Delivery + Returns

 

Delivery

How much do I pay for delivery?

We offer free standard delivery to mainland UK addresses on all orders over £100. Orders under £100 are charged at a flat rate of £4.95.

Where can my order be received?

It will be sent to the address provided by you (home, work, etc., but not to a PO Box).

Our standard delivery charge is applicable to UK mainland addresses. For deliveries to Scottish Highlands and Islands or Northern Ireland please visit Live Chat or email customerservice@urbanavenue.co.uk for a quote before placing an order.

Do you ship internationally?

Yes, we ship internationally on a regular basis, both small and large items.

Before placing your order, email customerservice@urbanavenue.co.uk or visit our Live Chat, and an advisor will be pleased to prepare a tailored shipping quotation.

Please bear in mind that orders shipping outside the EU may be subject to import taxes, customs duties and fees, which are outside of our control and must be borne by the recipient of the shipment.

Do I need to sign for my order?

Yes, the delivery must be received in person at the delivery address, and a signature is required.

For delivery of large items, such as furniture, our service provider will call you and schedule an appointment in advance.

How long will my order take to arrive?

Orders of stock products are normally dispatched within 5 - 7 working days.

If you require a product more urgently, please contact our customer service team by email at customerservice@urbanavenue.co.uk or call 0330 221 0565 and, if possible, we will arrange for the item to be sent by express delivery. This will incur an additional delivery charge.

Occasionally, an item you order may become out of stock. If this happens, we will contact you with a revised dispatch date estimate, and you will have the option to continue with your purchase or cancel the order.

Customised and made to order products have longer delivery times and these are shown on the product pages, with some of the products being shipped directly from manufacturers.

Please note, items from a single order may not all arrive at the same time.

Can I track my order shipment?

Yes, in the "My Orders" section in your user account you will see the status of your order. If you are not registered, click on the "Order Information" link in the confirmation email sent to you to see the status of your order.

Is the cost of furniture delivery also included? How will large furniture items be delivered?

Furniture delivery is included to mainland UK addresses, provided they are accessible to large vehicles/lorries. Large items of furniture will be delivered to kerbside as standard, and this can be upgraded to white glove delivery upon request. 

 

Returns

We take pride in the quality and workmanship of our products. However, we understand that from time to time you may wish to return a product to us.

How long do I have to return an item?

All returns must be received back within 30 days of the date of the shipment confirmation email. In order for this to apply, you must contact us within 14 days regarding your intention to return all or part of your order.

How do I return an item?

All returned items must be unused, in original packaging with any labels still attached, and otherwise in a saleable, as new condition.

To arrange a return, send an email to customerservice@urbanavenue.co.uk within 14 days of receiving your order informing us of your intention. We will then issue a return authorisation number and advise you on further steps.

Products must be sent by a trackable method, using either Royal Mail Signed for Delivery or a courier such as Parcel Force, DHL or UPS. We strongly recommend that the goods being returned are insured for their value, as we cannot accept responsibility for return items that are lost or damaged in transit.

If you are returning furniture, please contact our Customer Service Team to schedule a pick up through our shipping courier.

You will be responsible for paying postage costs associated with returned goods.

Can I return a customised or made to order item?

Please note that made to order and custom items are made especially for you and are, therefore, non-returnable unless faulty. Likewise, once this type of order has been received by the manufacturer it cannot be cancelled.

When will I receive a refund?

Once the product is received and the refund has been approved, you will receive a confirmation email indicating that the refund will be paid into your account within a few days. The refund will be made using the same method originally used by you to pay for your order. The original delivery charges and any costs you incur in returning the product will not be refunded.

What to do if my items arrive damaged/faulty?

In the event that the products are delivered in damaged or faulty condition, including customised products, please contact us within 24 hours by email: customerservice@urbanavenue.co.uk or call us on 0330 221 0565 and we will make the necessary arrangements to collect the damaged/faulty goods. We will ask you to email photographic evidence of the damage and provide any other relevant information. Please keep all the original packaging and repack the items carefully. Our courier will make the collection, and upon inspection at our warehouse, a refund or replacement item will be arranged.