CONTACT US

HOW CAN WE HELP

Contact our team on any of the numbers below for any sales advice, for delivery updates, returns or warranty claims please contact us here

BEBYLUX Birmingham : 0121 714 0173

For a fast and helpful response, chat with one of our live chat support team by pressing the chat icon in the bottom right hand corner of your screen.

Opening Hours: Mon - Sat 11am - 6pm

Please note, returns can take up to 10 working days to process from the date they are received back to our returns department. If you would like to enquire about your order's delivery status, please see the delivery section on this page for more information.

Email us here or message us on one of our social channels here

We’ll respond to all emails and social contact within 24 working hours. During busy periods, emails may take up to 48 hours.

Our Customer Service opening hours are:

Mon to Sat - 11am - 6pm

ORDERS

ALL THE DETAILS YOU NEED TO KNOW

Your confirmation email will be sent to you within 24 hours of placing your order. It’s usually faster than this but we always say 24 hours to avoid disappointment. Please ensure you check your junk folder just in case the email has been filtered to there. Please also make sure the correct email address has been provided.

We will send you a dispatch email confirming your order has been shipped. Your card will then be debited for these items. Debits may take up to 10 working days to show on your account after receiving this email. If paying by Credit or Debit card, your bank may place a pending hold on these funds.

Should you have paid by Klarna, the first instalment will be debited from your account when your order, or part of your order, is dispatched.

Once you have received your confirmation email, we can’t change the details of the order (product, quantities or delivery address). Please ensure you review all your details before you complete the checkout process.

There is a very limited space of time where an order can be cancelled. You can contact us via Live Chat or at info@urbanpushchairs.com and we’ll try our best to help

Use this text to answer questions in as much detail as possible for your customers.

PAYMENT

EASY, SECURE & FLEXIBLE PAYMENT OPTIONS

All payments made to URBAN, including Klarna, will be subject to security checks from the card provider, Klarna and URBAN. This is done through a validation process with the issuing card company using comparative information supplied from the customer and the issuing card company or and Klarna depending on your method of payment. We may also contact you by email or phone to confirm some order information with you. This will be done prior to your order processing and may cause a delay in the dispatch of your order.

We’re sorry to hear this. The decline of payment from your card will be a direct instruction from the card provider. As this is the case we are unable to provide further information on why this decision has been made. We would suggest contacting your card provider regarding this. You are more than welcome to use an alternative method of payment should you wish.

We will send you a dispatch email confirming your order has been shipped. Your card will then be debited for these items. Debits may take up to 10 working days to show on your account after receiving this email. If paying by Credit or Debit card, your bank may place a pending hold on these funds.

Should you have paid by Klarna, the first instalment will be debited from your account when your order, or part of your order, is dispatched.

Absolutely, we use the latest online security software to ensure your details are safe. We also use Verify by Visa, Mastercard SecureCode and American Express SafeKey to make the shopping experience as safe as it possibly can be.

We’re really sorry to hear this, you can contact us on Live Help, Email or Social here and we’ll be happy to help.

DELIVERY

WE SHIP FROM THE UK TO YOUR DOOR, ANYWHERE IN THE WORLD

Unfortunately due to strict guidelines set by major card providers, banks and Klarna we can only deliver your order to the billing address registered to the payment card used. If you are placing an order as a gift for someone, please contact our Team and they can assist you on how to do this here

Normally we recommend expecting parents to place their orders a minimum of 12 weeks before their expected due date to ensure they have all the items they require well in advance. Given the current global pandemic and the war on Ukraine, global logistics has been severely impacted if not restricted in some parts of the world. This has caused a delay in the supply of key raw materials and components we use in the assembly of our products. Please place your order sooner rather than later to avoid missing out on the limited stock available.

We ship products all over the world. If for some reason the country you are residing in is not listed as a shipping option when you reach the final stage of your purchase, don't hesitate to contact our sales team via the contact form. Our specialist team will ensure a smooth transaction and arrange a specialist courier service to get our products to you.

UK Mainland | £25

Ireland | £85

Europe + Rest of the World | Delivery cost depends on your country

Orders shipped to certain locations will have import taxes (including duty, VAT and other Customs charges, where applicable) added to them at the point of entry to the delivery country. This isn't a price we are able to advise on or take responsibility for. Your local Tax Office will be able to offer further advice on these charges.

All orders are processed in a speedy manner and we aim to get your order to you as quickly as possible. You can choose between our two delivery options; Express and Tracked on the checkout section.

Express : 2 Working Days

Standard : 5 working Days

You can also arrange to collect your items in person from one of our stores. To arrange collection please contact our Team here

When we dispatch your order, we will send a dispatch confirmation email to let you know your order is on its way. If you have not received this email after 2 working days you can contact us on Tele phone, Email or Social and we'll be happy to help resolve this for you.

Once your order is on its way, you will receive a dispatch email with a link to track your order (UK only). You will also receive a SMS Text Message direct from the courier delivering your order to the mobile number you have supplied updating you on the status of your delivery.

RETURNS & EXCHANGES

HASSLE-FREE RETURNS & 14 DAYS MONEY BACK GUARANTEE

Unfortunately no, online orders must be sent back to our return centre. Orders that have been paid for and collected in store can be returned in store. Please ensure your returned order complies with our Return Policy before visiting store.

We would always advise using some form of tracked service. Please send your order to:

URBAN PUSHCHAIR RETURNS
47 Maylands Avenue
Hemel Hempstead
HP2 7FU
United Kingdom

Your item must be unused , unmarked and returned in its original brand new condition and undamaged packaging, in order for a refund or exchange to be processed. If this is not the case, we cannot guarantee your return will be accepted (please see returns guideline here). URBAN aren't liable for your item while it is in transit back to us. All refunds and exchanges are processed within 10 working days of receiving the item back to our Returns Department. URBAN will not be responsible for the cost of return.
Should you believe your item has a fault, please refer to the below FAQ ‘What do I do if I think my item has a fault’

Any customer purchasing goods online will have 14 days from the date of delivery to cancel their item. Customers will also have an additional 14 days from this point to return the unused / unmarked item/s back to URBAN. When returning, please note your intention to exercise your rights under the Consumer Contract Regulations.

International customers are responsible for their own returns and which service they use. We suggest using a tracked service ensuring your order is returned no later than 28 days from the date of delivery.

Orders must be returned to the following address:

URBAN PUSHCHAIRS RETURNS
Lok N Store
47 Maylands Avenue
Hemel Hempstead
HP2 7FU
UNITED KINGDOM

Once received, returns are processed up to 10-15 working days. When your return order has been processed, you’ll receive an email to confirm this. Payments can take 3-5 working days to show back to your original method of payment, however some banks may take up to 10 working days.

We’re really sorry you didn’t get a Returns Form with your item. You can download and complete this here.

We’ve made it as simple as possible to return with URBAN and further returns information can be found on this page.

We’re really sorry you’ve had any problem with your order. In order for us to determine whether there is a fault or not, we would need to assess the item. Should you be local to one of our stores, feel free to pop in with the item and valid proof of purchase. One of the store managers will be happy to assist and offer an assessment on the item. If you are unable to get to one of our stores, you’ll be able to send the item for assessment to the below address:


URBAN PUSHCHAIRS
LOK N STORE
47 Maylands Avenue
Hemel Hempstead
HP2 7FU

We recommend using a tracked service as we are not liable for any returns lost in transit. You would be required to enclose proof of purchase and a covering letter with details on why you believe there is a fault. Please also include your name, address and a daytime contact number. Assessments can take a maximum of 15 working days but are usually much faster than this. Should a fault be found, a repair / exchange will be offered and postage costs will be refunded to the equivalent value of the delivery charge for your order.

Once your item has been received back to our Returns Department and passed its return inspection, a refund or exchange will be processed up to 10 working days. During sale periods, this may take up to 15 working days. You’ll be notified by email when your refund or exchange has been processed.

We hope you love your purchase, however, if you’ve changed your mind, we’re happy to accept full price items back within 14 days. You’ll also have 14 days to return any sale item you’ve purchased for an exchange or gift card. All items must be unused, in re-sellable new condition and returned in the original packaging with valid proof of purchase. If this is not the case, we cannot guarantee your return will be accepted. Full price items will receive a refund, exchange or gift card, whichever you prefer. For sale items, we’re happy to offer a gift card or exchange. Please note car seats that have been fitted, tested or used are excluded from returns for safety reasons. Items can only be returned in the country they were originally purchased. This is in addition to and does not affect your statutory rights.