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.
 The item must be returned unworn, without signs of use, wear, dirt or damage, with all original tags attached and in its original, intact packaging.
 Returns that do not meet these conditions will not be accepted.


How to start a return
To begin the process, please contact us at hello@urzelabel.com.
After review, you will receive detailed instructions. Only previously authorised returns will be accepted.


Return costs
Returns are your responsibility. This means you must arrange and cover the cost of returning the item. Return shipping costs are non-refundable.


Exchanges
To ensure faster processing and better stock availability, we prioritise returns over direct exchanges.
 If you would like a different size or model, we recommend returning your original item and placing a new order.
If you need help before purchasing, we are happy to assist you.


Damaged or incorrect items
Each pair is carefully inspected before shipping. If you receive a damaged, defective or incorrect item, please contact us immediately so we can prioritise resolving the issue.


Exceptions
We do not accept returns for:

  • Gift cards

  • Sale items

  • Personalised or made-to-order products


Refunds
Upon receipt of the returned item, it will be inspected to ensure it is in perfect condition, with no visible signs of use, wear, dirt or damage, and with all original tags and original, intact packaging.
If approved, the refund will be issued to the original payment method within up to 10 business days. Depending on your bank, additional time may be required for the amount to appear in your account.
Signs of use include, among others, 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 try the product and verify its nature, characteristics and fit, a proportional reduction in the refund amount may be applied.
If the customer does not accept the adjusted amount, they may request the return of the item, in which case shipping costs will be borne by the customer.


The impact of returns
Every return has a significant environmental and logistical impact. For this reason, we encourage conscious purchasing decisions — especially when selecting your size.
If you have any questions before purchasing, we are here to help: hello@urzelabel.com


Right of withdrawal (EU)
In accordance with applicable EU consumer protection legislation, you have the right to cancel your order within 14 calendar days of receiving it, without giving any reason.
If you exercise this right within that period and inform us of your decision:

  • You will be refunded the full value of the returned products

  • You will also be refunded the cost of the standard shipping method selected at the time of purchase

  • If you chose a shipping method more expensive than the standard one, the difference will not be refunded

The item must be returned in a condition suitable for inspection, allowing only handling equivalent to what would be possible in a physical store.
If the product shows signs of use beyond what is necessary for this inspection, a proportional reduction in the refund amount may be applied.
The refund will be issued to the original payment method within a maximum of 14 calendar days after you inform us of your decision. We may withhold the refund until we have received the items or until you provide proof of return shipment.