Delivery is normally within 2 working days of order placement. At certain times of the year (e.g. Christmas) this may vary slightly. If your order is urgent please contact us by telephone on 01562 950133 and we will do our best to accommodate your request. Deliveries to Highlands & Islands, Northern Ireland, Isle of Man, Channel Islands and Ireland will have a surcharge applied. Please call for details on 01562 950133.
Once your order has been accepted and dispatched, you will receive a dispatch notification email confirming that your order has been processed. This email contains details and tracking information as well as your selected delivery time. If ordering as a gift you may wish to provide your own email address and not the address of the recipient. Please ensure that the email address on your order is correct and that the email has not been directed to a spam folder.
Once your order has been dispatched we are unable to change the delivery address. If you have any questions please contact our Customer Services team. If you are yet to receive your dispatch notification email you will be able to update your details online.
If your order is being delivered to a business address, please be advised that our chosen carrier may deliver to a mail-room or delivery point and will request a signature from the mail-room supervisor. Our carrier does not require a signature specific to the order details.
If you provide a home address which has a reception or concierge service our chosen carrier will deliver to the concierge. The concierge can sign for the delivery as long as they have a fixed location in the reception or within the building.
If your order is being delivered to someone else within the UK you may want Urban Wool to notify them that it is in transit. To do this, please enter the recipient's email address in the "Email Address" field within the delivery destination section. The email they will receive will display the product details, delivery and tracking information but will not include pricing and payment details. They will also receive delivery updates on the order. You should also consider providing the recipient's contact telephone number and or mobile telephone number to assist the delivery.
If you are not at home when the carrier attempts to deliver your order, the carrier will leave a card. You can contact the carrier directly for a new delivery appointment during working hours at a suitable time and date and even amend your delivery address.
If your order has passed the scheduled delivery date in your dispatch notification email, please contact Urban Wool Customer Services. We will investigate the issue with our chosen carrier and strive to deliver your order as soon as possible.
If you have received your order and find that it is damaged please contact our Customer Service team on 01562 950133 or email us: firstname.lastname@example.org
In the event of any damage to your delivery, Urban Wool will endeavour to resolve the issue as quickly as possible with as little inconvenience to you. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement.
If your order is defective, please contact our Customer Service team immediately on 01562 950133 or email us: email@example.com