Customer Help (FAQ)

Our customer service team is always here to assist.

Orders and Shipping

How long does it take for me to receive my order?

Orders are processed within 1-3 business days, Monday to Fridays (closed on bank holidays and weekends). Delivery times are estimated to be between 5-10 business days from the date the product(s) are dispatched. 

How do I create an account?

Click on the 'My Account' icon at the top right corner of our website and follow the registration prompts.

How do I change my shipping address?

Log in to your account, navigate to 'Account Settings,' and update your shipping information accordingly.

How do I track the status of my order?

Once your order has been dispatched, you'll receive a tracking number via email. You can also track your order by clicking on 'Track Order' in the main menu.

Will you keep my credit card information on file?

We prioritise your security and do not store credit card information without your consent. During checkout, you may choose to save your payment details for future purchases.

Do you charge sales tax?

Applicable sales tax will be calculated and displayed at checkout based on your shipping address.

Do you ship internationally?

Currently, we only ship within the United Kingdom and Europe. Expansion to other shipping areas is being considered.

Will my items come in one package?

Depending on product availability and warehouse locations, items in your order may arrive in separate packages.

Returns and Exchanges

What is your returns policy?

For detailed information, please refer to our Refund Policy at  https://urbanuniq.co.uk/policies/refund-policy.

I received the wrong item.

We apologise for the inconvenience. Please contact our support team at support@urbanuniq.co.uk  with your order details, and we'll assist you promptly.

My order arrived damaged.

We're sorry to hear that. Please reach out to us at support@urbanuniq.co.uk with photos of the damaged item, and we'll work to resolve the issue.

Where should I mail my authorised return?

After contacting our support team and receiving a return authorisation, we will email you the address where you need to send the item. 

How do I receive customer support?

You can email us at support@urbanuniq.co.uk or call us at +44 1917 439076. Our support hours are Monday to Friday, 9 am to 5 pm GMT. (Closed on bank holidays and weekends)

What do I do if I entered an incorrect shipping address?

If your order hasn't been processed yet, please get in touch with us immediately to update your shipping information.

Can I change or cancel an order after I've submitted it?

We process orders promptly, but if you contact us within a reasonable timeframe after placing your order, we may be able to accommodate changes or cancellations.

Can I pre-order an item that is sold out?

Currently, we do not offer pre-orders for out-of-stock items. Please keep checking our website for when an item is back in stock.

Contact Us

For further assistance, feel free to reach out to our customer support team at support@urbanuniq.co.uk.