Frequently asked questions
Here we have put together all the common questions that our customers ask us to ensure that most of your questions can be found below.
About Urbanity Store
Do you have a catalogue?
No, we do not print catalogues. At Urbanity Store we add new products daily so you should check the website frequently for new products. You can see the latest products by visiting our What's New page.
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Do you have a shop?
We do not currently have a high street shop. We are a UK based internet retailer, and we deliver to most countries.
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Can I order by telephone?
Yes, you can order over the telephone by calling (01202) 575546. However by ordering online we can keep you better informed of the status or your order by email, also you can save many of your details for future orders.
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Do you do wholesale?
No we do not. We are a retailer and sell directly to our customers.
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Can you give me the details of your suppliers?
No, we do not disclose information about our suppliers.
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Marketing enquiries.
For all marketing enquiries, please contact us through the Contact Form.
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Can I give you feedback?
Yes - please do! We appreciate feedback - both positive and negative as it tells us what we are doing right, and helps us fix anything that we are doing wrong. Just send us your feedback using our Contact Form.
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What do I do if I have a complaint?
If you have a complaint, please contact us through our Contact Form. We will endevour to deal with your complaint within five working days. In the event that your complaint cannot be resolved immediately, we will advise a likely time scale.
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How do I contact customer services?
Just use our Contact Form and select the appropriate department to ensure a swift response.
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What are the working hours of your customer support staff?
Monday - Friday 10am - 5pm, except for Public Holidays.
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Questions about products
How do I find a particular product?
There are several ways to navigate around the store to locate particular products. If you are looking for products of a particular brand, you can use the brand page and then browse through the products of that brand. Alternatively, you can use the menus on the left to browse products according to brand or category. Also, you can use the search box on the left to search for something specific.
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Will you be getting any more in?
When products go out of stock or are discontinued, they will be removed from the website. Due to the nature of our products, many of which are produced for a limited time we can not usually get repeat stock, however occassionally we will get returns or be able to get repeat stock, so if there is something you really want, contact us and we'll do our best to get it for you.
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I need more information about a product.
We try our best to include as much information as possible about each product, howvere if you have any further questions, just contact us and we'll do our best to help you (remember to tell us which product you want to know about).
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Do you have this product in other colours?
All of the product variations are shown on the website. If you cannot see the colour you want, then unfortunately we do not have it.
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Do you have this product in other sizes?
All of the available sizes are shown on the product page. If you cannot see your size, we may be able to get it, so contact us and we'll do our best to source it for you.
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If my size is not in stock, can you order it in for me?
The availability of new stock varies from product to product, and we do receive new stock every week so contact us and we'll let you know if we can reorder your size.
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If a product has been removed from the website, do you still have it in stock?
No, however we do get new stock every week, especially for popular products so check back frequently.
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The product I ordered recently has been reduced. Can you refund me the difference?
Unfortunately, we cannot advise you in advance of reductions or reimburse you the difference after you have placed an order.
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Can you tell me where else I can buy this product?
Our Customer Service team cannot advise of other places to purchase these products.
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Can you order me a product not featured on the website?
Unfortunately it is not practical for us to provide a product request service at this time.
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Questions about payment
What cards do you accept?
We accept the following major credit and debit cards: Visa, Mastercard, Visa Debit, Switch.
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What currency do you use?
We use UK Pound Sterling (GBP), however your payment card company will normally convert it for you to your local currency. You should contact your payment card company for information about their exchange rates.
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Can I pay by any other method?
No - we only accept payment by credit or debit card.
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Can I pay be cheque?
No - we only accept payment by credit or debit card.
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Can I pay by postal order/international money order?
No - we only accept payment by credit or debit card.
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Can I pay by bank transfer (BACS)?
No - we only accept payment by credit or debit card.
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Can I pay on delivery of the goods?
No - we only accept payment by credit or debit card at the time the order is placed.
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Can I pay in installments?
No you can not pay by installments.
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Do you have a credit account service?
No we do not have a credit account service at this time.
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Is it safe to order online?
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your payment card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:
- Authentification – this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
- Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server.
- Data Integrity – this checks the data being transferred to ensure it has not been altered.
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Do I have to order online?
If you do not want to place your order online, you can place your order over the telephone by calling us on (01202) 575546.
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When will I be charged?
You will only be charged when your order is ready to be dispatched. When you place your order we immediately contact your payment card provider to have your payment authorised (so if it is not authorised, you will be told straight away), however no money is taken until your order has been processed, packaged and is ready for dispatch.
Please Note: If your payment is declined by your payment card provider we are unable to give you an explanation of why it has been declined.
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