Subject to stock availability. I try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and I will not be able to fulfil all your items at time of purchase. In this instance, I 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 me to process a refund.

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

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

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

Delivery Terms
I aim to send 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. I generally use FedEx, DPD or Royal Mail. If your country is not listed at checkout please contact me so I 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 me as soon as possible. I am only able to change the address before delivery 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 me. If the parcel has been delivered without you being present, please contact their customer service department. I will process a refund or replacement as soon as the courier has completed their investigation into the claim.

Duties & Taxes
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.

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