F.A.Q.

Frequently Asked Questions

Account Info

I am new customer. How do I order a product?
First of all, a warm welcome to our website! We are thrilled to have you with us and that you are interested in one of our products! You can order a product directly on our website. You can order as a guest or you can also open an account so we can serve you faster in the future whilst keeping you informed on promotions, competitions and new launches. Note that as we make most products to order, we will ask for the full payment upfront. We accept every major credit card and Paypal.
I am a returning customer. How do I order another product?
Just log in to your account by clicking on the “My Account” button on the top right side our main menu. Once logged in you are ready to order again!
Do I need an account to order a product?
When you order a product with us, we will ask you for your address and personal date so we can correctly send you the package. To make it as easy as possible for you to track your shipment we will automatically create an account after you confirm the payment. A password will be sent to you via email, and you can edit or even delete all information in your account as you please.
How do I open an account?
You can very easily open an account by clicking on the “My account” button on the top right side of our home page. Just indicate you are a “new user” and follow the easy steps to open an account! When you order a product, an account will be automatically created (in case you are not logged in).
Can I change my personal details?
Yes, just log in to your account and you will be able to manage your profile and all the details. Please note that as part of the product ordering process you can also select a different delivery address than the one in your account.
I can’t see my order in my order history?
Sometimes it takes some time for the system to process a new order. Note that the most important is that you receive an order confirmation email. In case you did not receive an order confirmation email or if after a while you still don’t see your order please reach out to us on orders@urbandesignfox.com

Payment and Delivery

How will the product be delivered?

We work together with an expert delivery partner, who will deliver the products to you with the greatest care.

Please see our delivery page for more information

To which countries do you ship?

We offer free shipping to the United Kingdom, Ireland, France, Belgium, Luxembourg, Netherlands, Spain, Portugal, Italy, Austria, Germany, Switzerland, Norway, Sweden, Finland, Denmark, Poland, Czech Republic, Slovakia, Hungary, Croatia, Slovenia, Romania, Bulgaria, Greece. You can easily select these countries as part of the ordering process.

However, in case you would like to ship to another country, please reach out to us on orders@urbandesignfox.com, and we will check whether we can arrange shipping and what would be the costs.

Please see our Dispatch & Delivery page for more information

Do I have to pay extra for the delivery of the ordered product?

We offer free shipping to in the United Kingdom, Ireland, France, Belgium, Luxembourg, Netherlands, Spain, Portugal, Italy, Austria, Germany, Switzerland, Norway, Sweden, Finland, Denmark, Poland, Czech Republic, Slovakia, Hungary, Croatia, Slovenia, Romania, Bulgaria, Greece.

Besides these countries we do also offer shipping to any other country in the world, yet additional shipping costs will apply. In case you are interested to receive a tailored quote please contact us via the contact form on our website or at orders@urbandesignfox.com .

Please see our Dispatch & Delivery page for more information

Can I pay with other means than credit card/Paypal (f.e. cheque).

Unfortunately we are only able to process credit cards or Paypal payments.

Can I get a VAT invoice?

This will be automatically delivered as part of your confirmation email!

Can I request a VAT refund?

If you are a private customer outside the EU we will only make a VAT repayment to you once customs documentation has been received by us, and we are satisfied that all criteria have been met. Please reach out to us on orders@urbandesignfox.com

In case you are a company within the EU you can place an order directly without VAT. Please contact us on orders@urbandesignfox.com

I hate assembling furniture, can you help?

Our products are being designed not only with focus on quality and sustainability, but also with an eye on ease of use. In case your product does require any assembly you can find an easy guide inside the packaging.

Unfortunately Urban Design Fox does not offer any standard assembly services, but in case you do prefer assembly help please reach out to us on orders@urbandesignfox.com. Our team will be happy to help look for a solution!

Do you also offer a furniture collection service?

Unfortunately we are not able to collect your old furniture. Please do note there are several second hand and charity organizations active. Perhaps you can make someone really happy with your old furniture!

Can I track my order?

Absolutely, you can follow the progress via your account. Please also see our delivery page for more information.

Returns and Refunds

How will I be refunded?

The refund will go back onto the same card you used to place the order with us, and will be paid back to you via a return transaction.

Can you process the refund via another debit/credit card or wire transfer.

No, the refund can only be done onto the same card you used to place the order with us.

How do I cancel an order?

You can cancel any order up to the moment the products are dispatched. Please contact us on orders@urbandesignfox.com and we will cancel the order for you and arrange a refund.

I would like to return a product, within 14 days of receiving it.

If you have changed your mind or the item is no longer suitable you may return the item for an exchange or a refund. In order to do so please contact us on orders@urbanfoxdesign.com.

If you need to return an item because it is faulty or as a result of something we have done wrong, we will not charge you for the return or collection costs.

If, however, you simply change your mind and wish to cancel the order after delivery, you will need to pay the return or collection costs.

Please do note that in case the products are not returned in their original conditions, charges may subtracted from the refund. Please see also see our terms and conditions.

I would like to return a product, after 14 days of receiving it.

We understand that you can always change your mind, especially when ordering online. Hence we offer our customers the opportunity to return products up to 14 days after receiving them.

However, once past this period and you still just change your mind, we are unable to accept the return.

What if the delivered product is damaged?

Our products are manufactured and processed with the greatest care. Should your order not arrive in a perfect condition please just reach out to us at orders@urbandesignfox.com. We will be very happy to help you resolve the issue!

Ordering a product

Can I ask for the furniture to be made with different dimensions or finishing?

We currently only manufacture and supply the products that are listed on our website.

However, we are constantly developing and evaluating new additions to our assortment. Please check our website regularly for the latest news!

Any other questions?

CONTACT US

 

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