An item seems to be missing from my order
Your order might have been sent out in separate parcels. The delivery note in the parcel you received should tell you if you can expect the rest of the order to arrive separately.
If an item is still missing, please contact us within 48 hours of receiving your order and tell our customer service team your order number and the name of the missing item. We will resolve this issue for you as quickly as possible.
One of the items I received is faulty, what do I do?
Goods that are received with defects:
If you receive an item that is damaged or defective upon first inspection, please contact us within 48 hours of receipt by emailing email@example.com.
- Your order number
- The name of the faulty item
- A description of the defect
- A photo of the defect
We'll get back to you as soon as we can!
Goods that fail within their warranty period:
All goods supplied by Urban Rider are from official sources and are covered by the normal manufacturers warranty. If an item has failed prematurely please follow our returns procedure, click here, giving us details of the product and fault. Certain products need to be returned to our suppliers, for inspection and possible repair, before a credit can be issued. Please return the item to us via a recorded delivery service.
Who pays for return postage on faulty goods?
Where an item is deemed to have been sent out by Urban Rider in a defective condition or the defect has ocurred as a result of the courriers used to deliver the goods, Urban Rider will cover all postage costs and arrange both the collection of the faulty goods and replacement.
Where an item has failed within its period of warranty and according to the Consumer Rights Act of 2015, we ask customers to arrange return of the goods to us. The customer will have to cover the returns postage cost, Urban Rider will cover the cost of sending out a replacement if applicable.
How long does it take to repair or replace an item covered under warranty?
This will vary from one item to another depending upon the nature of the problem. When we receive email notification of the fault we will provide an estimate of the turnaround time.
Can I amend my order after it was placed?
Should you wish to change some details of your order (address details, email address, product details,...) you can do so, until we've dispatched your order. The easiest way to do this is to give us a call on +44 (0)207 736 3811.
Have your order number at the ready so we can act as quickly as possible.
Don't wait too long though, we tend to pack our orders rather quickly and once it's packed and shipped, no amends can be made!
I have received an incorrect item, what do I do?
If your order contained one or more incorrect items, please contact us and we'll sort out the issue as quickly as we can. Please include your order number and the name of the incorrect item.