FREE UK DELIVERY + RETURNS

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FAQ's

1. Ordering

Yes, all products are in stock in our London warehouse and ready for dispatch unless stated otherwise.  

If a particular size or product isn't available, you'll be given the option to enter your email address and we'll contact you when it's available again. Please note we'll only email you once for this reason. Your email won't be used for any other marketing purposes unless you specifically give us permission.

Please see our Size Guide which provides our standard sizing.

Yes. We only use the best quality fabrics and materials and are proud to support the British fashion industry with our collections being made in the UK. Only using quality factories where workers rights are protected is extremely important to us.

For more details, you can visit Our Values.

We're based in London and all orders are packed and sent from our London warehouse.

If you need to contact us in writing, our address is: 

URBAN GILT, The Stanley Building, 7 Pancras Square, London, N1C 4AG, United Kingdom

For UK orders, delivery & returns are FREE.

Outside the UK, delivery is £10.

You can find out more by visiting our Delivery policy.

We currently deliver to over 70 countries worldwide. Please see our Delivery policy to find out which countries we deliver to.

Yes, we can deliver to your work address or a friend/neighbour instead. Please note all UK orders and most international orders will require a signature, so please bear this in mind when stating your delivery address.

All orders come carefully wrapped in tissue and sent in recycled packaging.

You're able to purchase without an account, however, you'll be given the option to create one when you checkout. We recommend this as you'll be able to save your delivery address, view your past orders and save time when ordering in the future.

Simply navigate to your item of choice, and select the size you want. Click the 'ADD TO BAG' button which automatically adds the item to your shopping bag. You can see the number of items in your bag indicated by the gold bag icon at the top right of the page. Once you've added all the items you want to buy, hover over the gold bag icon.

Option 1 - Faster checkout

For faster payment, you can go directly to the checkout (skipping the bag page) using the mini-bag dropdown. Check all the items are correct, and if necessary amend any quantities. Input any order or gifting notes in the box provided and click on 'CHECKOUT' to proceed straight to the checkout. You'll be given the option to pay by debit/credit card, any accelerated checkouts you have set up (Shop Pay, Google Pay and Apple Pay) or PayPal.

Option 2 - Normal checkout

Clicking on the gold bag icon will take you to the page with your bag. Check all the items are correct, and if necessary amend any quantities and input any order or gifting notes in the box provided. Once you're happy, select your preferred payment method to checkout using either a debit/credit card, an accelerated checkout if you have one set up (Shop Pay, Google Pay and Apple Pay) or PayPal.

2. Gifting

Yes, you can choose to send the item(s) to a recipient with a custom message.

Once you've added the items you'd like to gift to your bag, hover over the gold bag icon in the top right-hand corner to use the mini-bag dropdown for faster payment, or go to your bag. Using the box provided, let us know what personal message you'd like to include. Then continue to the checkout to enter the recipient's details and purchase, and we'll take care of the rest.

If you need gifts sent to different addresses, please process these as separate orders.

Alternatively, you can purchase a gift card instead by visiting our Gift Card page.

As with any other purchase, we offer easy returns or exchange within 30 days of delivery if the recipient isn't happy with their gift for any reason. All gifts delivered within the UK are free to return or exchange. For more information, please see our Returns & Exchange policy.

We understand Christmas gifts require a longer window for return and exchange due to the nature of the festive period. Therefore we accept returns and exchanges up until 15th January 2021 on any items indicated as being bought as a gift from the 1st November 2020.

Yes, you can purchase a gift card by visiting our Gift Card page.

3. Payment

You can pay for your order using all major credit cards, debit cards and PayPal.

For a faster checkout experience, we also accept Shop Pay, Google Pay and Apple Pay letting you checkout with any previously saved address and payment information stored in these accounts.

All prices displayed are in British Pounds (GBP) and will be charged in British Pounds (GBP) at the checkout.

If you'd like to see roughly how this equates to another currency, please select from the list of popular international currencies using the currency dropdown found at the top right-hand side of the page.

Please note however that the prices shown are just estimates and may differ slightly from the actual rate charged by your selected payment method.

Yes, all prices shown are inclusive of UK VAT.

Once you've added all the items you want to buy, hover over the gold bag icon at the top right of the page.

Option 1 - faster checkout

For faster payment, you can go directly to the checkout (skipping the bag page) using the mini-bag dropdown under the gold bag icon. Click on 'CHECKOUT' to proceed straight to the checkout where you'll be given the option to pay by debit/credit card.

Option 2 - normal checkout

Clicking on the gold bag icon will take you to the page with your bag. Click on the ‘PAY BY CARD’ button to the checkout where you'll be given the option to pay by debit/credit card.

Accelerated checkouts such as Shop Pay, Google Pay and Apple Pay let you checkout faster by using saved information in your accounts. 

Once you've added all the items you want to buy, hover over the gold bag icon at the top right of the page.

Option 1 - faster checkout

For faster payment, you can go directly to the checkout (skipping the bag page) using the mini-bag dropdown under the gold bag icon. Click on 'CHECKOUT' to proceed straight to the checkout where you'll be given the option with any relevant accelerated methods.

Option 2 - normal checkout

Clicking on the gold bag icon will take you to the page with your bag. Click on an accelerated payment button and follow the on-screen prompts to authenticate.

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Shop Pay - If you’ve already opted in to Shop Pay on any Shopify store, your details will automatically populate when you reach checkout.

Google Pay- If you checkout using a supported browser, you’ll see a button with the Google Pay logo. If you have the Google Pay app installed, then tap the button to see your billing and delivery information. To finalise the purchase, simply follow the on-screen prompts to authenticate.

Apple Pay - If you checkout using Safari on iOS 10 or macOS Sierra, you'll see a button with the Apple Pay logo. To pay using Apple Pay, click the button to see your billing & delivery information and order summary. To finalise the purchase, simply follow the on-screen prompts to authenticate.

Once you've added all the items you want to buy, hover over the gold bag icon at the top right of the page.

Option 1 - faster checkout

For faster payment, you can go directly to the checkout (skipping the bag page) using the mini-bag dropdown under the gold bag icon. Click on 'CHECKOUT' to proceed straight to the checkout where you'll be given the option to pay by PayPal. Click on the 'PayPal' button to log into your PayPal account and authorise the payment.

Option 2 - normal checkout

Clicking on the gold bag icon will take you to the page with your bag. Click on the 'PayPal' button to log into your PayPal account and authorise the payment.

Once you've ordered, you'll be directed to an order confirmation page containing your order number. You'll also receive a confirmation email with the items you've purchased, your order total and the billing and delivery address.

Please double-check everything is correct and contact us as soon as possible if anything's wrong. Once our warehouse team have processed your order, you'll receive a second email to let you know your order has been dispatched and to provide you with a tracking number.

We try our best to process and dispatch orders as quickly as possible, therefore any changes will need to be on a case by case basis depending on whether the order has been processed.

In any case, please contact us as soon as possible to request a change, and we'll do our best to accommodate you.

Yes, however, please let us know as quickly as possible. As long as the order hasn’t been dispatched, we’ll stop the order and refund you. If the order has already been dispatched, please accept the item and then return it via the Returns & Exchange policy.

4. Delivery

For UK orders, items will be delivered via DPD within 2 business days (Monday - Friday) from the time of order.

For international orders, we have different delivery times depending on how far the parcel has to go. You can find our estimated delivery times in our Delivery policy.

Yes, all UK orders and most international orders will require a signature.

If you anticipate not being available to sign for your order, you can have us deliver to your work address or a friend/neighbour instead.

For more information, please see our Delivery policy.

For UK orders, DPD will be in touch to rearrange delivery for the next working day.

For international orders, the courier will leave a card telling you how to re-arrange the delivery or where to collect your order from.

You can check the progress of your order using the tracking link sent to you via email once your item has been dispatched.

You can find out more about our delivery timeframes in our Delivery policy however if your delivery is more than 4 days overdue please contact us.

At present we don't offer this service.

5. Returns

We offer FREE Collect+ returns on all UK orders within 30 days of receiving your order.

To process a return, please click here.

For further details and conditions, please see our Returns & Exchange policy.

We accept returns within 30 days of delivery if you aren’t happy with your purchase for any reason.

For further details on how to return the item, please see our Returns & Exchange policy.

If you live in the UK, FREE Collect+ returns are included.

To process a return, please click here.

Once the return has been requested, you’ll receive a Collect+ label sent to your email.

We take every precaution to ensure this doesn't happen, however in the event you do receive the wrong item, please return it using the usual methods outlined in our Returns & Exchange policy. We'll either send you the correct item in return or provide a full refund.

We take every precaution to ensure this doesn't happen, however in the event you do receive a faulty item, please return it using the usual methods outlined in our Returns & Exchange policy. We'll either send you a replacement item in return or provide a full refund.

As long as the items are returned unused and in their original packaging (including tags) within the relevant time frame stated below, we’ll endeavour to refund your account as soon as the parcel arrives back with us. When the return is processed you'll receive an email confirming your refund.

Please note it can take up to 7 working days from receipt of the email for your bank account to be credited.

If you don't receive an email notification from us within 14 days of returning the item, please contact us with the proof of postage and we will resolve this for you.

6. Exchanges

Yes, we want you to be happy with your purchase so an exchange can be made for a different size of the same product, subject to stock availability.

If you need to exchange an item for a different size, we’ve made this process as easy as possible. Please see our Returns & Exchange policy.

If you live in the UK, you're eligible for a FREE exchange which also includes free postage back to you with the new size. Please note however that you'll need to cover the cost of returning the exchanged item if it's still not correct.

If you live outside of the UK, you're still eligible for an exchange however you'll need to cover the cost of sending the item back to us so we can exchange it. We'll then send you the new size free of charge.

7. Privacy & Security

We are 100% committed to protecting the privacy & security of our customers & website visitors.

Please read our Privacy Policy to understand how we use your details and keep them secure.

Please click on the 'Unsubscribe' link at the bottom of any email you've received from us to unsubscribe.

Alternatively, please contact us and we'll be happy to do this for you.