FAQ's

Frequently Asked Questions (FAQ)

Find quick answers to your questions about orders, shipping, and payments at Urban Fox.

1. Shipping & Delivery

Q: Where do you ship to? A: We currently ship exclusively within the United Kingdom.

Q: How much is the shipping fee? A: Shipping is 100% Free on all orders across the UK. There are no hidden charges or minimum spend requirements.

Q: How long will it take to receive my order? A: Our total delivery time is 6–12 business days. This consists of:

  • Handling Time: 1–3 business days (Mon-Fri).

  • Transit Time: 5–9 business days (Mon-Fri).

Q: What is the order cut-off time? A: Our daily order cut-off time is 05:00 PM (GMT). Orders placed after this time will be processed starting the next business day.

2. Payments

Q: What payment methods do you accept? A: We accept all major credit and debit cards, including Visa, Mastercard, Maestro, American Express, JCB, and Visa Electron. We also offer Cash on Delivery (COD) for your convenience.

Q: Is it safe to shop on your website? A: Yes. Our store is powered by Shopify and uses SSL encryption to ensure that your personal and payment details are always secure and protected.

3. Returns & Refunds

Q: What is your return policy? A: We have a 30-day return policy. You have 30 days after receiving your item to request a return. The item must be in its original condition and packaging.

Q: How do I request a refund? A: Please email us at support@urbanfox.online with your order number. Once we receive and inspect your returned item, your refund will be processed back to your original payment method.

4. Contact & Support

Q: Where are you located? A: We are proudly based in Bristol! Our physical office is at St Nicholas Market, 58 Corn St, Bristol BS1 2AZ, United Kingdom.

Q: How can I contact customer support? A: You can reach us via:

  • Email: support@urbanfox.online

  • Phone: +44 7881 727000

  • Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)