Delivery & Returns

Ordering within mainland UK

Delivery is free for orders over £50 to the mainland UK. All other UK orders incur a £5.95 delivery fee. Unfortunately, we do not ship to the Channel Islands or the Isle of Man.

For estimated delivery times, refer to the shipping status on each product’s listing. Once an order is packed and dispatched, it takes approximately four to five additional working days to arrive to the mainland UK.

Country Cost

Belgium, Netherlands

£6.15

Czech Republic, Denmark, France, Italy

£8.95

Finland, Portugal, Spain, Sweden

£13.95

Bulgaria, Estonia, Greece, Hungary, Latvia

£21.95

Track your order

All orders are safely sent with UPS or DHL, depending on the destination.
A unique tracking number and website link for either UPS or DHL will be sent to you via email by our customer service team so you can check your order’s progress and delivery status.

Returns

If for any reason you’re not 100% happy with your order, you can return it within 100 days of receipt – it’s our Love at First Touch Guarantee. This also applies to discounted or sale articles.

Orders purchased from the United Kingdom store and shipped to a United Kingdom address can be returned free of charge.

Follow these steps to return an order:

  1. Complete the Returns Form sent with your order. Be sure to specify which products you are returning and the reason for returning. Keep the invoice for your records.
  2. Pack the product(s) back in their original packaging and reseal them in the order box, along with the Returns Form.
  3. There should be a prepaid UPS return label with the package. Attach this securely to the package, and then arrange for its collection either online, or by calling UPS on 03457 877 877.
  4. When the return has been received and processed at our logistics centre, we'll be in touch again to confirm that your refund has been processed. The refund can take up to 14 working days to appear in your account, and will be refunded to the same payment method used for your purchase. If you have any further queries in the meantime, please don't hesitate to ask.

We accept returns on all unused items in their original condition and packaging, and which are returned within 100 days of receipt. Unfortunately, it is not possible to return gift vouchers.


Faulty items

The quality of our materials and products is of the utmost importance to us. In the rare case that your item is faulty, simply contact our contact service team and let them know. You can then follow the returns procedure within 100 days of receiving your order, and we'll process your refund as quickly as possible.

Please take the time to let us know exactly what was wrong so we can make sure it doesn't happen again.  

If you notice the fault after the 100-day return period, just give us a call to find a solution with one of our customer service team members.

Contact

If you need help or have any other questions about our returns process, we're just a phone call (or email) away:

Freecall within mainland UK: 0044 20 39665772

Email: contact@URBANARA.co.uk



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