At urban colours our aim is to provide excellent customer satisfaction; therefore we have set out our terms below to help on those rare occasions when things don’t quite go to plan. If you have any questions regarding the terms of the Refund & cancellation Policy, we’re happy to discuss matters via email on . You can also give us a call on
The terms and conditions noted below explain our policy on refunds and cancellations for urban colours.
What happens if I want to cancel my order?
To create the best experience, we begin preparing your order as soon as your order is confirmed. Therefore, cancellations are only possible when it has been agreed that we are able to so, either verbally or by email.
What happens if something is missing?
If you have received your order and something is missing, we sincerely apologise and will prioritise the correction immediately. Where possible we offer immediate replacements or alternatively, you can request a refund or cancellation when we are not able to rectify the situation.
We’re sorry if you have received items that are different from your order. To ensure that we can rectify the matter, please contact us as soon as possible and within 24 hours.
Should we not be able to rectify the situation
• For credit card payments, you will be refunded within two working days
• For debit card payments you will be refunded within two working days
• For payments made via bank transfer you will be refunded within two working days
What happens if my order arrives damaged?
We sincerely apologise if your item has been received in a damaged condition. We like to resolve matters quickly, as we know how disheartening this can be. To help us resolve the matter, we ask that you check all items on receipt and contact us as soon as possible and within 24 hours via email or telephone stating your order details along with relevant images. Our Returns Policy for faulty items upholds your statutory rights.
What happens if my order is delayed or lost in transit?
We take every care to ensure that your order is shipped and received as per your request. We also take great care to ensure that our delivery provider meets our high level of expectations. However, on very rare occasions items can be delayed or lost in transit. We understand that this can be frustrating, therefore when your item is delayed due to an issue that we are experiencing, we aim to contact you within 2 hours If you are concerned about the status of your order, please contact us via email on . You can also give us a call on
What happens if I am not satisfied?
We take great care to ensure that your order reach you in excellent condition. We also pride ourselves on creating high quality produce. A refund or replacement item is always offered when the produce is not up to the standard we you to receive. If you feel like we have fallen short of our promises, we ask that you contact us on . and we shall ensure we make every effort to rectify the situation.
What are my statutory rights?
Our Cancellation and Returns Policy does not affect your statutory rights. For more information on your UK statutory rights, please visit direct.gov.uk or contact the Government funded consumer advice service Consumer Direct on 08454 040 506.
How do I return an Item?
Returns are processed via our customer service team. Therefore, please drop us an email on . You can also give us a call on .