FAQs
Placing an order with URBANARA
How do I purchase a product on Urbanara.co.uk?
Placing an order with URBANARA is easy. Browse our website using the navigation bars at the top and bottom of our pages or search for a particular product using keywords in the search bar at the top left of the pages. We ensure that our high resolution images are top quality so that you can use the zoom feature and appreciate the wonderful fabrics and materials that our products are made with.
When you have chosen something that you and your home will love, simply select the exact colour/size variation, the quantity you desire and then click the ‘Add to Shopping Bag’ button. This will place the item/s in your ‘shopping bag’ which you can view by clicking the icon at the top right of any page. On this page you can review or change what is in your bag and proceed to the final checkout process to place your order.
Can I get an URBANARA brochure?
We are currently working on a printed catalogue of URBANARA’s products, which we hope to be available very soon. If you would like to know more about this and put your name on our list, please send an email to contact@urbanara.co.uk and we will make sure you are the first to receive it hot off the press.
Do I need to be a registered customer to place an order?
Yes. We require you to have a customer account before you can place an order with us. Registering is quick and easy, and makes the ordering process even easier for your next purchase as all of your details will be saved in your My Account section. We do not save any of your payment details.
I’ve forgotten my password for my customer login, what should I do?
Replacing a forgotten password with us is easy. On the login page you will find a section of small hyperlinked text underneath the field where you would usually enter your password. By clicking on this, you will be taken to a page where you simply have to enter the email address you registered and we will send you a new randomised password via email. Once you have received it, use it to log into your account and you can then change your password to something more memorable on the My Account section.
I have signed up for your newsletter but never received my voucher code for £10 off my first order. Why is this and what should I do?
When you sign up for our newsletter, you will first receive an email which contains a clickable link to confirm your subscription. Please ensure you have clicked on this link, as this will then automatically send out your Welcome email with your voucher code. Unfortunately errors can sometimes occur, so if you do not receive either the initial confirmation email or the second Welcome email, please let us know via email or phone and one of our customer service team will be sure to email you a voucher code directly.
Can I order products which are listed as out of stock?
Many of URBANARA’s products are specially ordered from the suppliers as demand requires. So whilst you cannot order products which are out of stock, it is a good idea to send an email to contact@urbanara.co.uk and let us know what you are interested in. We can get back to you with a better idea of if and when we expect to have this product back in stock.
What is the difference between ‘Special Offer’ products and the products in your regular categories?
We aim to keep a regular core catalogue of products which we and our customers love. Of course we also want it to change and stay fresh, so we introduce ‘Special Offer’ products for special products which we either have a limited quantity of, or which we want to test on the site. If it is a popular product then we will do our utmost to get it as a regular product within our catalogue.
I cannot decide which colour to choose. Can I order more than one product so that I can choose between them?
Yes. We understand that sometimes a picture cannot beat seeing and feeling a product, and this is especially true with our high quality home textiles. Our returns procedure is easy and free within 28 days of receipt of goods.
I want to place an order for a gift. Will the price of the product appear on the product or the invoice?
We do not have a particular selection box for this in our ordering process. However, if you send an email to contact@urbanara.co.uk immediately after you place your order with us and let us know that you do not wish an invoice to be placed inside the package, we will inform our delivery service. We can then email you an invoice electronically for your records.
Do you offer a gift wrapping service?
We do not currently offer this service, however we take pride in the presentation of our packages which are individually hand wrapped with tissue paper in simple white boxes. We believe that this makes receiving an URBANARA package special whether as a gift for a friend or for yourself. If your order is being delivered directly as a gift, please let us know via email or phone so that we can be sure to remove the invoice from the parcel.
Delivery of your URBANARA product
Do you deliver outside mainland UK and Northern Ireland?
We deliver to mainland UK, Northern Ireland and the Channel Islands. We are currently working on expanding our delivery areas further afield.
Do you deliver to BFPO addresses?
Unfortunately, we do not currently deliver to BFPO addresses. We hope that we will be able to offer this service in the near future.
How much will I be charged for delivery?
Our main operations are based in Berlin, Germany which allows us to better reach and handle all the products we manage from suppliers around the world. Our standard delivery charge is £4.99 per order. If you spend over £100 then any delivery costs will be free.
Will I be able to track my order?
We will send you a confirmation email once your parcel has been dispatched, along with a UPS tracking number which will allow you to see where your parcel is and what the estimated delivery date will be. If you would like to know more about your delivery’s status please do not hesitate to contact us via phone on 0800 77 97 527 or email us at contact@urbanara.co.uk.
I have ordered more than one item. Will I receive them together and at the same time?
When you place an order of multiple products the estimated delivery times stated on the product details might be different. If this is the case, we will review your order and contact you to let you know exactly how much these times will vary. It is then your decision as to whether you wait for all pieces to be ready and shipped out together, or to arrange separate deliveries. If you have any questions do not hesitate to get in touch with us via phone on 0800 77 97 527 or via email at contact@urbanara.co.uk.
What will happen if I am not at home when you try to deliver my order?
You will receive a note from UPS to let you know that they tried to deliver. You will also find their contact details on this message and will need to get in touch with them to rearrange a better time for delivery. UPS will try to deliver your order up to 3 times before it is sent back to us as a return.
I have received a dispatch confirmation email, but I still have not received my order.
We apologise for this delay, please get in touch with us via telephone on 0800 77 97 527 or email contact@urbanara.co.uk and we will do our utmost to give you an explanation and more information.
How long will my products take to be delivered?
Please look at the estimated delivery time stated on the details for each product. We aim to deliver your products within this timeframe. If we do not think that the product you have ordered will be delivered within this period of time, we will send you an email or call to let you know. Sometimes our products have long delivery times. This is because we source these specially made products from around the world and must allow time for deliveries to arrive. We firmly believe it's worth the wait for such beautiful products.
Is there a chance that my delivery will take longer than the time frame stated on the product description, and if so why?
As our products come direct from our suppliers around the world, we sometimes find that the time frame we have might not be exact. If we do not think that the product you have ordered will be delivered within the stated period of time, we will send you an email or call to let you know.
Are you able to deliver to a different address from my billing address?
Yes. Simply select the tick-box at the bottom of the ‘My Account’ section which specifies that the delivery address is different from your billing address and enter the alternative delivery address. If it is a different address for gift purposes, then please send us a short email or give us a call on our freephone number to let us know so we can ensure the invoice is not placed inside the package.
How do you deliver?
We deliver with UPS.
How do I change my delivery address?
You can easily change any of your contact details on your My Account section. If you wish to change your delivery address after you have placed an order with us, it is best to contact us as soon as possible so we can contact the delivery service directly.
Paying on Urbanara.co.uk
What is Heidelpay?
Heidelpay is the payment platform we use on our website. We use it on our German site and we have chosen to also use it on our UK site. As it is a German company, it is not as recognisable as other payment platforms in the UK, but is just as professional and secure.
Why am I being taken to a separate page outside of your site when I confirm to pay?
As mentioned above, we are using the payment platform provider we use in Germany for our UK site. The page might look a little different, but do not worry, Heidelpay is a safe and secure way to make payments and uses 3D security measures like the majority of other payment platforms. By taking you to another page and platform to process your payment information, we can ensure that your details remain private and secure. This also guarantees that your important payment data is handled by a professional company and is not stored anywhere.
How do I redeem my promotion or voucher code on my order?
When you place an order, towards the end of the process you will find a small entry field at the bottom left where you should enter the code. Our system will recognise it and should automatically make the discount when you continue to the next confirmation stage of the process (providing you have fulfilled all the requirements stated on the voucher, such as minimum order value).
When will you debit my account?
Your account will be debited immediately. Once we have received your payment, your order will be processed and the shipping will be put in motion; you will receive a confirmation email from us with all of this information. If for whatever reason, we receive your order and find that it cannot be accepted, whether because of a problem with your card such as mistyped details, or because we believe the order will take far longer than estimated, we will get in touch with you as soon as possible to let you know and to organise a refund or an alternative solution.
Can I get a VAT invoice for my order?
You will receive an invoice inside your delivered package (or electronically if it is a gift). As we are currently a German registered GmbH company, the included VAT on the invoice is at the German rate of 19%.
How long will it take to receive a refund if I choose to return my product/s?
If you choose to return your product/s then we will make the refund once we have confirmation that we have received the product in an unused and resalable condition. This refund transfer should not take more than 2/3 working days.
How do you ensure that my payment details are secure?
Our payment provider Heidelpay uses 3D secure, an XML-based protocol which adds an extra layer of security for online credit and card transactions. Developed by Visa to improve security, it adds an extra authentication step to online payments.
URBANARA’s returns process
I have changed my mind about a product/s. How do I return it?
As long as your product is in an unused and resalable condition and you are within 28 days of receipt of the goods, then you can easily return your product/s free of charge.
You will find a UPS collection sticker inside your parcel and a Returns form on the bottom section of the invoice. This should be completed by you with the details and quantities of the product/s, and the reason for return. Cut this section off (please keep the invoice section for your personal records) and place it inside the package. Seal up the product/s in its original packaging, place back into the box and seal it up. Then you will need to organise a collection with UPS either by calling them on 08457 877 877 or by using their online form; https://wwwapps.ups.com/pickup/schedule?loc=en_GB&WT.svl=PNRO_L1.
Once the parcel has been collected, it will be returned to us and your refund will be processed shortly after.
The product I have received is faulty. How do I return it?
You will find a UPS collection sticker inside your parcel and a Returns form on the bottom section of the invoice. This should be completed by you with the details and quantities of the product/s. Please select ‘faulty product’ from the selection menu. Cut this section off (please keep the invoice section for your personal records) and place it inside the package. Seal up the product/s in its original packaging, place back into the box and seal it up. Then you will need to organise a collection with UPS either by calling them on 08457 877 877 or by using their online form;
https://wwwapps.ups.com/pickup/schedule?loc=en_GB&WT.svl=PNRO_L1.
Once the parcel has been collected, it will be returned to us and your refund will be processed shortly after.
I have received the wrong product. How do I return it?
You will find a UPS collection sticker inside your parcel and a Returns form on the bottom section of the invoice. This should be completed by you with the details and quantities of the product/s. Please select ‘faulty product’ from the selection menu. Cut this section off (please keep the invoice section for your personal records) and place it inside the package. Seal up the product/s in its original packaging, place back into the box and seal it up. Then you will need to organise a collection with UPS by either calling them on 08457 877 877 or by using their online form system https://wwwapps.ups.com/pickup/schedule?loc=en_GB&WT.svl=PNRO_L1. Once the parcel has been collected, it will be returned to us and your refund will be processed shortly after.
I do not have a UPS Returns Label inside my package. What should I do?
We are just starting out and unfortunately, this label might sometimes be missing from some packages. We are working to solve this as soon as possible so that all customers can easily return or exchange their products. Please check thoroughly inside your box as the label can sometimes be found right at the bottom. If it is not inside, please contact us either by phone on 0800 77 97 527 or on email at contact@urbanara.co.uk to let us know. We will arrange for a printable returns label to be emailed to you directly. Once you have this label, you will need to call UPS to arrange a collection.
URBANARA’s technical details
I am having problems accessing and using your website. Why is this and what should I do?
We want our website to be as accessible for everyone as possible, so we have worked hard to ensure that it will run on many different versions of web browsers. If you have any problems please don’t hesitate to get in touch via email at contact@urbanara.co.uk or phone us on 0800 77 97 527.
What are cookies?
Cookies are small pieces of technical data which get stored on your computer every time you visit a website. They collect simple information such as how often you visit different sites and what your preferences are. We use cookies in order to make your browsing more smooth and easy, and to understand your needs and improve the site as best we can. You always have the option to turn cookies off on your browser, please look on the options or read a relevant help guide.