Urban Industry Reviews 

Good price. Quick delivery. Exactly as described.

Great products, even better prices, much cheaper than competitors and really really fast delivery. Will be buying again in the near future for sure.

Timely, good communication and quality product delivered.

Excellent item, fast delivery

Top gear, top price, hassle free deliv/pick-up!, whats not to like!!🫡

Great product at a great price. Super fast delivery. All in all very happy.

Superb customer care, they went above and beyond to investigate and refund a faulty item, even sending pre paid postage for us to return the item. We will definitely be shopping with Urban Industry in the future.

Competive prices compared to local stores. Fast international shipping. Neatly packed and arrived in perfect condition. Highly recommend Urban Industry.

Product turned up on time
Quality great
Would recommend

Easy to follow website in selecting items and creating an order was so easy and simple experience.
E-mail trail in following progress of order was good to follow and then the delivery was brilliant. Excellent.

A bit late to come back and edit my review but changing from a 3 to 5. Product was awesome, service was great apart from a little blip that was resolved quickly. You can buy with confidence. I’ll be coming back ✌🏼

Great choice and very reasonably priced, especially the three pack of the updated plain T's, really good quality and fit.

I found the team at Urban Industry very helpful (I contacted them by phone and email). My order arrived safely and quickly. I exchanged an item and this process was also very quick and easy. Thank you!

Perfect service as always from Urban Industry. The quality of the goods I ordered speak for themselves and the overall communication and efficiency of the delivery is second to none!

Recently purchased the new Urban Industry Premium Heavyweight T-Shirt 3-Pack. Finding plain t shirts for a reasonable price is the aim & these latest ones have excelled the previous, to the point where I question if the price is too low, absolute steal. The cut, the material & the colourway. 10/10 for me.

Can't fault them at all, always been really great and helpful when needed.

Never had an issue either. If they done a delivery subscription offering I would well order more often

The delivery came quickly even though it was coming from the UK and I’m In Australia. I was continually updated how it was tracking through DHL and the backpack is great quality. It’s also great that you indirectly and DHL support great community organisations like Surf Life Saving Australia.

Response to feedback on review:

Thank you for your response, Urban Industry. While I appreciate you taking the time, your defence of your policies unfortunately only solidifies my original criticisms and exposes the very issues I highlighted.

You state that your policies are "clear and easy to understand" and "mirror pretty much all of our close competitors." My experience directly contradicts this. The critical piece of information — that the £3.95 return label fee is waived for an exchange but charged for a refund — was not explicitly clear until discussed with your customer service. This fundamental difference in how the fee is applied, despite the "cost" supposedly being the same to you, is precisely what makes your policy opaque and, frankly, feels like a deliberate attempt to steer customers away from refunds.
You claim to "subsidise this label" and imply a cost to the business. However, you then explicitly state, "If a customer chooses an exchange on their order we waive the £3.95 charge." This is the crux of the argument: if you can waive the fee for an exchange, it unequivocally demonstrates there is no inherent cost for that specific return label to your business that necessitates its charge for a refund. This isn't a subsidy; it's a strategic penalty.

You cannot simultaneously claim a cost to keep the business afloat and then voluntarily absorb that same cost simply because a customer chooses an exchange over a refund. This is a policy designed to trap customers into exchanges, not a transparent reflection of actual business costs.

You mention the frustration of stock being unavailable for an exchange, forcing a refund. This is exactly where an "independent" retailer should distinguish itself with superior customer service. Instead of offering genuine accommodation (like waiving the refund fee in this specific instance where your stock limitations prevented the desired exchange), you fall back on a policy that penalises the customer. This shows a distinct lack of effort to maintain a happy customer or build loyalty.

Furthermore, you failed to accommodate a price match for a similar product from END. Clothing, even when I was actively seeking an exchange. This refusal, coupled with the return fee for a refund, reinforces the impression that customer satisfaction is not a priority.
Regarding your claim that your "no questions asked" policy for returns and exchanges is followed, my experience was a series of questions and obstacles regarding the fees and options. This again highlights a disparity between stated policy and actual practice.

Your argument about being unable to compete with Amazon on shipping and returns is a convenient deflection. My concern is not about competing on scale, but on providing a fair and transparent policy that does not actively deter customers and, indeed, drives them directly to larger retailers like Amazon due to frustrating and obscure practices.
Ultimately, your response, much like the original interaction, has focused on defending rigid policy rather than demonstrating a commitment to positive customer engagement. This experience, unfortunately, has only cemented my decision to take my business elsewhere.

Ease of order, updated on progress and delivery. Seamless