Refund policy
Last updated: June 2026
1. Return Conditions
To be eligible for a return, items must be returned in their original condition within 14 days of receipt. Products must be unworn, unwashed, unaltered, unused, free from odours, stains, damage, or any signs of wear. All original tags must remain attached, and the original packaging must be intact and included with the return.
Returns that do not meet these conditions may be refused and returned to the customer without a refund.
2. How to Request a Return
All returns require prior authorisation from URVELL. Customers must not send items back without first contacting us.
To request a return, please email kontakt@urvell.de and include your order number along with the reason for the return. We will acknowledge your request within 48 hours and provide the appropriate return instructions.
For your protection, we strongly recommend using a tracked shipping service when returning any item.
3. Return Shipping Costs
If an item arrives damaged, defective, or incorrect due to an error on our part, URVELL will cover all reasonable return shipping costs.
In all other circumstances, return shipping costs are the responsibility of the customer. This includes, but is not limited to, returns resulting from a change of mind, incorrect size selection, incorrect colour selection, duplicate orders, accidental purchases, ordering the wrong item, products not meeting personal expectations, delayed return requests, or any other situation arising from customer preference or error.
4. Damaged or Defective Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery at kontakt@urvell.de.
Your message should include your order number and clear photographs showing the issue. Once verified, you may choose between a free replacement or a full refund. In such cases, all return shipping costs will be covered by URVELL.
5. Refund Process
All returned items are inspected upon arrival at our returns facility. Once the inspection has been completed and the return has been approved, the refund will be processed to the original payment method used for the purchase.
Approved refunds are typically processed within 7–14 business days after the returned item has been received and inspected. Depending on your bank, card issuer, or payment provider, the refunded amount may take additional time to appear on your statement and may not be visible until the next one or two billing cycles.
Original shipping charges are non-refundable unless the return results from a defective, damaged, or incorrectly dispatched item.
6. Exchanges
Customers wishing to exchange an item should contact us before returning their order to confirm product availability.
All exchanges are subject to stock availability at the time the exchange request is processed. If the requested replacement item is unavailable, a full refund will be issued instead.
7. Non-Returnable Items
The following items are not eligible for return or refund:
Products that have been worn, washed, altered, damaged after delivery, or otherwise show signs of use.
Products returned without original tags or original packaging.
Products that do not comply with the return conditions outlined in this policy.
8. Late or Missing Refunds
If you have not received your refund after the stated processing period, please first check your bank account and contact your card issuer or payment provider, as processing times may vary.
If you still have not received your refund after allowing sufficient time for your financial institution to process the transaction, please contact us at kontakt@urvell.de and we will be happy to assist you.
9. Return Window
URVELL accepts returns only when the item fully complies with all return conditions described in this policy and the return request is submitted within 14 days of the date of receipt, in accordance with Directive 2011/83/EU and applicable consumer protection legislation.
Requests submitted after this period, or returns that fail to satisfy the required conditions, will not be accepted.
10. Contact Us
For all return, refund, or exchange enquiries, please contact:
Email: kontakt@urvell.de
Our customer support team responds within 24 hours on business days.