Update: all received today - thank you customer care. Great products. Will move rating to four stars. Order was lost in transit (Evri to blame), however when trying to resolve promises by UO have... See more
Company replied
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The bag came on time service was great etc but it does not look the same as the picture. It was for my daughter’s birthday and although she is happy with it she noticed how different it looks to the p... See more
Company replied
There was a damaged product, which wasn't properly packaged. Which was a shame considering it was a birthday gift (the order even contained a birthday card) Thankfully I was compensated for it, but i... See more
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I ordered two products. One top was exactly like the picture and the other was completely see through instead of white like it was supposed to be. Overall, just go in store and only use the online ser... See more
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Company details
About Urban Outfitters
Written by the company
Hey, thanks for leaving us a review! We really appreciate your feedback, the good, the bad and the funny…
ABOUT URBAN OUTFITTERS
A destination for style, home and one-of-a-kind vintage. Feel inspired and get creative with our curated edits and exclusive collections. Discover most-hyped drops and the brands you love, only at UO.
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Your exclusive access to all things UO. Earn points every time you shop, plus be the first to know about new arrivals, VIP offers, giveaways, sale previews, events and more. Become a member, stay connected and start earning.
UO Culture
A space for our community to tell their stories. Explore ideas for your life, space and creative mind, plus discover the brands, books and creators on our radar.
UO In Progress
Our mission? To do better by the planet and our people. Join our journey to drive positive change.
Contact info
United States
- www.urbanoutfitters.co.uk
3.5
Average
35K reviews
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never received my order - never got refund
never received my order - never got refund…
terrible, 0/10
25 August 2026
Great products
Great products, carefully packaged up and sent to me quickly. I bought items in the sale after browsing and was really pleased with my purchases.
25 August 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
bought a bag and it arrived with the…
bought a bag and it arrived with the tags still on so had to travel to the urban outfitters store which took an hour. bag is good quality but disappointed.
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're really sorry for the issues you've been experiencing while shopping with us. Rest assured that this will be raised with our Distribution team as this isn't the service we aim to provide our customers. Our apologies for the inconvenience caused. Thanks, UO Team.
The color was not like the one in the…
The color was not like the one in the pictures. The edge of the gathered section following the strap is not elastic and creates an unsightly wrinkle.
14 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry for the issues you've experienced while shopping with us, rest assured that this will be raised with our Distribution team. If you could please contact our customer care team on infocliente@urbanoutfitters.com with your order number and images of the incorrect item, they can assist further. Our apologies for the inconvenience caused. Thanks, UO Team.
The boots are beautiful and…
The boots are beautiful and comfortable, thank you!!!
That's nice:)
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you love your boots! Thanks, UO Team.
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you've enjoyed shopping our collection, and that you love your bag! Thanks, UO Team.
Beware of what you buy
I bought a Bra and a pair of underwear in store no problems cashier was fine wasnt informed of any information on if I were to need to return either item that I wouldn't be able to once purchased. I went to return the items as found the bra did not fit due to the style of it hadn't touched the underwear and was told on returning them that underwear is non refundable, they still have the tags and everything on but it doesn't matter if I had been informed of this before buying I wouldn't have bought them, more irritated I wasnt informed of being able to return them once purchased so ended up losing money for something im not going to use and we all know this company isn't cheap so also not happy about the amount ive lost in the process.
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry for the issues you've been experiencing while shopping with us. Rest assured that this will be raised with the store as this isn't the service we aim to provide our customers. Our apologies for the inconvenience caused. Thanks, UO Team.
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that this has happened, sadly we aren't able to assist directly but if you contact TopCashBack directly, they will be able to advise further. Rest assured though that this will be raised with the relevant team. Thanks, UO Team.
The tracking of the order was not well…
The tracking of the order was not well updatet and was a bit confusing. The rest was good tho
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're so glad to hear that you're happy with your purchase! Rest assured though that these issues have been raised with the carrier, our apologies for the inconvenience caused. Thanks, UO Team.
IFirst class garments and service.
Items all arrived at same time and when expected. Birthday girl delighted with everything. Quality is excellent. Absolutely no complaints.
23 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you're happy with the service, and that the recipient loves their presents! Thanks, UO Team.
Everything ok
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you've enjoyed shopping with us! Thanks, UO Team.
i didnt ger my bottle yet but my…
i didnt ger my bottle yet but my friends said ita great and i cant wait for my package to come. i rated it with 4 stars because it didnt come in the mail when it was supposed to but its fine i know it has to travel a lot. lots of love good bye . LOVE URBAN OUTFITTERS❤️❤️❤️
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that the parcel hasn't arrived yet. Rest assured that this has been raised with the carrier but we're glad that you've still enjoyed shopping with us! Thanks, UO Team.
Loved my piece of clothing
Loved my piece of clothing - however customer service could have some improvements at the till.
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you love your purchase! Rest assured though that this will be raised with the store, our apologies for the inconvenience caused. Thanks, UO Team.
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you've enjoyed shopping with us! Thanks, UO Team.
Gift card arrived in a little bag
Gift card arrived in a little bag, just as advertised, so cute. Really happy with purchase.
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you're happy with the service! Thanks, UO Team.
Inaccurate Delivery Estimate and Poor Customer Support
Very disappointed with the delivery experience. My order was advertised as arriving within 7–10 business days, and based on that timeframe, it should have arrived by yesterday. It is still showing as “in transit” with no clear indication of when it will actually arrive.
I placed this order with a strict deadline in mind, so the delay has caused a lot of inconvenience. If a delivery timeframe is provided at checkout, customers should be able to rely on it, or at the very least receive an accurate update when there is a delay.
Customer support has also been frustrating. The main option available is the virtual assistant, which mostly provides pre-programmed responses and has not been helpful in actually resolving the issue or providing a meaningful update.
Urban Outfitters really needs to provide more accurate delivery estimates and a better way for customers to reach someone when an order is delayed.
24 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that the parcel hasn't arrived yet. Sadly this was delayed but rest assured that this has been raised with the carrier, and the parcel should be arriving within 2-3 working days. If the parcel hasn't arrived within this time, please contact our customer care team directly on customerservice@urbanoutfitters.co.uk and they can investigate further. Our apologies for the inconvenience caused. Thanks, UO Team.
0 stars would be more appropriate
I would not even give this company 1 star if I had the option. I placed 3 orders and each order arrived with incorrect item. Colour clearly shown on website but wrong item sent out each time. Returns are a nightmare as when they make a mistake you can't just go to return item as option that they have sent wrong item is not available. You have to contact customer service, not that you can call it customer service as there responce time is diabolical. I am still waiting to return 2 items. Prices may look tempting but I will not use this company again.
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry for the issues you've been experiencing while shopping with us. Rest assured that this has been raised with the relevant teams as this isn't the service we aim to provide our customers. Our apologies for the inconvenience and disappointment caused. Thanks, UO Team.
Nice worker
It was so good the person at the cash register was so nice best service i have ever had in the urban outfitters
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you're happy with the service, rest assured that this will be passed onto the store! Thanks, UO Team.
shipment
The shipment to lithuania was quite fast, but the return policy is horrid… the jeans were too small ant if i wanted my money back i would have to ship them back and pay like 20euro
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that the jeans weren't suitable on this occasion. Sadly we don't have a free returns service available from your location but we do have the returns instructions on our website. Rest assured though that this will be raised with the relevant team as we're always looking for ways to improve the shopping experience for our customers. Thanks, UO Team.
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