Privacy policy

The Urban Editions Privacy Policy

PERSONAL INFORMATION WE COLLECT

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier.

- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information.”

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services. We do not use your information for marketing purposes unless you have expressly authorised us to do so.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTION
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGES
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

CONTACT US
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail or by mail using the details provided below:

3 Dene Road, Southampton SO40 7BL, United Kingdom

Refund policy

CANCELLATIONS

If you want to cancel an order you have placed just send us an email within 48hrs. We will cancel and refund your order to the payment method you used to make the purchase within 2 working days. Payment processing and currency conversion fees which are not refunded to us are excluded from the refunds, these can be up to 5% of the purchase amount.

CHANGES TO YOUR ORDER 

If you want to change your order that's generally no problem if you let us know as soon as possible after ordering. Changes to size and wood type for made to order furniture can normally only be made within 14 days of placing the order. Changes to leg height, colour or type are easier to accommodate but please get in touch as soon as you think you might need to alter something. 

RETURNS

You can return your purchase within 30 days of delivery for any reason (except for non-returnable items listed below). If 30 days have gone by since your item was delivered, or if your item is non-returnable then unfortunately we can’t offer you a refund or exchange unless it is faulty (see below).

You will need to pay for the return delivery costs and payment processing fees . You can use your own courier or we can schedule a collection. If we organise the return delivery then we will deduct the return delivery charge from your refund. Return delivery costs vary depending on your location and may be more than the original shipping cost that you paid. 

Return collections can be booked for weekdays only. The process for collections depends on your location so we will liaise with you to arrange collection. 

You must re-package the item for return delivery in the original packaging in order to avoid damage in transit. Therefore please do not throw away the original packaging if you are unsure of your purchase.

To be eligible for a return, your item must be unused and in a re-sellable condition, so if you're unsure of your purchase we advise you not to use it or place any items on it.

Non-returnable items:
* Custom-made or bespoke items. This includes any item made to a non-standard specification especially for you (custom size, colour, etc). 
* Products sold as seconds, ex-display or otherwise described as non-returnable.

Sometimes we will only issue a partial refund. A partial refund will only be given if:
* There are obvious signs of use, (eg marks from AV equipment feet) such that the item cannot be re-sold as new.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Is damaged during the return delivery due to inadequate re-packaging (unless it is collected by a two-man courier service who have wrapped it for return). 

Return collections can be booked for a weekday of your choice but depending on the courier we may not be able to schedule a precise collection time.  

EXCHANGES

If you wish to exchange your item for another one then we will arrange a return and refund and you can place a new order for the item you want to exchange it for. 

If you want to exchange a swappable component (eg legs) then you just need to cover the cost of delivery and return of the ones you want to swap, and pay any difference in price. The returned items must be repacked safely and returned to us in good condition. Just contact us and we will send you a link for payment. 

DELIVERY TERMS

All deliveries must be signed for. When your order is delivered please check the package for damage before signing. If it looks like there could be any issue at all you must sign for it as "Damaged". If you're at all unsure you must keep the pallet it comes on (if any) and any packaging, as it cannot be returned, replaced or repaired otherwise. If you notice anything amiss when you're unpacking it please get in touch straight away and don't unpack it any further. We'll do everything we can to rectify any issues but it must be able to be re-packed safely to avoid further damage when it is returned.

DAMAGE IN TRANSIT

Our packaging is carefully designed to withstand being handled by couriers so damage in transit is rare. However, if the packaging is not intact on arrival please sign for it as "damaged" and take photos of the damaged packaging before further unpacking it. Email us as soon as possible within seven days of delivery and we will start a claim. You can choose whether we refund it, repair it or exchange it (subject to availability) as long as you have signed for it as "damaged" and have taken photos showing the damage. We cannot issue a refund, repair or exchange due to damage in transit if the product has been assembled or used in any way. 

FAULTS

If an item becomes defective due to a manufacturing fault (not due to wear and tear, misuse or natural movement and ageing of wood) within the following 12 months we will also refund, repair or replace it (subject to availability and practicality). Note that splits in the wood due to natural expansion and contraction are not a manufacturing fault, they are to be expected as an inherent and unavoidable characteristic of solid wood furniture. 

If your furniture is made from iroko then it will darken quickly when exposed to light, so make sure you move anything that is sat on the surface around (eg equipment or plant pots) so that it ages evenly. This is normal and areas that look like light patches will even out quickly.

REFUNDS

Once your return is received and inspected, we send you confirmation of the refund amount and process the refund payment. A credit will automatically be applied to your credit card or original method of payment within seven days.

Refunds may take some time to arrive in your bank account or payment method. This depends on your bank, card issuer or merchant (such as Paypal), so if a refund hasn't been received after we have sent a confirmation, please check with your bank or payment provider initially. 

GIFTS

If the item was purchased as a gift then refunds will be made only to the original purchaser, and to the payment method originally used. 

Refund policy

CANCELLATIONS

If you want to cancel an order you have placed just send us an email within 48hrs . We will cancel and refund your order to the payment method you used to make the purchase within 2 working days. Payment processing and currency conversion fees which are not refunded to us are excluded from the refunds, these can be up to 5% of the purchase amount.

CHANGES TO YOUR ORDER 

If you want to change your order that's generally no problem if you let us know as soon as possible after ordering. Changes to size and wood type for made to order furniture can normally only be made within 14 days of placing the order. Changes to leg height, colour or type are easier to accommodate but please get in touch as soon as you think you might need to alter something. 

RETURNS

You can return your purchase within 30 days of delivery for any reason (except for non-returnable items listed below). If 30 days have gone by since your item was delivered, or if your item is non-returnable then unfortunately we can’t offer you a refund or exchange unless it is faulty (see below).

You will need to pay for the return delivery costs and payment processing fees . You can use your own courier or we can schedule a collection. If we organise the return delivery then we will deduct the return delivery charge from your refund. Return delivery costs vary depending on your location and may be more than the original shipping cost that you paid. 

Return collections can be booked for weekdays only. The process for collections depends on your location so we will liaise with you to arrange collection. 

You must re-package the item for return delivery in the original packaging in order to avoid damage in transit. Therefore please do not throw away the original packaging if you are unsure of your purchase.

To be eligible for a return, your item must be unused and in a re-sellable condition, so if you're unsure of your purchase we advise you not to use it or place any items on it.

Non-returnable items:
* Custom-made or bespoke items. This includes any item made to a non-standard specification especially for you (custom size, colour, etc). 
* Products sold as seconds, ex-display or otherwise described as non-returnable.

Sometimes we will only issue a partial refund. A partial refund will only be given if:
* There are obvious signs of use, (eg marks from AV equipment feet) such that the item cannot be re-sold as new.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Is damaged during the return delivery due to inadequate re-packaging (unless it is collected by a two-man courier service who have wrapped it for return). 

Return collections can be booked for a weekday of your choice but depending on the courier we may not be able to schedule a precise collection time.  

EXCHANGES

If you wish to exchange your item for another one then we will arrange a return and refund and you can place a new order for the item you want to exchange it for. 

If you want to exchange a swappable component (eg legs) then you just need to cover the cost of delivery and return of the ones you want to swap, and pay any difference in price. The returned items must be repacked safely and returned to us in good condition. Just contact us and we will send you a link for payment. 

DELIVERY TERMS

All deliveries must be signed for. When your order is delivered please check the package for damage before signing. If it looks like there could be any issue at all you must sign for it as "Damaged". If you're at all unsure you must keep the pallet it comes on (if any) and any packaging, as it cannot be returned, replaced or repaired otherwise. If you notice anything amiss when you're unpacking it please get in touch straight away and don't unpack it any further. We'll do everything we can to rectify any issues but it must be able to be re-packed safely to avoid further damage when it is returned.

DAMAGE IN TRANSIT

Our packaging is carefully designed to withstand being handled by couriers so damage in transit is rare. However if the packaging is not intact on arrival please sign for it as "damaged" and take photos of the damaged packaging before further unpacking it. Email us as soon as possible within seven days of delivery and we will start a claim. You can choose whether we refund it, repair it or exchange it (subject to availability) as long as you have signed for it as "damaged" and have taken photos showing the damage. We cannot issue a refund, repair or exchange due to damage in transit if the product has been assembled or used in any way. 

FAULTS

If an item becomes defective due to a manufacturing fault (not due to wear and tear, misuse or natural movement and ageing of wood) within the following 12 months we will also refund, repair or replace it (subject to availability and practicality). Note that splits in the wood due to natural expansion and contraction are not a manufacturing fault, they are to be expected as an inherent and unavoidable characteristic of solid wood furniture. 

If your furniture is made from iroko then it will darken quickly when exposed to light, so make sure you move anything that is sat on the surface around (eg equipment or plant pots) so that it ages evenly. This is normal and areas that look like light patches will even out quickly.

REFUNDS

Once your return is received and inspected, we send you confirmation of the refund amount and process the refund payment. A credit will automatically be applied to your credit card or original method of payment within seven days.

Refunds may take some time to arrive in your bank account or payment method. This depends on your bank, card issuer or merchant (such as Paypal), so if a refund hasn't been received after we have sent a confirmation, please check with your bank or payment provider initially. 

GIFTS

If the item was purchased as a gift then refunds will be made only to the original purchaser, and to the payment method originally used. 

Shipping is free to most UK mainland addresses.

Most furniture takes around 6-8 weeks to be built-to-order and ready to send (apart from a few items we may have in stock). We will contact you when it's ready so that we can arrange a convenient delivery day.

Large items will be delivered using a courier service who can bring it in to a room of choice.  Very large, heavy items will be delivered by a 2-person courier team if this service is available to your postcode.

Courier delivery unfortunately isn't available to Northern Ireland, some remote postcodes in Wales, Scotland and England or any offshore addresses. For areas not covered by our courier we can package your order on a pallet and ship it with a parcel service. This will incur a surcharge starting at £40 for smaller furniture items. This will be automatically calculated at checkout for Northern Ireland. Please call or send us if you want to discuss delivery options to your postcode.

Furniture items are delivered in separate easy to assemble sections with the legs detached. Usually assembly simply involves fitting the legs and connecting the upper and lower sections together with a few bolts (if your design has multiple wooden sections). We supply all bolts and tools needed and it only takes a few minutes. 

We can also arrange assembly and removal of packaging using a white glove service that will do all the heavy lifting for you. This usually costs £35.

Please remember to provide a contact telephone number at checkout. All couriers require this and without it, we can't send your furniture! 

International Shipping

The shipping cost depends on your country and the size of your order. To see the shipping cost add a product to your cart and then use the shipping calculator at the bottom of the Cart page. You can remove it from your Cart at any time.

Europe (EU):  we ship with duty and taxes payable by us, not by you, so you won't pay any more to import our furniture into your country. We will handle all the paperwork at our end so it's as easy and hassle free for you as possible. You just pay the shipping costs added at checkout.

USA: there is no duty or tax to pay, just the shipping costs added at checkout.

Europe (non-EU): you will need to pay import duty and taxes but the shipping cost will be free at checkout.

Canada/Australia/Others: shipping will be added at checkout, or contact us to get a shipping quote, you will also have to pay any duties, fees or taxes which are applicable for customs imports into your country.

If shipping isn't showing as available to your location don't worry, we can still send it, but we'll need to do a custom quote. Just message us with the product/size you're looking for and we'll get back to you with a price. 

Items will be sent with an international delivery company (usually UPS, TNT/Fedex or DHL). Unfortunately we can't arrange delivery on a specific day but we will send tracking details as soon as it has been dispatched. You will then be able to contact the delivery company to schedule/reschedule delivery. Delivery takes 3-10 days from the day of dispatch depending on your location and custom clearance times.

Delivery is to the street door, so ensure you have someone available to help if you are ordering a large, heavy item. 

Furniture items are delivered in separate easy to assemble sections with the legs detached. Usually assembly simply involves fitting the legs and connecting the upper and lower sections together with a few bolts (if your design has multiple stacked wooden sections). We supply all bolts and tools needed and it only takes a few minutes. 

ARE YOU IN THE EU? Find answers to Brexit delivery questions. 
Non-EU (no VAT): The VAT element of the price has already been removed and credited against the cost of shipping to reduce the total price. Please please contact us if you are in the EU and need a VAT receipt or have a VAT (TVA) number.