Frequently Asked Questions

Can't find what you're looking for? Contact our support team and we'll be happy to help.

🚚 How long does delivery take?

We offer standard delivery (3–5 working days) and express delivery (1–2 working days) across the UK. International orders typically arrive within 7–14 working days. Free standard shipping is available on selected orders over £40.

🌍 International Shipping 

Do you ship internationally? Yes, we ship to selected countries across Europe and beyond on most brands. Shipping costs and delivery times vary by destination and are calculated at checkout. Please note that international orders may be subject to local customs duties and taxes.

🔄 What is your returns policy?

We accept returns within 30 days of delivery. Items must be unused and in their original packaging. Please contact us to initiate a return and we'll guide you through the process.

💳 What payment methods do you accept?

We accept all major credit and debit cards, PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are secured with SSL encryption for your peace of mind.

🏷️ Can I use a discount code on sale items?

Discount codes apply to full-price products only and cannot be combined with already-discounted items or other active promotions.

🌿 Are your products sustainably sourced?

We carefully curate products that align with our values — quality, sustainability, and mindful living. Many of our products are eco-friendly or ethically made. Please check individual product pages for specific details.

💬 How can I contact customer support?

You can reach us via our contact page or email us at hello@theurbanescape.co.uk. We aim to respond within 24 hours on business days (Monday–Friday, 9am–5pm GMT).

📦 How do I track my order?

 Once your order has been dispatched, you'll receive a confirmation email with a tracking link. You can also track your order via the Shop app. If you haven't received tracking details within 2 working days of your order, please contact us.

✏️ Order Changes/Cancellations 

Can I change or cancel my order after placing it? We process orders quickly, but if you need to make a change or cancellation, please contact us as soon as possible. We'll do our best to accommodate your request before the order is dispatched.

 🛡️ Damaged or Incorrect Items 

What if I receive a damaged or incorrect item? We're sorry if this happens! Please contact us within 48 hours of delivery with a photo of the item and your order number. We'll arrange a replacement or full refund promptly.