Urban Touch Avis 

I recently discovered a women’s clothing brand and bought a dress — the quality is surprisingly good for the price I paid. I chose standard delivery, but it arrived the next day! Very happy with the experience and definitely recommend it.

Absolutely shocking customer service!
I returned my parcel via Royal Mail tracked delivery within the 14 day returns policy.
Royal Mail were unable to access the building therefore delivered to the delivery office for collection.
According to my tracking number this is where it remains ?
I have attempted to contact Urban touch via email several times with only one reply asking for my tracking number. Since then I haven’t had any replies , I have also contacted them via instagram chat with no answer!
My order was worth over £100 the dresses did not fit or suit me hence needing to return them.
I would avoid this website at all costs if you are looking to buy multiples and then return !

I ordered a dress in two sizes for a wedding kept one and returned the other via royal mail signed for this was received and I have confirmation of the person who received. Return refund policy 7 days it is now 10 and after three emails sent, tried calling on 0208 310-8029 incorrect number announcement and tried mobile to no avail. I am disappointed in a copy who doesn't bother to reply to emails or communicates an update so given only 2 stars. I liked the dress but not the company communications.
UPDATE: Due to good customer service I received from the advisor yesterday I have changed the experience to four stars...refund on its way and good communication.

I ordered a dress, stunning dress very happy, but unfortunately it was faulty. I contacted customer service and they were very helpful and said they would exchange. I sent the dress back 28th may. I have followed the Tracking and it was delivered / received back to them 5th June.
I received an email from customer service and they were very apologetic and I received my refund.
So I'm happy to say even tho there was a delay at the start. They responded and resolved this issue. So overall I'm very happy with the service I received.

I ordered 3 dresses to try for a wedding. I ordered two sizes of one type and immediately knew it wasn't right for me so didn't try them on. I kept the third in a different style.
I saw the bad reviews on here after I'd ordered my dresses, so I didn't even risk trying on the ones I was less keen on and I took photos of them. I was a bit worried about returns but thought it would be ok.

I returned the dresses weeks ago now and I've heard nothing, despite contacting Urban Touch twice.

I've given this two stars because I received compliments for the dress I wore, but unfortunately I told the people who asked where it was from that I didn't think I could recommend to company as I had a feeling I wasn't getting my money back.

Updated: Urban Touch have been in contact now and arranged my refund so I have moved my rating up.

Best customer service ever! I purchased sizes just in case if it doesn’t fit and send the bigger one is back. I received my order in the next day despite i didn’t choose the next day delivery service. They refund me immediately. Stacey was so helpful when i ask the return process. Thank you!!

Ordered a dress for a wedding last Thursday for a next day delivery. It hasn't turned up. I have tried emailing, Instagram chat and nothing. Soo frustrating

I ordered two dresses from Urban Touch for a wedding. I tried them on and they were too big/didn't suit me so I wanted to return them. Problem number 1: there was no returns form in the bag, so I emailed the company to see if it would be a problem. No response. I had to return it anyway as there's only a 14 day window to return items and receive a refund. I returned the item fully tracked via Royal Mail & have seen via the Royal Mail tracking service that they have received it within the 14 day window. However, I have not received my refund (even waited the 2 weeks it can take to come through) & they have not responded to any of my emails. I don't even know what to do or who to contact at this point as they have effectively just kept my money and the items without any further communication. I cannot advise customers strongly enough - don't risk it, shop elsewhere!

Urban Touch is a small, family run business striving to be the best they can. Ordering was smooth and the item arrive beautifully presented.

In the beginning the wrong item arrived and it was a little frustrating trying to organise a return and refund.

However, once I had made contact via their online chat the service was excellent. Everything was organised quickly and efficiently. Stacey was helpful, friendly and understanding. There wasn’t enough she could do for me. I have been very impressed with their customer service.

They are quick, super efficient and very friendly. Really fast response from the team on the online chat, and they resolved my query straight away. When an order didn’t arrive next day from Royal Mail they quickly refunded the postal amount. Gorgeous dress, wrapped in tissue and boxed! So pleased with it!

Ordered a dress, very good quality, came in a lovely presentable box also I had good customer service through messaging and the live chat when I had an issue with an order.

My wife purchased a dress from Urban Touch last week and as soon as she took the dress out of the packaging a button fell on the floor, she emailed them, but has had no response which is beyond disgusting, how can they charge £68 for such poor quality items with the service being just as poor

Poor Customer Service. Phone line that constantly rings out and emails ignored. Initial email response was immediate when I requested a return label, however after posting the item with a tracked service I am still awaiting a refund. Further emails sent enquiring about a refund but no response from Customer service!!

I ordered wrong size first it was quickly processed and refund arrived too and another size sent out
I loved what I received. have had so many lovely comments
Thankyou !!

Sent item back and no refund given- AVOID

Order 10258696 via silkfred
Getting nowhere paix for next day delivery that didn't happen then hot sent somebody else's order, sent that back and told that silkfred had been in touch with you and getting the correct top sent out again express delivery........still waiting.Fuming

Quality and cut of my order was not worth the money. Massive mark up and no clear way of returning the product. Emailed customer service and haven’t had a response. Get the feeling I’ll pay for a return and then never hear anything about a refund. Not great.

I would not hesitate at all to recommend this company. Whilst the dress wasnt for me (it just was not my personal style) the quality, the colour and the customer service was exceptional. I would like to give a massive thank you especially to Stacey who went above and beyond to help me. I honestly cannot fault their service and I will very much be ordering in the future. Thank you once again Urban Touch.

Exceptional customer service quality, prompt and precise answers, fast delivery, and merchandise worthy of my money. All in all, it was a very rewarding experience. I recommend this brand to everyone and will come back for more, that's for sure. Many thanks!!!

Truth be told, I am really impressed. By the quality of the merchandise as well as the quality of the customer service. When I was inquiring about my new dress, they answered promptly and in detail, and when I placed my order, it was despatched very quickly. And the dress is just beaitiful. I am happy that I decided to go a bit out of my budget and get this one. All in all, it was a very pleasant experience, thank you. I will put this brand among my favourites to shop from.
The curious fairy