FAQ's

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.

Ordering

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/size variation, the quantity you desire and then click the 'Add to 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 before proceeding to check out and completing your purchase as a guest or with a registered account.

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 contact@urbanara.co.uk. 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 of out stock?

As some of our products are made especially for you in faraway parts of the world, certain products unfortunately sell out. Whilst you cannot order products which are listed as "sold out", email our friendly customer service team on contact@urbanara.co.uk 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.

Checkout & Billing 

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’.

How do I redeem a promotion or voucher code on my order?

The first step of the check out shows the contents of your bag, providing you with an overview of your order before processing payment. Underneath the products you wish to buy is a field where you 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.

Our Pay by Phone option is also a secure way to make your payment. Our friendly customer service team are available 10 a.m. to 5 p.m. from Monday to Friday to process your payments safely and easily over the phone.

May I receive a VAT invoice for my order?

You will receive an invoice inside your delivered package, inclusive of VAT charged at the UK rate of 20%. If your order is a gift but you still require an invoice, simply select the ‘Gift Box’ option at the check out to have the invoice replaced with a sophisticated greeting card. You can then request to have the VAT invoice emailed to you by contacting our friendly customer service team.

Shipping & Returns

Where do you ship?

We love all of our customers and work hard to get our products sent around the world. 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 (contact@urbanara.co.uk) for information if your country isn't listed. Please note that unfortunately we can no longer ship to the Channel Islands.

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 attract 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 (contact@urbanara.co.uk) for an estimated delivery cost. Please note that unfortunately we no longer ship to the Channel Islands.

Why do certain products take longer than others to be shipped?

As some of our products are made especially for you in faraway parts of the world, certain take longer than others to arrive at URBANARA HQ. While the expected delivery times are shown on each product's dropdown, key collections often sell out fast, resulting in longer delivery times. Our Wait & Save policy makes up for the wait, offering you up to 15% off products with long delivery times. The discount is automatically calculated depending on the length of time you need to wait, and the savings visible to you on each applicable product page.

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 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 five to seven working days. 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 (check the dropdown within the description), 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 on stock and ready to be dispatched. Shipping usually then takes between three to five working days to UK mainland addresses.

International shipping times vary and can be discussed when placing the order directly with our customer service team.

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, please contact our customer service team to arrange this.

What is the wait and save policy?

We encourage you to expect more from us, including when it comes to delivery. Our key collections sell out fast, resulting in longer delivery times than we would like. To make up for the wait, we introduced our Wait and Save policy, offering up to 15% off products with long delivery times (excluding our art collections and customised products). You will receive your discount automatically at check out depending on how long the delivery time is. In short the longer you wait, the more you save.

 

Discount 5% 10% 15%
Wait time
(weeks)
3-6 6-9 9+

 

How can I return my order?

Our returns procedure is easy, and free of charge within 100 days of receipt of goods. Please refer to our Love At First Touch Guaranteefor step-by-step information.

Do you offer express shipping?

If you would like express shipping, please contact our Customer Service department on 0800 77 97 527 (free from mainland UK). Express shipping charges to the UK range from £19.95 to £148.95 and are determined by package size, weight and delivery destination. Express shipping to destinations outside the UK can also be determined upon request. This delivery option is only available for products that are ready to ship.

Sizing & Product Info

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 very ever so slightly from the actual product.

I cannot decide which colour or size to choose. Can I order more than one product so that I can choose between them?

Of course. We understand that sometimes a picture cannot beat seeing and touching the real thing, and this is especially true of our high-quality homewares. Our returns procedure is easy, and free of charge within 100 days of receipt of goods. Please refer to our Love At First Touch Guarantee for more information.

I am interested in a particular collection but need a size that differs from UK standards. Can you help?

Some of our collections – such as bed linen or curtains, for example – can be customised according to the size you need. Have a look at our customisation page for more information.

Gifting

Do you offer a gift-wrapping service?

We certainly do! By selecting the gift wrapping option, your order will be wrapped in gorgeous silk tissue paper and lovingly placed inside our premium gift box, while the invoice will be replaced with a sophisticated card – all at a minor additional charge. 

To gift wrap your order, select the ‘Order a gift’ option on the Billing & Shipping page of the check out process. Please note that not all of our products can fit inside our premium gift box. The gift option will therefore only be shown when all items in your bag can fit safely inside one box.

Do you offer corporate gifting?

We do! If you are looking for something special for clients or internal teams, our corporate gifts are ideal. Check out our business enquiries page for more information and to submit your enquiry.

General Inquires

Is it possible to receive a hard-copy Urbanara catalogue?

If you would like to receive one of our catalogues, please visit our catalogue request page and complete the request form with your details. On this page you also have the opportunity to view all of our catalogues online.

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 here and follow the instructions.

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.

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