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Frequently Asked Questions
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.
Are you based here in the UK?
Not quite. We’re a German-based company founded in 2010. Having gathered a solid foundation over in Europe, we expanded out to the UK.
Don’t worry, though. Your order will not be subject to import charges under new, post-Brexit regulations. We’ll take care of all that, but there could be some delays in your delivery, which we’ll keep you informed about at every stage.
Checkout & Billing
What methods of payment can I use?
We accept payment with credit or debit cards online only or through PayPal.
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 (0044 20 39665772–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.
Will my order be subject to import charges?
No, there’s nothing to worry about on that score. Please refer to the shipping status on each product listing for estimated delivery times. However, deliveries within the mainland UK should take between 10 and 14 days.
The delivery cost is set at £5.95 unless your order is over £50, in which case the delivery is free of charge. There are no other charges.
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 10 to 14 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?
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.