Shipping policy

Last updated: October 2026

1. OVERVIEW

At The Urban Escape, we partner with a curated network of trusted third-party suppliers to deliver premium lifestyle products directly to your door. As products are sourced from multiple suppliers and dispatched from various locations, shipping carriers and delivery windows may vary by product.

This Shipping Policy applies to all purchases made on www.theurbanescape.co.uk. By placing an order, you agree to the terms outlined below.

2. ORDER PROCESSING & CUT-OFF TIMES

To ensure accurate delivery estimates, please note our order processing timeline:

Order Cut-off Time: [2:00 PM (GMT) London]. Orders placed after this time will be processed on the following business day.
Order Processing (Handling) Time: All orders are processed within 1 to 3 business days (Monday to Friday, excluding UK public holidays).
Dispatch Notification: You will receive a confirmation email once your order is placed, followed by a dispatch notification with tracking details once your order has left the warehouse.

3. SHIPPING RATES & ESTIMATED TRANSIT TIMES

Shipping costs are calculated directly at checkout based on your delivery location, product weight, and order contents.

The following are general estimated transit times (the time it takes for the carrier to deliver your order after it has been processed and dispatched):

Destination	Estimated Transit Time	Total Estimated Delivery Time (Processing + Transit)
United Kingdom	2–7 business days	3–10 business days
Europe (EEA)	3–20 business days	4–23 business days
Rest of World	5–30 business days	6–33 business days

Note: Supplier-specific products may have different delivery windows. Any variations will be clearly stated on the relevant product page.

4. SHIPPING LOCATIONS & BRAND RESTRICTIONS

UK-Only Products: Some products are restricted for delivery within the United Kingdom due to supplier limitations or import regulations. Where applicable, this is clearly indicated on the product page, and checkout will be blocked for international addresses.
European Customers: We ship to most European countries. Customers in the EEA retain full rights under the EU Consumer Rights Directive (see our Return & Refund Policy).

5. MULTI-SUPPLIER & SPLIT SHIPMENTS

As a curated retailer working with multiple third-party suppliers, your items may be dispatched from different warehouse locations. If you order multiple items, they may arrive in separate packages at different times. You will receive separate tracking numbers for each package if this occurs. We do not charge extra shipping fees for split shipments.

6. ORDER TRACKING

Once your order is dispatched, you will receive a tracking number by email. Please allow 24–48 hours for tracking information to update on the carrier's system. If you have not received tracking details within 5 business days of your order, please contact us.

7. CUSTOMS, DUTIES & IMPORT TAXES

For international orders outside the UK, customs fees, import duties, or local taxes may be applied by your local customs authority upon arrival.

Customer Responsibility: All additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be.
Refused Parcels: We are unable to refund orders that are refused by the customer at customs due to unpaid duties.

8. ADDRESS ERRORS & LOST PACKAGES

Incorrect Address: Please ensure your delivery address is 100% correct before completing your order. The Urban Escape cannot be held responsible for orders lost, delayed, or returned due to an incorrectly provided address. If you notice an error, contact us within 24 hours at info@theurbanescape.co.uk and we will do our best to amend it before dispatch.
Lost or Missing Orders: If your order has not arrived within the estimated delivery window, please contact us. We will liaise with the relevant supplier and carrier to investigate. Please allow the full estimated delivery window to pass before reporting a missing order.

9. CONTACT US

For any shipping or delivery queries, please contact our support team: