FAQs

Here are some of our most frequently asked questions.  If you can't find your answer, drop us a message via our contacts page (or email info@urbanologylondon.com).

RETURNS

Q: What is your returns policy?
A: We offer a 14 day returns policy. Returned or exchanged items must be in a resaleable condition: unworn/unused and in their original condition, including packaging and swing tags. If any item is damaged, soiled or altered this may not be accepted and may be sent back to you.  Please get in touch for returns information.

Q: How do I get a refund or exchange?
A: Please send your item(s) to our returns address with a note setting out your name, address, order number, reason for your return and if you would like an exchange or refund.  If you'd like an exchange please tell us which item you would like to replace it with (stock permitting). If you are exchanging for items with a lesser value we will refund the difference. If you would like to exchange for items with a higher value, you will need to request a refund on the original order and place a new order for the replacement items of higher value. We will refund your original purchase as soon as we receive the goods back.

Q: What postage method should I use? 
A: Because we are a small business, we cannot offer free returns at this time (unless your item is incorrect or faulty - see below).  Please pay for your return postage to us. We recommend using registered post to ensure it arrives safely!  We will dispatch exchange items back to you for free.

Q: How long will it take to process my return?
A: Once we have received your returned item, we aim to process your exchange/refund within 72 hours (Monday - Friday, not including bank holidays). 

Q: When will I receive my refund?
A: You should receive your refund within 72 hours of receiving your return. This will depend on your original payment method and bank. Some refunds can take up to 10 days to credit on your account statement, depending on the card issuer.

Q: I received the wrong item!
A: Firstly, we are truly sorry, this rarely happens.  We are a small company and package everything ourselves so we apologise for the mistake.  Please get in touch at info@urbanologylondon.com stating your order number and we will resolve the problem as quickly as possible.

Q: What if my item is faulty?
A: We are so sorry!  As most of our products are lovingly handmade this rarely happens.  Please take a photograph of the issue and get in touch at info@urbanologylondon.com stating your order number and we will resolve the problem as quickly as possible.

Q: Incorrect/faulty items - who pays return postage?
A: If you are returning incorrect/faulty items, we will reimburse your postage cost. Please use 1st or 2nd class post (not signed for, special delivery or a courier) and ensure you have proof of postage and a receipt.

Q: How do I return items from outside the EU?
A: If you are returning item(s) from outside the EU please make sure that you include “Returns Department” in the address and declare the goods as "returns" to the postal company. This way, your return won't be delayed at UK customs.

DELIVERY

Q: When will my order be dispatched?
A: We dispatch orders Monday to Friday (excluding bank holidays). With the exception of bespoke orders (furniture and art) we aim to dispatch within 24 hours. Please bare with us during busier times (such as Christmas) where orders may take up to 48 hours for dispatch. For bespoke orders such as furniture and art, these are made to order and can take up to 3 weeks to dispatch from the order date (though we aim to ship much sooner).

Q: Who do you use to deliver your orders?
A: This depends on the size/weight of the package, where it is being posted to and which option you pick.  We usually use Royal Mail, Interlink, DPD or DHL. You will see the delivery cost when you go to the checkout page. 

DELIVERY CHARGES

The total delivery cost will be added up and shown at checkout.  A summary of delivery costs is as follows:

  • Small items under £50 (i.e. everything except for furniture) - Standard delivery £3.95.  Next working day delivery £7.95 (please place order before 1pm).
  • Small items total over £50 (including art) - FREE standard delivery.
  • Furniture - £39.95 for one piece.  FREE for 2 or more pieces.

For furniture, we cap our delivery costs - so no matter how much you order, it’ll never be more than £39.95.

Please note:  Delivery of furniture and art will be made to your door and packaging will not be taken away.

Delivery usually happens during weekdays.  We can arrange a weekend delivery, however the delivery cost will be more.  Please contact us directly for a quote and to arrange this.

We currently only offer UK delivery of furniture and art through our website but if you are located overseas, please get in touch by email (info@urbanologylondon.com) and we will try to help.

Q: How long will delivery take?
A. For small products (i.e. everything except for furniture and cube art), domestic delivery usually takes between 2 and 5 working days for the standard shipping option, or 1 working day for our next working day option. 

Next working day delivery only applies to orders placed Monday to Thursday before 1pm. Orders placed anytime Friday to Sunday will be delivered on Tuesday. Excluding bank and public holidays.

For bespoke orders such as furniture and art, these are made to order and can take up to 3 weeks to dispatch from the order date (though we aim to ship much sooner).

ORDER AMENDMENTS AND CANCELLATION

Q: How can I cancel or amend my order?
A: Please get in touch as soon as possible, stating your order number: info@urbanologylondon.com.  Sometimes we ship orders out very quickly (within a matter of hours!) and so please get in touch quickly.  If we have already dispatched your item before we receive your cancellation/amendment,  please see our returns FAQs above.

HELP!

Q: I still need to get in touch- how can I reach you?
A: If our FAQs did not answer your question, please contact us via our contacts page or email: info@urbanologylondon.com.  We aim to get back to you within 12 hours during working hours Monday-Friday.