We’re always happy to answer your questions and help in any way we can. To make things as easy as possible for you, we’ve put together questions that customers often ask us. So take a look at the questions below and there’s a good chance we have the information you’re looking for. If you still need help, then give our friendly Customer Service Team a call on 0116-296-3802
Where in the UK are you located, and do you operate a furniture showroom?
We're based in Leicestershire, United Kingdom. If you'd like to visit our showroom, please feel free to get in touch with us at 0116-296-3802 or via email at hello@urbandeco.co.uk for directions.
What is the size of your showroom, and is everything that is listed on your website on display?
Our Leicester showroom spans an impressive 30,000 sq. ft. While it's one of the largest furniture stores around, we can't possibly showcase everything in-store. That's why we have an extensive selection available on our online furniture website. Rest assured; we proudly boast the largest furniture showroom in Leicester. If you're planning a visit to view a specific product, we recommend giving us a call beforehand to inquire about its availability for display. While we strive to accommodate as many products as possible, we can't guarantee that your desired item will be on display. We'd hate for you to make a wasted trip, so please reach out to us beforehand.
How can one buy a product from Urban Deco?
We provide three convenient options for placing your order for your favourite product:
- (a) Online Ordering
- (b) In-Store Ordering
- (c) Phone Ordering
We accept a wide range of payment methods, including: - (a) Credit or Debit Card Payments
- (b) Bank Transfers
- (c) Cheques or Bank Orders
- (d) Deposits with the remaining balance due before delivery
Is it secure to provide my credit/debit information?
At Urban Deco, we prioritize security, safeguarding all credit and debit card details within a safe and secure environment. Your transactions are processed through a secure merchant account with Lloyds TSB. Upon receiving payment, we promptly provide written confirmation via email or post for your peace of mind.
Can you explain the steps required for placing my order?
- (a) Upon purchasing furniture online or in-store, you'll receive an email confirming your order details, including product information, price, and estimated delivery time.
- (b) Our Accounts team will verify your payment and pass your order to our admin department, typically within 3 to 4 working days. If there are payment issues, we may request additional documents for security, but this won't affect your rights.
- (c) Our admin team will check stock availability and allocate your product under your invoice number. If the item isn't available, we'll promptly notify you and provide the earliest possible availability.
- (d) Once your product is allocated, our delivery team will receive your invoice and contact you to schedule delivery. If we're unable to reach you, we'll send an email asking you to get in touch to arrange delivery.
Will there be any delivery charges?
At Urban Deco, we're committed to providing exceptional value to our customers. That's why every item you purchase is delivered right to your door for free, except for Scotland, Ireland, and remote postcodes.
In addition to our complimentary delivery service, we offer optional paid services that you can select during checkout:
(a) Two-man delivery: For just £19.99 per order, our team will deliver your items to the room of your choice, ensuring a hassle-free experience.
(b) White Glove delivery: Elevate your delivery experience with our White Glove service, available for 25% of your cart value. This premium service includes delivery to your preferred room, unwrapping, assembly on-site, and disposal of packaging materials. Please note that White Glove delivery is exclusive to England and Wales.
For deliveries to Northern Ireland and the Republic of Ireland, a separate delivery fee of £79.99 applies.
At Urban Deco, we're dedicated to providing convenient and tailored delivery options to enhance your shopping experience.
How can I return a product if I'm not satisfied with my purchase?
If you're dissatisfied with your purchase and want to return an item bought from Urban Deco, simply email us at customerservice@urbandeco.co.uk to initiate the cancellation process. While not required, providing a reason for cancellation would be appreciated as it helps us enhance our service. Please be aware that you'll be responsible for the return shipping costs, which amount to £60. Additionally, it's important to return the cancelled item in its original or suitable packaging.
How long will it take for the delivery of my order?
The delivery time may differ for each product. Please check the indicated delivery time for each item in your cart. If your cart contains products with varying delivery times, we'll combine them for one delivery, and the entire order will be delivered together. In this scenario, the product with the longest delivery time will determine when the entire order is delivered. However, if you prefer to receive deliveries as each item becomes available, you can opt for this option by paying an additional handling fee of £25.
If you've ordered a single item, it will be delivered according to the specifications listed for that product. For items designated as Next Day Delivery or Express Delivery, you can expect to receive your product within 48 hours from the time of your order. Orders must be placed by 1 pm for this expedited delivery option. Any orders placed after 1 pm will be processed the following day.
Products eligible for Next Day Delivery or Express Delivery are not applicable for weekend or bank holiday delivery. If you require urgent delivery on these days, please contact us, and we'll endeavour to accommodate your request. Additional charges may apply based on your specific requirements.
If the ordered product is out of stock so we will contact you and will make you aware of the delay in delivery time.
Will you give me a call before you arrive to deliver my order?
At Urban Deco, we empathize with our customers and recognize the inconvenience of waiting all day for furniture delivery. To address this, we offer a convenient 2-hour delivery window before arrival at your address. Additionally, for select brands, we provide the driver's contact number, empowering you to coordinate directly for a smoother delivery experience.
Please note, that while we strive for efficiency, we cannot guarantee a fixed time for next-day or express delivery items. Deliveries for these items will occur between 8 am and 4 pm on the scheduled day.
What occurs if there's an incorrect, damaged, or incomplete delivery?
At Urban Deco, we strive to ensure that the products you've ordered arrive in pristine condition. However, we understand that occasionally issues may arise. In such cases, we are committed to promptly addressing and resolving any problems that may occur. Below, you'll find our process for handling after-sales issues should they arise.
(a) Incorrect Product Delivery
If you find yourself with a delivery of the wrong item, kindly refrain from accepting it and return it to the driver.
In the event you discover the error after the driver's departure, please remain calm. Simply send us an email at hello@urbandeco.co.uk, including your order number and the specifics of the mistakenly delivered product. Upon receiving your complaint, we promptly spring into action to rectify the issue. Rest assured, we prioritize swiftly locating the correct item and scheduling its delivery to you. Though this process may require some time, our dedicated customer service team ensures you're kept informed at every step of the way.
(b) Damaged Product Deliveries
When your ordered products are delivered, they may arrive via our vehicles or through couriers. In some instances, there is a possibility of transit damage or manufacturing defects. We strongly advise customers to inspect the items upon delivery. If any damages or defects are discovered, please refuse the delivery and note the damage when signing the proof of delivery (POD). If the issue is identified after the driver has departed, kindly capture images of the damage/defects and email them to us at hello@urbandeco.co.uk. Our dedicated customer service team will promptly respond within 1 working day to address and resolve the matter.
(c) Incomplete Deliveries Notice:
Our furniture items often arrive in packed boxes, and flat-pack items may consist of multiple boxes. If you find that a box or part is missing from your order, please reach out to us via email at hello@urbandeco.co.uk or call us at 0116-296-3802. Provide detailed information about the missing articles, and our customer service team will promptly arrange for their delivery to you.
What is your policy regarding refunds and returns?
Here are the primary reasons customers might request a refund or return an item:
- Change of preference
- Delayed delivery
- Item Unavailable
- Unsuitability of the item
- Dissatisfaction with product quality
- Dissatisfaction with service
- Item unavailability
Urban Deco upholds ethical trading practices, ensuring customer funds are never withheld unfairly and returns are accepted appropriately. We prioritize customer peace of mind and fully support their statutory rights without any restrictions.
- To cancel your order before delivery, simply send an email to hello@urbandeco.co.uk. No explanation is necessary. Upon receiving your request, we will proceed to cancel your order.
- Should you wish to cancel your order after the item is in stock and prepared for delivery, kindly email us at hello@urbandeco.co.uk. No reasons are required for cancellation. Upon receipt of your request, we will initiate the cancellation process. Please note that your funds will be refunded within 7 to 30 days.
Kindly take note of the following:
- Items should be returned in their original or suitable packaging. We reserve the right to decline cancellation of pick-up if items are not properly packed.
- A pick-up fee of £60 will apply, deducted from the amount paid for the goods.
- No pick-up fee will be charged if you are returning the goods due to damage, wrong, or incomplete delivery.
Have you discovered the same product elsewhere at a lower price than what's offered on our website?
At Urban Deco, we prioritize offering our products at the most competitive prices without resorting to mere claims of being "cheap" or "lowest." Our focus is on delivering exceptional service that speaks for itself. Nonetheless, we always strive to ensure our prices are fair and provide excellent value for your money. In the rare instance that you discover a product we sell at a lower price on a competitor's website, we're committed to matching or beating that price, ensuring you always receive the best deal possible.
What steps should I take if I have concerns or grievances?
If any aspect of our service doesn't meet your expectations, please reach out to us at hello@urbandecoonline.co.uk. We're committed to addressing any quality concerns promptly.
How would you describe your experience with our service quality and company?
At Urban Deco, we're committed to enhancing our service daily, and your feedback is invaluable in this journey. We encourage you to share your experience by writing a review through Trustpilot, the UK's premier third-party review platform.
Following your purchase, expect an email from Urban Deco inviting you to leave your feedback.
Typically, you'll receive the Trustpilot Feedback Request email within 7-14 days post-delivery.
After your purchase, you'll have the chance to rate our Customer Feedback Score (Urban Deco) for both Services and Products. You can choose from options like "Excellent," "Good," "Poor," or "Bad." Additionally, Trustpilot offers a "Comment Box" where you're welcome to share more details that can benefit other users and our Customer Feedback Score (Urban Deco) system. If our service and/or product met or surpassed your expectations, feel free to praise us in your comments. If not, please let us know the areas where we fell short and why, so we can use your feedback to improve.
0% APR from V12 Retail Finance is eligible on purchases exceeding £670, with a repayment window of up to 12 months.
Ease your payments with V12 Retail Finance. Enjoy the convenience of making fixed monthly payments over a specified period, ensuring clarity and control. Subject to approval. *Minimum purchase required.
Declined Credit Applications
You'll get an email notification from our credit partner, V12 Retail Finance, if your credit application is declined. It will include details on how to challenge the decision if you wish.
Quality For Credit You Must Be:
- Age requirement: Must be at least 18 years old.
- Residency: Must have been a resident of the UK for three years or more.
- Repayment method: Should be able to make repayments through direct debit.
- Employment status: Must be in regular employment, with a minimum of 16 hours per week, including self-employment. Alternatively, can be in permanent residence with a spouse/partner who is in regular employment.
You can borrow as much as £15,000, and the lowest-priced item eligible for credit starts at £670.
Is it necessary to make a deposit?
Certainly! Upon acceptance, a deposit of at least 25% must be paid.
How are the payments made every month?
Your monthly payments will be automatically deducted from your personal bank account via direct debit. Usually, the initial payment is scheduled for one month after the delivery date, with subsequent payments occurring monthly on the same day throughout the term.
Can you provide information regarding our lenders?
Our finance options are based on your current financial status. Occasionally, we may adjust the terms of our finance offers as needed. To qualify for finance, you must be at least 18 years old, have steady employment, and have lived in the UK for over 3 years. Additional criteria may apply, and approval of your application is not guaranteed. We retain the right to suspend finance options for specific products at our discretion. Our finance services are facilitated by our external partner, V12 Retail Finance. If your application is approved, you will enter into a Credit Agreement with V12 Retail Finance.
How much time does the online application process usually take?
Completing our online application form is quick and straightforward. After submission, your application will be promptly forwarded to the finance company for processing. While most applications receive a swift response, some may require additional time. If an instant decision isn't possible, you'll be informed on-screen during the application and via email, with a follow-up email once a decision is reached.
Will the finance company conduct a credit assessment?
Certainly. A credit check constitutes a component of the automated decision-making procedure.
Is it possible for me to settle my agreement ahead of schedule?
Absolutely. You're entitled to settle either the entire amount or a portion of the credit before its due date. For further information, please reach out to V12 Retail Finance via phone, email, or letter using the following contact details:
V12 Retail Finance Limited
25-26 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ
Phone: 029 2046 8900
Email: customerservices@v12finance.com
Is it possible for me to terminate my credit agreement if I have a change of heart?
You are entitled, according to section 66A of the Consumer Credit Act 1974, to cancel the agreement within 14 days, starting from the day after the agreement is made or from the date when we inform you that the agreement has been signed, whichever is later. If you decide to withdraw, you must notify the finance company in writing, by telephone, or via email. The contact information for your finance company will be clearly stated in your credit agreement (refer to the details below). Please be aware that upon withdrawing, you are required to repay the entire credit amount promptly and no later than 30 days after notifying the withdrawal.
How can I inquire about the credit agreement?
If you need clarification, additional details, or assistance understanding the credit agreement, feel free to reach out to V12 Retail Finance at 029 2046 8900. Alternatively, seek guidance from independent organizations like the Citizen Advice Bureau or the Money Advice Service.
V12 Retail Finance Limited is registered in England and Wales under number 4585692. It is authorized and regulated by the Financial Conduct Authority with registration number 679653. You can find their office at 25-26 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ.
What is the best way I can contact you?
Contacting Urban Deco is very easy and accessible for customers.
For any assistance, please give us a call on 0116-296-3802
Telesales Timing
Monday - Saturday
08:30 am - 6:00 pm
Sunday: Closed
Bank Holidays
10:00 am - 4:00 pm
Or you can email us at hello@urbandeco.co.uk
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