Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, where the product is eligible for return.

To be eligible for a return, the item must be unused, in the same condition as received, and in its original packaging where applicable. You will also need your order number or proof of purchase.

To start a return, please contact us at support@urbanstyle.shop. Items returned without contacting us first may not be accepted.

Terms and Conditions of Returns

Bed frames are subject to a £150 return collection charge. Ottoman beds are subject to a £180 return collection charge. These charges cover the cost of collection and are non-refundable where applicable.

Assembly charges are non-refundable once the assembly service has been provided or arranged. Packaging is not removed as part of the assembly service and is the customer's responsibility to dispose of.

  • Faulty products will be assessed, and where appropriate, the relevant part may be replaced.
  • Damage during delivery must be reported within 24 hours of delivery, with photographs where possible. We will arrange an appropriate replacement or remedy.
  • Assembly issues do not automatically qualify an order for return. Where applicable, additional assembly assistance may be available at a charge.
  • Beds with headboards measuring 45 inches or more are non-returnable for change-of-mind returns. Customers should check doorways, stairways, hallways, and other access points before ordering.
  • Bespoke-size and customised beds are non-returnable for change-of-mind returns, as they are made specifically to customer requirements.
  • Ambassador beds are non-returnable for change-of-mind returns.
  • Accessories such as pouffes and ottoman boxes may be subject to a 50% return charge.
  • Opened mattresses cannot be returned for hygiene reasons.

These exclusions do not affect your statutory rights where a product is faulty, damaged, incorrectly supplied, or otherwise does not conform to the contract.

Damages and Issues

Please inspect your order upon delivery and contact us at support@urbanstyle.shop within 24 hours if your item arrives damaged, defective, incomplete, or incorrect. Please provide photographs so we can assess the issue and arrange an appropriate solution.

Exchanges

If you would like to exchange an eligible product, please contact us first. Depending on the product and whether production has started, an exchange may be possible. Additional collection, delivery, or product charges may apply.

Refunds

Once your approved return has been collected or received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will normally be issued to your original payment method within 5 business days. Please allow additional time for your bank or payment provider to process the refund.

If you have not received your approved refund after 10 business days, please contact us at support@urbanstyle.shop.