Customer Care
Returns & Exchanges
Is the item not quite what you expected, or is the size not entirely right? No problem, it happens. At Urbs Roffa, you have the right to cancel your order up to 14 days after receipt without giving any reason (the right of withdrawal).
We kindly ask you to handle the items with care. Products can only be returned if they are in their original, unused, and undamaged condition, including all supplied accessories and in the original packaging.
How does it work?
Want to exercise your right to return? Please send an email to info@urbsroffa.nl with "Return" in the subject line. Once we have received and confirmed your cancellation by email, you have a maximum of 14 days to actually ship the products back to us. As soon as we receive the items in good order, we will refund the purchase amount within 14 days.
What about the shipping costs?
Full order return: Returning your entire order? Urbs Roffa will refund the full purchase amount, including the original outbound shipping costs.
Partial order return: Keeping some garments and returning the rest? In this case, the original shipping costs will not be refunded.
Return shipping costs: The costs for shipping the package back to us are at your own expense. You are free to choose a carrier of your choice; please consult their website for current rates.
Our Quality Promise, Your Warranty
We co-create premium apparel designed to last. Therefore, we take the utmost care with the quality of our products and do everything we can to deliver your order in absolute top condition.
Should an item unexpectedly sustain damage during transport, or is there a manufacturing defect? We will, of course, resolve this quickly for you. In that case, please send an email to info@urbsroffa.nl with "Warranty" in the subject line.
To help you as quickly and efficiently as possible, we ask that you report any defect to us within the statutory period of two months after discovery. If the defect is covered by the warranty, we will arrange for the repair or replacement of your Urbs Roffa item completely free of charge.
In addition, we always aim to give damaged garments a second life through upcycling or recycling. You can therefore return a defective item with peace of mind, knowing we will do everything we can to turn it into something new.
A Second Life for Your Favorite?
Unfortunately, signs of wear and tear, such as scuffs and dirt, cannot be included in the warranty. However, we believe it is a waste to discard and throw away good clothing for that reason. That is why we love giving our products a second life. These are the choices we currently offer:
Repair & Upcycle: Depending on the condition of your Urbs Roffa garment, we offer the option to refurbish the item for you for a reasonable fee. This can range from a quick refresh and minor repairs to upcycling with new, decorative additions. Thanks to this unique service, you can wear your favorite piece with pride for even longer, and together we prevent unnecessary clothing waste.
Recycle for a Discount: Is a garment truly beyond saving, or are you ready to part ways with it? Return your worn Urbs Roffa item to us so we can recycle it sustainably. In return, you will receive a discount code to use toward your next favorite Urbs Roffa piece. This is how we close the loop together and make fashion more sustainable, step by step.
How does it work?
Want to make use of our Second Life service? Send an email with clear photos of your Urbs Roffa garment to info@urbsroffa.nl with "Second Life" in the subject line. We will then assess the photos and send you a suitable, no-obligation offer by email.
