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From shipping to sizing, all standard enquiries are answered in detail below. If you can’t find the information you need, please get in touch with our customer service team so we can help you.
Placing an Order
How do I purchase a product on urbanara.co.uk?
Placing an order with URBANARA is easy. When you have chosen something that you and your home will love, simply select the exact colour and size variation and the quantity you desire, then click the 'Add to Cart' 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 before proceeding to check out and completing your purchase as a guest or with a registered account.
Do I need to register with URBANARA to place an order?
No, you can place an order and checkout as a guest. However, we do recommend creating an account with us, as it will safely store your details, helping you keep better track of orders and making future orders faster for you.
Can I cancel my order?
You have the right to cancel the order or any part thereof, at any time before dispatch of goods. To cancel your order, you must notify us of this cancellation in writing by sending an email to firstname.lastname@example.org. The cancellation of the order contract will take place on the date on which we receive the written notification. You will be fully reimbursed upon receipt of the cancellation notification.
Can I order products which are listed as out of stock?
Unfortunately, products can of course sell out. Whilst you cannot order products which are listed as "sold out", you can email our friendly customer service team on email@example.com and let us know which product you are interested in. We can then check with our product scouts and let you know if and when we expect to have the product back in stock.
How much time do I have to return an item?
If you don’t love any of the pieces from your order or they’re not quite right for your home, you have 100 days from the day of receipt to return them (it’s free of charge for UK addresses). Find out more about returns here.
Checkout & Billing
What methods of payment can I use?
We accept payment with credit or debit cards online only, or through PayPal.
How do I redeem a promotion or voucher code on my order?
The first step of the check out shows the contents of your cart, providing you with an overview of your order before processing payment. Underneath the products you wish to buy is a field where you can enter your code. Upon entering this information, select 'apply voucher' for your order to be updated with the relevant discount (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 prepared for shipping, after which you will receive a confirmation email from us containing details about your order. If for whatever reason we receive your order and find that it cannot be accepted, we will get in touch with you as soon as possible to let you know and to organise a refund or an alternative solution.
How do I know my payment is secure?
We use one of the leading UK payment platforms to process all card payments on URBANARA.co.uk. Your information is encrypted with Secure Sockets Layer (SSL) to ensure security and confidentiality. The Norton Secured Seal visible throughout the check out confirms that we have the best security practices in place, giving you the confidence in your transactions on URBANARA.co.uk. This certification not only validates URBANARA as a legal business entity, but verifies that we use best-of-breed encryption technology to protect transactions (Symantec SSL). Finally, we also use 3D Secure, a cardholder authentication measure which may take you to your personal bank's page to enter your personal password.
If you choose to pay using PayPal, you will be automatically redirected to the PayPal.com website where you can log in to your account to complete the payment. On completion, you will return to URBANARA.co.uk to view your Order Confirmation.
Will I receive a VAT invoice for my order?
You will receive a digital invoice with your order confirmation email, inclusive of VAT charged at the UK rate of 20%.
Shipping & Returns
Where do you ship?
Please refer to the delivery information available online for further details about shipping within Europe, or contact our customer service team via phone (+44 800 77 97 527–call charges apply) or email (firstname.lastname@example.org) for information if your country isn't listed. Please note that unfortunately we do not ship to the Channel Islands or the Isle of Man.
All UK orders are shipped with UPS.
How much does shipping cost?
Big or small, all orders to mainland UK and German addresses above £50 are shipped free of charge. All other orders under £50 within mainland UK and Germany incur a £5.95 delivery fee. If your order is destined for a different European address, please check the delivery information available online for estimated costs. For all other locations, please contact our customer service team via phone (+44 800 77 97 527– call charges apply) or email (email@example.com) for an estimated delivery cost. Please note that unfortunately we do not ship to the Channel Islands or the Isle of Man.
Why do certain products take longer than others to be shipped?
We look to specialist regions of the world when it comes to manufacturing our products, which are handmade where possible, so certain items can take longer than others to arrive at URBANARA HQ. While the expected delivery times are shown on each product's dropdown, key collections can often sell out fast, resulting in longer delivery times.
How long will it take to receive a refund if I choose to return my product/s?
If you choose to return some or all of your products we will process the refund following confirmation from our warehouse that it has been received and is in an unused and resalable condition. Your refund will be transferred within 7 to 14 working days. Refunds can only be made to the original payment method used. A confirmation email will be sent to you once the refund has been processed.
When will my order arrive?
An estimated delivery time is provided for every URBANARA product – this appears both on the product page and in the order confirmation email sent to you upon purchase. When a product is marked as 'ready to ship', this means the product is in stock and ready to be dispatched. Shipping usually then takes between 5 to 7 working days to UK mainland addresses for items that are in stock and ready to ship.
When an order is placed for several items with differing delivery times, we will normally hold the order and dispatch it once all the products are available. If you wish to split your order, and have in-stock items sent as soon as they are ready, please contact our customer service team to arrange this. Depending on your delivery country, you may be charged twice for shipping.
How can I return my order?
Our returns procedure is easy, and free of charge for mainland UK orders within 100 days of receipt of goods. Please refer to our returns policy for step-by-step information.
Sizing & Product Info
I can’t decide which product or size to order – any tips?
We strive to place sustainability at the forefront of everything we do – for this reason, we’d prefer if you didn’t order a large number of products to see which fit your home, with the intention of shipping some back. Many of our products have size guides on their respective pages, and we’ve created an in-depth rug guide to help you pick the best rug for you. If you’re still not sure, never hesitate to contact our customer service team, who have a wealth of advice waiting for you. Of course, if the item you ordered still isn’t right, you can return it easily within 100 days – check out our returns policy for more.
I ordered a product and the colour looks slightly different to what is shown on the website. Why is this?
When photographing each product we take great care to ensure that the product image accurately represents the item as best as possible. 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. However, as every individual's personal computer screen settings are different, colours displayed on your own screen may vary slightly from the actual product.
Do any URBANARA products come with certificates?
Yes, many of our products carry seals of quality and sustainability. You can find out more about our certificates here, or on each product’s individual page.
Customer Accounts & Newsletters
I've forgotten my password for my customer login. What should I do?
Recovering your password at URBANARA is easy. On the login page you will see text that says ‘Forgot your password?’ underneath the field where you would usually enter your password. By clicking on this linked text, you will be taken to a page where you can enter the email address you registered with and we will send you a new randomised password via email. Once you have received this, use it to log into your account and change your password to something more memorable within ‘My Account’. If you’re having any trouble resetting your password, just contact our customer service team at firstname.lastname@example.org and they will help you.
I have signed up for your newsletter but never received my voucher code. Why is this and what should I do?
Upon signing up as a newsletter subscriber your voucher code should automatically be emailed to you. Unfortunately errors occasionally occur, so if you do not receive your voucher code please get in touch and one of our customer service team will be sure to email you a voucher code directly. We recommend checking your spam folder before getting in touch in case it landed there instead.
How do I unsubscribe from your newsletter?
We'll be sorry to see you go, but if you would like to unsubscribe from our newsletter mailing list then simply click the “unsubscribe” link at the end of a newsletter and follow the instructions.
Can I make a press enquiry or get in touch about using URBANARA products or imagery in a publication, or working with the brand?
Is there a press distribution list I can join?
Yes, if you work as a journalist or editor you are welcome to join our press distribution list by filling out our press contact form, or by mailing email@example.com
Do you lend samples of your products to the press?
Yes we often do. Please request samples from firstname.lastname@example.org well in advance of when you might need them, as certain products might not be in stock or immediately available.
Is it possible to receive a hard-copy Urbanara catalogue?
We don’t print catalogues as we like to minimise our use of paper, but you can see our full range of products online on our website at any time. Keep an eye out for our seasonal lookbooks, sent along with your order, for product updates too.