Delivery Information

GENERAL

Urban Alpha currently despatches to the United Kingdom (UK) excluding PO Box and BFPO addresses, as well as selected areas throughout Europe and the Rest of the World. Orders placed from isolated or ‘hard to reach’ destinations may require additional time for delivery. All times mentioned below refer to London GMT.

All orders will be despatched via the Royal Mail.

DELIVERY

Orders will be processed upon receipt of payment, and are usually despatched within 24 hours. Delivery estimates are approximate.

All orders that are placed before 4:00pm on a weekday (Monday to Friday) will be despatched the same day. Orders placed after 4:00pm on a Friday an on Saturdays and Sundays will be despatched the following Monday.

If you wish to have your order delivered to an area where Royal Mail does not always ship (within the UK), we cannot guarantee that the order will arrive and therefore we do not recommend shipping to that location. If you choose to select such a delivery address and it does not arrive, we will not refund or replace the order. If you are unsure whether Royal Mail ships to an address, it is recommended that you visit www.royalmail.com for clarification.

Click here to view the locations to which Urban Alpha currently delivers.

DELIVERY OPTIONS, ESTIMATES AND CHARGES

UK orders exceeding £30 in value will qualify for FREE Standard Delivery. For Next Day Delivery, orders must be placed before 4:00pm Monday to Thursday.

Depending on the selected delivery option and order quantity, your order may require a signature. If you are not available to sign for your delivery, it will be taken back to your local depot for collection. You will be left a note with instructions on how to either collect your order or arrange re-delivery.

Orders to Alderney using the Standard Delivery option may arrive the next working day by 5:30pm. Orders to Herm and Sark using the Standard Delivery option may arrive in two working days by 5:30pm.

Orders dispatched to areas outside Europe, Jersey, Guernsey, Alderney, Herm and Sark require a customs declaration and therefore may be subject to an official search by customs agents. Orders will require a signature. 

All delivery timescales exclude bank holidays and public holidays. The period stated within which you will receive your order is approximate. Only Next Day Delivery has a guaranteed delivery timescale, however it cannot be guaranteed during any industrial action or adverse weather conditions.

ORDER TRACKING

Some delivery options include an option to track the progress your order from despatch to delivery. To track your order, please visit www.royalmail.com/trackandtrace and enter the tracking code included in your despatch confirmation email.

-          Next Day Delivery

When your parcel is delivered, a signature will be required to confirm receipt. The Royal Mail tracking system will then be updated with the details of the delivery time and delivery date. Within 72 hours of delivery, an electronic image of the signature received on delivery will become available.

LOST PARCELS

Parcels will be considered ‘lost’ after they have been in transit for more than 15 working days (Monday – Friday) after the due date, 12 working days if Special Delivery 1pm guaranteed service is used. For example, if the estimated delivery time is 1-3 days, then the parcel would be considered lost after 15 days from the 3rd day, making it 18 working days. Please notify us by email as soon as you are concerned that your shipment might be missing via customerservices@urbanalpha.co.uk with the subject heading ‘LOST PARCEL’.

Please include the following details:

• Your order number
• The product code(s)
• Your name, billing address and a contact telephone number
• The date you placed the order
• Any other relevant information

ITEM MISSING FROM ORDER 

In some instances your items may not be combined into the same parcel, due to packaging dimensions, availability and other factors. Please check your despatch confirmation emails to see if any items will be arriving separately, and allow the time indicated by the delivery estimate to elapse before notifying us by email via customerservices@urbanalpha.co.uk with the subject heading ‘ITEM MISSING’.

Please include the following details:

• Your order number
• The product code(s)
• Your name, billing address and a contact telephone number
• The date you placed the order
• Any other relevant information

VAT

Shipments within the UK are subject to Value Added Tax (VAT) charged at a rate of 20%. This rate is subject to change in line with adjustments made by HM Revenue & Customs.

Customers are responsible to pay import taxes/duties at the time of delivery, based on your countries import laws.

FURTHER INFORMATION

If you would like any further information, please contact the Urban Alpha customer services department by calling 01625 876374 or emailing customerservices@urbanalpha.co.uk.

Our customer services postal address is:

Customer Services
Urban Alpha Ltd
3 Curzon Road
Poynton
Stockport, Cheshire
SK12 1YE

Version Number 1.1 
Effective Date: 19^th May 2012