Refund policy
At URZE, we design each pair to accompany a more conscious way of moving—not merely a purchase, but a choice. Still, we understand that sometimes a decision needs to be adjusted.
Returns
You have 14 days from receiving your order to request a return.
To be eligible for a return, the item must be:
- Unworn and free from any signs of use, wear, dirt or damage;
- Returned with all original tags attached;
- Returned in its original, intact packaging.
Returns that do not meet these conditions may be refused or may be subject to a reduction in the refund amount, as permitted by applicable law.
How to request a return
To request a return or discuss an exchange, please contact us at hello@urzelabel.com.
Once your request has been reviewed, we will provide you with detailed return instructions. Only returns authorised by URZE will be accepted.
Return shipping costs
Customers are responsible for arranging and covering the cost of returning the item.
Return shipping costs are non-refundable.
Exchanges
If you wish to exchange your item for a different size, please contact us before returning your order.
To help ensure availability, we recommend contacting us before sending your return.
Once we receive and inspect the returned item, we will arrange shipment of the replacement pair, subject to availability.
Customers are responsible for the cost of returning the original item.
- Orders delivered to Portugal and Spain: URZE will cover the shipping cost of the replacement pair for the first exchange only.
- Orders delivered to other European Union countries: Customers are responsible for the applicable shipping cost of the replacement shipment.
- Orders delivered outside the European Union: Replacement shipping costs will be calculated according to the destination and confirmed before the replacement pair is dispatched.
If the requested size is unavailable, you may choose to receive a refund instead.
If you're unsure about sizing before placing your order, we're always happy to help. Choosing the right size from the start is the best way to avoid unnecessary returns and reduce environmental impact.
Damaged or incorrect items
Each pair is carefully inspected before shipping.
If you receive a damaged, defective or incorrect item, please contact us as soon as possible at hello@urzelabel.com so we can resolve the issue promptly.
If the error is ours, URZE will cover all associated shipping costs.
Exceptions
Returns are not accepted for:
- Gift cards;
- Sale items;
- Personalised or made-to-order products.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may require additional time for the refund to appear in your account.
Signs of use include, but are not limited to, visible marks on the sole, pronounced creasing, dirt, odours, damage, or any alteration that prevents the product from being resold as new.
If the item shows signs of use beyond what is necessary to inspect its nature, characteristics and fit, a proportional reduction in the refund amount may be applied, in accordance with applicable consumer protection legislation.
If you choose not to accept the adjusted refund, you may request the item to be returned to you, with the shipping costs borne by you.
The impact of returns
Every return has an environmental and logistical impact.
For this reason, we encourage thoughtful purchasing decisions—especially when choosing your size.
If you have any questions before placing your order, we're always happy to help at hello@urzelabel.com.
Right of Withdrawal (European Union)
If you are purchasing from within the European Union, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.
To exercise this right, simply inform us of your decision by email before the withdrawal period expires.
If you exercise your right of withdrawal:
You will be refunded the full value of the returned products.
You will also be refunded the cost of the standard delivery option selected at the time of purchase.
If you chose a delivery method more expensive than our standard option, the additional cost will not be refunded.
The item must be returned in a condition that allows inspection, with handling limited to what would reasonably be permitted in a physical store.
If the product has been used beyond what is necessary to establish its nature, characteristics and fit, a proportional deduction from the refund may be made, as permitted by applicable law.
Refunds will be made using the original payment method within 14 calendar days of being informed of your decision to withdraw. However, we may withhold the refund until we have received the returned goods or you have provided proof that they have been sent back, whichever comes first.