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Delivery & Returns

Delivery Information

Delivery schedules:

Delivery times vary from product to product, depending where items are stocked. For lead times please read the specification tables on the product page.

Deliveries are made to the ‘kerb side’. Unfortunately due to insurance guidelines it is not their responsibility to take goods into your home, therefore please arrange for adequate help at time of delivery. It is assumed that the delivery address will be accessible by lorry. If there is likely to be a problem, e.g. the road is subject to a vehicle weight or width restriction, please inform us at the time of order. Deliveries are made from 8.00 am to around 6.00pm.

We deliver to most UK postcodes however some post codes may not be covered under our standard rates. If this is the case we will inform you of the additional cost once we receive your order.

Requests for an E.T.A on the day of delivery are strictly at the courier’s discretion. We cannot make a courier contact you to advise delivery times, we can only request this. If a courier arrives at your address and is unable to deliver on the arranged delivery date because you are not there, you will be liable for the re-delivery charge if applicable. ALL deliveries must be signed for.

Approximate delivery times will be advised at the time of order whenever possible. To see when you delivery is due please use the track order facility or contact us by email.

Please inspect all goods immediately on delivery, this means opening tubes to check trims, glancing over (but not opening) packs of flooring for visible damage. If you are unfortunate enough to receive a damaged or missing item, make sure it’s noted on the courier’s paperwork. No claims for damaged or missing items can be made after the courier has left the delivery address, unless signed for as damaged or missing. Urbane Living do our utmost to avoid any damage by choosing the best couriers available, however some goods are sent direct from the manufacturer, which means we have no jurisdiction over the method of delivery. All claims must be made within 7 days of receipt of goods. Goods refused on delivery that are found to be undamaged on return to us will incur the return delivery charge where applicable.

Returns and Cancellation Policy

Customer satisfaction is important to us, thus if you change your mind we will accept whole orders (except special orders such as custom made rugs) back unopened in the Original Packaging for whatever reason within 7 days of receipt. You will need to return the goods back to us at your cost via your chosen courier, a 30% handling charge will be deducted from your refund to cover restocking and administration costs. We do not accept part order returns.

All credits will be processed within 28 days. Please note that we can only refund delivery costs if the return is a result of our error. If you decide to cancel your order before delivery for whatever reason, except special orders, a £30 administration charge applies. If an order has been dispatched further charges may apply. In the case of a verbal order we will always read back your order at the time, and your agreement will form a contract. We are unable to cancel or refund any monies paid on special order items after they have been ordered. Our Rugs and Natural Flooring products are custom made and constitute a special order.

inspect all goods immediately on delivery, this means opening tubes to check trims, glancing over (but not opening) packs of flooring for visible damage. If you are unfortunate enough to receive a damaged or missing item, make sure it’s noted on the courier’s paperwork. No claims for damaged or missing items can be made after the courier has left the delivery address, unless signed for as damaged or missing.

For all our products check that the product is flawless before installing them. We will not accept any claims for damaged or faulty items once the item has been installed. Where the buyer has used or installed the goods such use or installation shall be taken as conclusive evidence that the buyer has accepted that the goods are in perfect condition. You must accept full responsibility for the suitability of the goods ordered for the purpose to which they are put.

Returns must be arranged beforehand by email