Urge Refund Policy

Because premium shoes should feel good — start to finish.

We put a lot of care into crafting footwear that fits your life and your style. But if something’s not quite right, we’ll do our best to make it right. Below is everything you need to know about returning your Urge order.

Can I return my Urge shoes?

Yes — we accept returns on all full-priced footwear purchased online at www.urgefootwear.com as long as it meets the conditions below.

To qualify for a refund, your shoes must be:

Unworn, unmarked, and undamaged
Returned in original condition
Shipped back within 10 days of receiving your order
Accompanied by proof of purchase

We’re unable to accept returns that don’t meet these requirements. If you’re unsure, reach out to our team at customerservice@urgefootwear.com.au

Returning from Australia?

Return shipping is on us.
Yep — we offer free returns Australia-wide. Simply follow our returns checklist, and email us at customerservice@urgefootwear.com.au to start your return process. We’ll take care of the return postage.

Note: Original delivery fees (if any) are non-refundable.

Returning from New Zealand?

We’re stoked to ship across the ditch — but for now, NZ return shipping is at your cost.
Please use a reliable shipping provider with tracking. Urge cannot be held responsible for returns lost in transit.

Can I return sale or discounted shoes?

Promotional / discount coded items: Eligible for return under the same conditions as full-priced orders.
Final Sale items: All sale listed products are sold as final sale and cannot be returned, exchanged, or refunded for change of mind, including wrong sizing.

What if my Urge shoes are faulty?

If something isn’t right, we want to know about it.
All items are checked before they leave our warehouse, but if your pair arrives with a fault, email us at customerservice@urgefootwear.com.au with:

Your order details
Description of the fault
Clear supporting photos

We’ll assess your claim and respond during week days within 24 hours. If confirmed as faulty, we’ll arrange a repair, replacement, or full refund, including original shipping costs.

How long do I have to return my order?

You have 10 days from receiving your order to submit a return.

Once your return is approved and received, your refund will be processed within 7 business days back to your original payment method.

Quick Return Checklist

Before sending your shoes back, make sure:
✅ They're unworn and in their original condition
✅ You include the original packaging
✅ You're within the 10-day return window
✅ You’ve contacted us if the product is faulty

✅ Email us at customerservice@urgefootwear.com.au to start the returns process

Need help with your return?

We’re here to help. Contact us at customerservice@urgefootwear.com.au and we’ll guide you through the next step.