Urban Touch Avis 

I’m still waiting on a refund from July I’ve emailed with proof of purchase and have heard nothing back.

I ordered the halter neck navy midi dress. It was described as metalic foil, it’s nothing like that, the fabric is quite rough, not pleasant. It’s quite dull , the colour doesn’t match the photo.
The dress is not midi, it is half calves which makes it a long dress. Not sitting well due to the length.
The hem was STAINED! So the dress was used, returned and sold again.Unacceptable!

Day 1 posting a 1 star review until you refund both the dresses my partner returned to you
Order number #9531

This company received a parcel with 2 dresses but only decided to refund 1 dress

Items sent by recorded delivery

I also wish I had read these before ordering, I ordered a dress on June 3rd or my daughters graduation which is July 21st, plenty of time I thought, how wrong was I. It is now July 5th and I haven't received any parcel. I have e mailed about 7 times asking if my parcel is on the way, with no reply.
I will never order off this site again. Very poor customer service.

I wish I had read the reviews. This was my first time ordering from Urban Touch, and unfortunately it has been a very negative experience. My dress arrived on 1 July, and as soon as I took it out of the packaging, one of the buttons fell off together with the attached label, so the item was clearly defective on arrival.

I emailed customer service within 15 minutes of receiving the order to report the fault and request a return. It has now been three days, and despite sending several follow-up emails, I have received no response whatsoever.

Receiving a faulty item is disappointing, but the complete lack of customer service has been even more frustrating. Based on this experience, I would be very hesitant to order from Urban Touch again. Order 9733

Edit 5th of July: I kept emailing and no response regarding the dress with a defect that they sent me.

Great if you actually keep the product as the kimono dress I ordered was lovely just not appropriate for the event I was going to.
It’s when you return it the problems start. Simple enough to return, purchased from Debenhams, the problem is. 1. No acknowledgement of the return even though I know it was received. 2. Policy for refund breached, it’s been with the company for 3 weeks. 3. Contact via online chat vague. 4. Message to say refund in process 4 days ago! STILL NO MONEY BACK. Please avoid this company, there is no poo t having a returns policy that’s not worth the paper it’s written on! AVOID

I would give this zero stars if it was an option. I have returned 3 dresses which is best part of £200 and I am still waiting for my refund. I have emailed customer services 8 days ago and still no reply. In a cost of living crisis it is an absolute disgrace that I haven’t had my money back. I wouldn’t trust this website at all and advise no one to buy. I really need my money back and I’m so upset over it all. I am waiting on their chat bot now but don’t don’t have high hopes after reading other reviews

UPDATE - I have since had a refund so felt it was necessary to update to give a fair review.

Urban Touch delivered my dress by express courier. It arrived in time for a wedding.
Happy it was delivered

I bought the kimono frill sleeves mint green dress.
Its stunning. Fits true to size.
Its lovely and flowy. Not too long at the back with the dipped hem.
But...the only gripe i have is the lining is not long enough. From knee down you can see legs. Now at 67, i dont feel comfortable wearing this to a wedding. Bought a similar style elsewhere and its fully lined. So will keep it for holiday wear as it is stunning. Bit peeved i cant wear it this saturday.

Updated 16.04.26

Absolutely terrible experience. The first time I used them I ordered a dress directly from them for a Xmas party, was sent without the belt, couldn’t wear it. Complained and the belt arrived a week later (after the event I needed it for)
Most recently in March I ordered 2 dresses from Urban Touch via Debenhams. I put the first experience down to a busy Xmas period. I wish I’d never ordered the dresses. Both arrived 17th March and were what I could only describe as the Temu version of what was advertised on line. One was £58 and another £62, the quality was shocking! They were tiny and extremely short! I packaged them up and processed a return code the very next day dropped them off at the post office for Evri 18th March. I heard nothing and never even received a “we have your return” email. I chased this with Debenhams who after requesting proof of postage which I supplied, advised the seller said they can’t find your package!! They had to escalate this with them 3 times. I have finally today after chasing every day, had confirmation Debenhams are refunding me and I’ll have my money back 24th April. I wish I’d read the reviews about this seller before I ordered from them! I really do believe had I not purchased through Debenhams I would never have received a refund! Reading others experiences I have no idea how they’re getting away with this.

If I could give zero I would. The dress I paid £50 for arrived and was cheap crap. The sizing was bizarre, super short and I’m 5ft2. Material was almost scratchy. Colour was different, worse than what you would expect from SHEIN. Then I asked to return and they basically told me to batter in but it would be at my own cost. I’m not sending it back because I absolutely do not trust them to refund me for it and believe they will keep both my money and the dress. Scam site. Avoid.

Ordered from Urban touch, I was contacted by Stacey in their "UrbanTouch Customer Happiness Team" to be told the item I ordered was not in stock in the size ordered.

I was offered options of waiting, choosing a different colour at a 30% discount or cancel the order. I elected a different colour at the discounted price, the item arrived but no acknowledgement of my emails or discount. What is the point in offering this if you aren't going to actually do it? Its the principle that frustrates me!

As per other reviews suggest, this store has poor customer service and does not respond to you. Shame as the item was actually very nice, but I wouldn't buy from here again as if you ever need to return an item or have issues you are simply ignored with poor customer service.

Avoid.
Totally ignored when I was sent a faulty item, which fell apart. No response to any emails for weeks. Will have to claim money back through the bank,

I have contacted via Live chat on their website and responded in a second. They were so helpful and the product I received is amazing. So excited to wear it on my daughters wedding party. Also I would like to stae that they delived the product next day of my purchased even I placed standart delivery service order.

Great customer service

Want to say a huge thank you to the customer service team for resolving a shipping issue.

They responded quickly and offered brilliant customer service.

I placed an order on the 29th December still not received and no responses to my emails

Bought a top which unfortunately did not fit. Returned for refund on 11 December, tracking acknowledges delivery on 15 December. While I appreciate it has been the Christmas period I have had no acknowledgment of my return, despite two emails. I will be contacting my card issuer once the minimum term has passed but I cannot recommend strongly enough that you do not buy from this retailer who at best are disorganised and at worst stealing from their customers.

I wish I had checked reviews on here beforehand as my experience is unfortunately much like others trying to obtain a refund.

I returned a fully labelled dress via Royal Mail tracked delivery that has now been with Urban Touch for 3 weeks yet I haven’t received my refund or heard anything from them about it despite it being outside of the legal 14 day window they have to process refunds. I have tried to contact them multiple times via various channels but heard nothing.

When I originally placed my order the next day service I paid for turned up 3 days late so I am also chasing a refund of the shipping cost. But again, no response.

To echo other reviews, I cannot advise strongly enough to avoid this company as they are somehow getting away with not processing customer refunds - avoid the hassle and shop elsewhere!

The dress was beautiful but didn't quite fit properly. I sent it back well within the refund limits, undamaged, unworn, Royal Mail tracked to the address customer service told me to use. It arrived weeks ago and no refund. Customer service ignored me via email and botchat. So... fine if things go well, rubbish if they don't. Sell on ebay or vinted because no one will help with refunds.