Frequently Asked Questions

Everything you need to know about Urban Refit, our secondhand fashion marketplace, and how we're making sustainable style accessible.

About Urban Refit

Product Quality & Condition

Thrift Store Partnerships

Pricing & Payment

Loyalty Program & Tokens

Courier Returns & Circular Fashion

Charity Donations

Shipping & Delivery

Returns & Refunds

Account & Privacy

Still have questions?

We're here to help. Send us a message and we'll get back to you.

Frequently Asked Questions

About Urban Refit

What is Urban Refit?

How do you source your clothing?

Why should I buy secondhand clothing?

Is Urban Refit only for men's clothing?

Product Quality & Condition

How do you rate the condition of items?

Are the clothes cleaned before shipping?

How accurate are the product photos?

What if an item doesn't match the description?

Thrift Store Partnerships

How does the thrift store partnership work?

Which thrift stores do you partner with?

Can my thrift store become a partner?

How are thrift store payouts calculated?

Pricing & Payment

How do you determine prices?

What payment methods do you accept?

Do you offer discounts?

Are prices negotiable?

Loyalty Program & Tokens

What is the Urban Refit loyalty program?

How do I earn tokens?

What can I do with my tokens?

Do tokens expire?

What is spend limit credit?

Courier Returns & Circular Fashion

What is the Courier Return system?

How do I return a garment for resale?

What condition must returned items be in?

How much will I earn from a returned item?

What is circular fashion?

Charity Donations

Can I donate my tokens to charity?

Which charities do you support?

How are charity donations processed?

Shipping & Delivery

Where do you ship to?

How long does shipping take?

How much does shipping cost?

Can I track my order?

Returns & Refunds

What is your return policy?

How do I request a refund?

Do you offer exchanges?

How long do refunds take to process?

Account & Privacy

Do I need an account to shop?

How is my personal information protected?

How do I delete my account?

Still have questions?

Urban Refit