If you would like to return an item please contact us with 10 days of receipt of item. If a request to return an item is accepted by Urban Wood, the item must be returned to us, undamaged, within 7 days. Customers will be required to arrange their own shipping, to ensure the item is packed appropriately, and to pay the cost of shipping.

Once returns are received and accepted, refunds will be processed within 14 days. We will notify you via email once this has been completed. We will refund the value of the goods returned but will not refund the value of any shipping paid.

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

Shipping Costs

​Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

We aim to ship your order within 5 working days of receipt. In general, domestic shipments are in transit for 2 – 7 days. Typically, orders shipped internationally are in transit for 4 – 22 days. This varies greatly depending on the courier selected. We generally use FedEx for both domestic and international shipping. If your country is not listed at checkout please contact us so we can send you a custom shipping fee. Please ensure that you enter your mobile phone number at checkout as couriers require this information.

For change of delivery address requests, please contact us as soon as possible. We are only able to change the address before shipping has been arranged. Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with us. If the parcel has been delivered without you being present, please contact customer service with next steps. We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

​Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and we encourage you to be aware of these potential costs before placing an order with us.

If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Urban Wood at the customer’s expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping and an administration fee. The cost of the initial shipping will not be refunded.

If you change your mind before you have received your order, we are able to accept cancellations within 24 hours of your order being placed. No cancellations can be processed after this time.

For all customer service enquiries, please email us at [email protected].