Activity Play Mat

How much do I pay for delivery?

We offer free standard delivery to mainland UK addresses on all orders over £100. Orders under £100 are charged at a flat rate of £4.95.

Do you ship internationally?

Yes, we deliver worldwide. For most countries, proceed to checkout as normal and shipping rates will appear after your delivery address has been entered. If your order includes furniture or a large number of items, please contact us for a tailored shipping quote.

Orders shipping outside the UK may be subject to import taxes, customs duties and fees, which are outside of our control and must be borne by the recipient of the shipment.

Where can my order be received?

It will be sent to the address you provide at checkout (home, work, etc., but not to a PO Box).

Do I need to sign for my order?

Yes, the delivery must be received in person at the delivery address, and a signature is required.

For deliveries of large items of furniture, our service provider may call you in advance to arrange the date of delivery.

When will my order arrive?

Dispatch times depend on the items in your order, and specific lead times can be found in every product description. Once dispatched, UK mainland orders will typically arrive within 2-3 working days for decor accessories and small items of furniture, and longer for larger items of furniture. Delivery times for international orders vary depending upon destination; contact us for an estimate.

If you require a product urgently, please contact our customer service team by email at customerservice@urbanavenue.co.uk or call 0330 221 0565 and, if possible, we will arrange for the item to be sent by express delivery. This may incur an additional delivery charge.

Occasionally, an item you order may become out of stock. If this happens, we will contact you with a revised dispatch date estimate, and you will have the option to continue with your purchase or cancel the order.

Customised and made to order products have longer delivery times and these are shown on the product pages, with some of the products being shipped directly from manufacturers. Please note, items from a single order may be shipped separately.

Can I track my order shipment?

Yes, in the "My Orders" section in your user account you will see the status of your order. If you are not registered, click on the "Order Information" link in the confirmation email sent to you to see the status of your order.

Is the cost of furniture delivery also included? How will large furniture items be delivered?

Furniture delivery is included to mainland UK addresses, provided that they are accessible to large vehicles/lorries. Large items of furniture will be delivered to kerbside as standard, and this can usually be upgraded to white glove delivery by prior arrangement. White glove delivery will incur a fee.

Returns

We take pride in the quality and workmanship of our products. However, we understand that from time to time you may wish to return a product to us.

How long do I have to return an item?

All returns must be received back within 30 days of the date of the shipment confirmation email. In order for this to apply, you must contact us within 14 days regarding your intention to return all or part of your order.

How do I return an item?

All returned items must be unused, in original packaging with any labels still attached, and otherwise in a saleable, new condition.

To arrange a return, send an email to customerservice@urbanavenue.co.uk within 14 days of receiving your order informing us of your intention. We will then issue a return authorisation number and advise you on further steps.

Products must be sent by a trackable method, using either Royal Mail Signed for Delivery or a courier such as Parcel Force, DHL or UPS. We strongly recommend that the goods being returned are insured for their full value, as we cannot accept responsibility for return items that are lost or damaged in transit.

If you are returning furniture, please contact our Customer Service Team to schedule a pick up through our shipping courier.

You will be responsible for paying postage costs associated with returned goods.

Can I return a custom or made to order item?

Made to order and custom items are made especially for you and are, therefore, non-returnable. Likewise, once this type of order has been received by the manufacturer it cannot be cancelled. Product descriptions will clearly state when an item is made to order, and you can always contact us if you have questions about a made to order item.

When will I receive a refund?

Once the product is received and the refund has been approved, you will receive a confirmation email indicating that the refund will be paid into your account within a few days, and the actual time taken to receive your refund also depends on your bank. The refund will be made using the same method originally used by you to pay for your order. The original delivery charges and any costs you incur in returning the product will not be refunded.

What happens if an item arrives damaged?

In the event that an item is delivered damaged, including made to order goods, you must contact us within 24 hours by email at customerservice@urbanavenue.co.uk with a full description of the issue, and photographic evidence of any and all areas of damage. You must retain the original packaging and repack the items carefully. Our courier will collect the item and upon inspection at our warehouse, a refund, repair or replacement will be arranged.

Contact - Urban Avenue - Checkout

8. Cancellation rights and exceptions

8.1 This Section 8 applies if and only if you offer to contract with us, or contract with us, as a consumer - that is, as an individual acting wholly or mainly outside your trade, business, craft or profession.

8.2 You may withdraw an offer to enter into a contract with us through our website or cancel a contract entered into with us through our website (without giving any reason for your withdrawal or cancellation) at any time within the period:

(a) beginning upon the submission of your offer; and

(b) ending at the end of 14 days after the day on which the products come into your physical possession or the physical possession of a person identified by you to take possession of them (or, if the contract is for delivery of multiple products, lots or pieces of something, 14 days after the day on which the last of those products, lots or pieces comes into your physical possession or the physical possession of a person identified by you to take possession of them).

8.3 In order to withdraw an offer to contract or cancel a contract on the basis described in this Section 8, you must inform us of your decision to withdraw or cancel (as the case may be). You may inform us by means of any clear statement setting out the decision. In the case of cancellation, you may inform us using the cancellation form that we will make available to you upon request. To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of the right to cancel before the cancellation period has expired.

8.4 If you cancel a contract on the basis described in this Section 8, you must send the products back to the return address provided. You must comply with returns procedure referred to in this Section 8 without undue delay and in any event not later than 14 days after the day on which you inform us of your decision to cancel the contract. You must pay the direct cost of returning the products.

8.4.1 Returns procedure

(a) In order to take advantage of your rights under this policy, you must contact us by email: customerservice@urbanavenue.co.uk to obtain a return authorisation number, and then send the product to the address we provide with a covering note quoting that number.

(b) Products returned under this policy must be sent by trackable method, using Royal Mail Signed for Delivery or couriers such as Parcel Force, DHL, UPS. We strongly recommend that the goods being returned are insured for their value, as we cannot accept responsibility for return items that are lost or damaged in transit. If you are returning furniture, please call our Customer Service Team at 03302210565 to schedule a pick up through our shipping currier.

(c) You will be responsible for paying postage costs associated with returns under this policy.

8.4.2 Improper returns

If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

8.5 If you cancel an order in accordance with this Section 8, you will receive a full refund of the amount you paid to us in respect of the order, excluding the costs of delivery to you; except as otherwise provided in this Section 8.

8.6 If the value of the products returned by you is diminished by any amount as a result of the handling of those products by you beyond what is necessary to establish the nature, characteristics and functioning of the products, we may recover that amount from you up to the contract price. We may recover that amount by deducting it from any refund due to you or require you to pay that amount direct to us. Handling which goes beyond the sort of handling that might reasonably be allowed in a shop will be "beyond what is necessary to establish the nature, characteristics and functioning of the products" for these purposes.

8.7 We will refund money using the same method used to make the payment, unless you have expressly agreed otherwise. In any case, you will not incur any fees as a result of the refund.

8.8 Unless we have offered to collect the products, we will process a refund due to you as a result of a cancellation on the basis described in this Section 8 within the period of 14 days after the day on which we receive the returned products or (if earlier) after the day on which you supply to us evidence of having sent the products back. If we have not sent the products to you at the time of withdrawal or cancellation or have offered to collect the products, we will process a refund due to you without undue delay and, in any case, within the period of 14 days after the day on which we are informed of the withdrawal or cancellation.

8.9 You will not have any right to cancel a contract as described in this Section 8 insofar as the contract relates to:

(a) the supply of products the price of which is dependent upon fluctuations in financial markets which we cannot control and which may occur during the cancellation period;

(b) the supply of non-prefabricated, made-to-order, bespoke or customised goods that are made on the basis of an individual choice of or decision by you, or goods that are personalised;

(c) deviation from description and specification - we have made great effort to ensure that products conform to illustrations, photographs and specifications shown on our website. We cannot, however, guarantee that they will be accurate and binding. They are intended for general depiction of the products only. We cannot accept responsibility for variations in natural and handmade materials, sizes and colour reproductions, as the colours may appear differently on electronic displays than in person. These variations are not defects and returns will not be accepted for these reasons;

(d) the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed by you.

Contact - Urban Avenue - Checkout