FAQ | Urban Avenue

Frequently Asked Questions

How do I place an order on urbanavenue.co.uk?

Shopping with us is simple! Just follow these steps:

  1. Browse the product categories listed in the menu at the top of each page. For full product details, click on the image to take a closer look. On each product page you will find additional product photos along with a full description, technical information, colour and material options and estimated dispatch times.
  1. To purchase an item, select the variants and quantities desired and click 'Add to Cart’. We often have matching or complementary items available, which will be referred to in the description or shown below in the Related Products section.
  1. The number of items in your shopping cart will be displayed next to the cart icon at the top of the page. You can view and edit the contents of your shopping cart at any time by clicking on the icon.
  1. To complete your purchase, click the shopping cart icon, and then click ‘Check Out’. At this point, you can check the items and quantities selected, and make any changes necessary to your order. Remember to enter your promotional code, if you have one.
  1. If you are a new customer, you can choose either to create an account with us or check out as a guest, in which case only information that is needed to process your order will be requested. Creating an account with Urban Avenue is a simple process that will make ordering with us in the future even easier. You will also be the first in the know for new products and special offers. If you are an existing customer, enter your details in the sign in section to access your account.
  1. Once you are ready to check out, fill out your delivery and payment details and click ‘Review Order’. If all information is correct and you are happy to proceed, click the box to agree to our Terms & Conditions and click ‘Complete Order’. You will receive a confirmation email once we have received your order.
  1. You will be notified when your order has been dispatched, and you can then follow your shipment with the tracking information provided.


What payment methods do you accept?

We accept payment by Visa, MasterCard, American Express, ApplePay and BitPay.


Are my payment details secure?

All transactions are secure and encrypted. Credit card information is never stored.


How much does delivery cost, and where do you deliver?

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

We can provide international delivery to most locations. For delivery outside the UK Mainland please contact our Customer Service Team at customerservice@urbanavenue.co.uk or call 0330 2210565 with your product selection and we will be very happy to provide you with a shipping quote for your required destination.  Please be aware that international deliveries outside EU may incur additional local import duties, taxes, levies or other charges which are beyond our control and will have to be paid by the recipient of the goods.


When will I receive my order?

Products that you buy on urbanavenue.co.uk have different delivery times and methods. The anticipated lead times are shown on each product page. Products that are in stock are normally dispatched within 5 - 7 working days. Customised and made to order products have longer delivery times, with some of the products being shipped directly from manufacturers. Please see our Delivery page for more information.


I ordered several items, will they all arrive together?

If you ordered several made to order or customized products by different brands, it is likely that they will arrive separately and on different dates, depending on each product’s lead time. Similarly, if your order consists of a combination of in-stock and made to order items, then these may also be dispatched to you at different times.


Can I track my order shipment?

When your goods are dispatched, you will receive an email with a tracking number, which you can use to follow your order through the shipment process. If you are a registered user, you can also view the up to date status of your order in your account section on our site.

In rare circumstances, some products that ship directly from our manufacturers may not have a tracking number but we will do our best to minimise this.


Can I add products, change or cancel my order once it is placed?

Once the payment is processed and your order is confirmed, we cannot add other items to your existing order, change or cancel it. However, if you would like to purchase additional products via urbanavenue.co.uk, you should place another order within 24 hours of your original order and then contact us and we'll be very happy to refund the extra delivery charge.

On the other hand, if you change your mind about a purchase, you can easily return unwanted items to us for a refund. Please refer to our Returns Policy for full information and details on exclusions for made to order or customised products.


Do you offer an interior design service?

Absolutely! For interior design services please call us on 01382 553389 or visit www.urbanavenueinteriors.com


My company would like Urban Avenue to feature our products for sale. How should I contact you to discuss this?

We are always on the lookout for exciting new brands to feature. If you believe your products would fit well on Urban Avenue, please call 01382 553389 or email brands@urbanavenue.co.uk


I see a product in your shop that I like, but I need it in a different colour. Is this possible?

For many of our products it is possible to customise the colours, finishes and even sizes. Just get in touch and we will do our best to arrange this, or advise you on alternative solutions.


How can I contact you regarding other queries or to provide feedback?

We greatly appreciate the loyalty and the confidence that our customers and design brands have placed in us. If you would like to offer feedback so that we can further enhance the services we provide, or if you have any other questions that this FAQ page does not answer, please send us an email to customerservice@urbanavenue.co.uk We strive to deliver an exceptional customer experience, and will do our utmost to resolve any issues that may arise in a fair and prompt manner.