terms & policies

Refund

Customer satisfaction is of prime importance to us and we want you to have confidence in buying from Urban Icons. If you have a problem, or are unhappy with your purchase, then we will do our best to rectify the problem.

You can return any stock item within 7 days of purchase provided it has not been used.

If an exchange or refund is required then the items should be returned to us in their original packaging along with your receipt. Please note that all parcels must be sent back using Recorded Delivery. We will not accept responsibility for lost goods or postal costs incurred when returning goods unless the items are deemed to be faulty. For furniture products, we will arrange for collection.

If we have made a mistake or the product is faulty we will exchange the product or refund the full amount.

Furniture or products that we have tailored specifically for you, are not returnable or exchangable. Due to the bespoke nature of these products and in accordance with the guidelines set out by the Office of Fair Trading legislation for this type of service ("one that is made to your specifications or personalised" - see www.oft.gov.uk for more information), we are unable to accept cancellations once production has begun. However you may cancel your order at any time within 5 working days of placing the order (this is the 'cooling off' period). If you wish to cancel your order please call us on 020 8558 8062.

How do I go about making a return?

To return a product, simply e-mail us with your customer reference and invoice number. We will issue you with a RETURNS AUTHORISATION. This should be clearly visible on the returned parcel and included inside the package as well along with your original invoice. If the item is a furniture product we will contact by telephone to arrange for collection.

Alternatively you can telephone 020 8558 8062 with your invoice number to hand.

How long will it all take?

We will attempt to rectify and problems immediately. We will make a full refund as soon as we receive your good(s) returned to us in good condition (there maybe a small delay from your bank in re-crediting your account).

Replacing damaged stock

If you would like to receive an identical replacement, for something which arrives damaged, we will dispatch the replacement on receipt of the original. If this product happens to be out of stock at this time then we will process an immediate refund to avoid any inconvenience for you.

What if somebody sends me a gift and I wish to return it?

If you have received a gift from someone else and it arrives damaged, we will gladly send you a replacement. Refunds can only be made against the credit/debit card used in the original transaction and we regret we cannot offer any exchanges. If we cannot provide you with a replacement, for example if the item is out of stock, we will contact you with other options.