Urban Project will proceed with the analysis of the returned product(s) and inform the customer of the right to the respective refund. As a rule, after receiving the product(s) at Headquarters, Urban Project proceeds to refund within 5 working days.
The refund of the amount paid will always be made using the same payment method by which you made your purchase.

If you receive a defective item, please contact customer service so that we can check and exchange/return it.

If you have already used the item and it is defective, contact customer service so that we can open a complaint procedure with the brand, which has up to 30 days to respond.

For more information contact: apoiocliente@urbanprojectstore.com.

If you haven't received your order within the average delivery time *, check your email for an email from us. If there is no communication from us, we remind you that you have up to 14 days to let us know via our Customer Support.

You can always check the status of your order in the “Orders” section of your Customer Area.

During sales or promotions, average delivery times may be longer.

* Average delivery time: (Mainland Portugal and Islands - 2 to 6 working days / International shipments - 3 to 6 working days);
(The delivery times indicated are considered to be after the date of dispatch of the order and refer to working days).

Urban Project's campaigns are subject to specific and unique regulations. In this sense, all exchanges and returns that may result from purchases using a discount (promotional code or discount voucher) will be based on the final invoice value and not the actual value of the items in the order. For exchanges made after the end of the campaign, the discount will only be maintained when exchanging for another size (within the same reference). Promotional campaigns run at Urban Project follow the general rules of stock availability.

Exchange conditions:

For exchanges, we offer a period of 14 days from the date of purchase, as long as the product has not been used and is in the same condition as when it was purchased.

Please note that we will only accept exchanges for shoes that are accompanied by the original box.

We also inform you that we do not exchange items such as underwear and swimwear.

The delivery period for orders may change during the sales campaign.