Shipping Policy
1. What This Policy Covers
This Shipping Policy explains how products are processed, dispatched, and delivered from our fulfillment facilities to customers. It outlines estimated timelines, applicable charges, and the respective responsibilities of both parties throughout the shipping process.
2. Before Your Order Ships
After checkout, all orders undergo internal verification and preparation. During this stage, items are picked, quality-checked, securely packaged, and scheduled for dispatch.
Order preparation timeframe:
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Typically completed within 1-3days business hours
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Extended processing times may occur during peak sales periods or promotional events
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Orders cannot be modified or redirected once preparation is completed
3. Shipping Fees
Shipping charges are calculated based on the total order value and are displayed at checkout before payment is completed.
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Orders under £59.99: Shipping fee of £8.99
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Orders £60.00 and above: Free standard shipping
Shipping fees, where applicable, are non-refundable once an order has been dispatched, except where required by law.
4. Shipping Methods and Logistics Networks
We collaborate with multiple third-party logistics providers to ensure efficient delivery. Shipping methods and carriers are assigned automatically based on operational considerations such as destination, parcel size, and route efficiency.
We do not guarantee the use of any specific carrier or shipping method.
5. Delivery Timeframes
Delivery times shown on our website are estimates only and are not guaranteed delivery commitments.
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Estimated delivery window: 3 to 15 calendar days from dispatch
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Actual delivery dates may vary due to customs processing, carrier capacity, regional conditions, or other external factors
Orders may arrive earlier or later within this estimated range.
6. Customs, VAT, and Import Handling
Where applicable, VAT and import charges may be included at checkout and processed under prepaid import terms.
If such charges are not prepaid:
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Customers are responsible for paying applicable duties, VAT, or customs fees upon import
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Failure to pay may result in delivery delays, return of the parcel, or disposal by customs authorities
Customs clearance timelines are determined solely by local authorities and are beyond our control.
7. Customer Responsibilities
Customers are responsible for:
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Providing a complete and accurate delivery address
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Ensuring safe and reasonable access for delivery
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Responding promptly to carrier or customs requests for information
Failure to meet these responsibilities may result in delivery delays or non-delivery without entitlement to compensation or refund.
8. Shipment Tracking
Tracking details are provided once available. Tracking information may not update immediately and may only activate after the shipment enters the carrier’s network.
Temporary gaps in tracking updates are normal for certain routes and do not indicate loss.
Tracking visibility depends entirely on third-party carrier systems.
9. Exceptional Circumstances
Delivery may be affected by events beyond our reasonable control, including but not limited to:
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Severe weather conditions
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Regulatory or customs changes
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Labor disputes or transportation disruptions
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Public health emergencies or force majeure events
Such circumstances do not automatically entitle customers to refunds or compensation.
10. Missing or Damaged Items
Any missing or damaged items must be reported within 7 calendar days of delivery confirmation.
Claims submitted outside this timeframe may not be accepted. We reserve the right to investigate all claims before determining an appropriate resolution.
11. Amendments to This Policy
We reserve the right to update or modify this Shipping Policy at any time. Any changes will apply prospectively and will not affect orders that have already been dispatched.
12. Contact Us
If you have any questions regarding shipping or delivery, please contact us:
Address:
718 Orangedale Ave,
Charlottesville, VA 22903-3937,
United States
Email:
homedesk@urbanwoodhome.com
Customer Service Telephone:
+1 (276) 941-9068
Online Service Hours:
Monday to Friday
09:00 – 12:30 & 14:00 – 18:00 (UK Time)