Terms and Conditions

Overview

Your order is accepted when the goods are despatched, no contract has been formed between you the customer and The Urban Cottage Company before this point. You must notify us within 14 days of receiving the goods that you want to cancel, and must return the goods in the original condition and packaging within 14 days after informing us. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Exclusions to our refund Policy

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Exceptions apply to orders for personalised items and goods made to your order which cannot be cancelled by you once you have received an email confirmation that your order has been received, as such items and goods may already be in production as a result of your order. Exceptions apply to large furniture or homeware items where a non-refundable charge of £30 will be applied, where a collections has been requested or a if a delivery has been refused, unless the product is faulty or does not fit the description given.

Please be aware that your right to cancel does not apply to certain goods that we sell, for example, items made to measure or customised/personalised to your order, (such as photo gifts, made to measure curtains, fabric sold by the metre and personalised goods), toiletries and cosmetics, where the seal has been broken, or pierced jewellery items. 

Additional non-returnable items:

  • Gift cards
  • Bedding/blankets where the hygiene/security seal has been broken or tampered with.
  • Some health and personal care items.
  • Any item that is returned more than 30 days after delivery
  • Items sold as ‘imperfect condition’
  • A damaged item from trying to repair it or getting someone else to do it (though you may still have the right to a repair, replacement or partial refund).
  • personalised items and custom-made items, for example curtains
  • perishable items, for example frozen food or flowers
  • newspapers and magazines
  • unwrapped CDs, DVDs and computer software
  • Only regular priced items may be refunded. Sale items cannot be refunded.
  • Giftcards, vouchers and egiftcards can not be returned or exchanged for cash.

Returns

We do not accept substitutes for returns or items where an instance of a return has not been initiated with us. If you return or attempt to return substitute or alternative items, you will still be responsible for paying for the original item purchased and we reserve the right to charge an investigation fee of no less than £30 to cover the cost of our investigating the position. We can only accept requests for returned items/ or a returned item from the buyer and not a third party. You must take reasonable care of the good and not use them and wherever possible return them in the original packaging. You must have a valid order number and proof of purchase such as a Urban Cottage Company order confirmation to proceed with a returns request. When returning faulty goods

Returned items which are not in a new or unused condition will not be refunded. This does not affect your right to return faulty items

We will not be responsible for any loss or damage to the items being returned to us during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Accepting returned goods and/or crediting an account does not constitute a waiver of our right to charge an investigation fee. For full details of your rights under the Consumer Protection Regulations, please contact your Citizens Advice Bureau or a Solicitor. Where a refund is applicable, minus any charges, the amount to be paid will be refunded back to the original method of payment used at the time of purchase.

Contact us at returns@theurbancottagecompany for questions related to refunds and returns.

Delivery

Standard delivery – 3 to 5 business days charged at £4.95.

Express – 1 to 3 business days charged £7.99.

Furniture and large items – charged at £20.00.