Delivery
Speedy Orders
Any items ordered before 3pm on Royal Mail delivery will be despatched same day, Monday to Friday.
Delivery can be selected at checkout from the drop-down menu, choose from:
Royal Mail Parcels - UK only £2.50
Delivery charges to mainland UK addresses on orders for products placed before 3pm, all items are sent tracked.
Royal Mail standard postage £2.50 per order with no limit on number of items, for urgent orders please book express or courier service, stock items are dispatched same weekday.
Royal Mail Parcels Express - UK only £5.25
Delivery charges to mainland UK addresses on orders for products placed before 3pm:
Royal Mail express postage £5.25 per order with no limit on number of items, stock items are dispatched same weekday on tracked service.
Courier Service - UK standard mainland addresses £9.85 Mon to Fri (currently unavailable).
Delivery charges to standard mainland UK addresses on orders for products placed before 2pm (excludes weekend delivery)
Highland & Islands courier service is not available to post codes: AB31 to 38, AB40 to 56, IV, KW1 to 17, PA21 to 78, PH4 to PH50, HS, KA27 & 28.
Our secure couriers are not authorised to leave goods unsigned, should the courier arrive and fail to obtain a signature they will leave a card with instructions to re book. Once a card has been left the courier company hold goods for 7 days before returning to sender. The courier company will have completed the obligation to deliver. Goods damaged on delivery should be either signed "damaged" with the courier or notified to Urban Industry Ltd within 3 days of delivery. Late claims for damages are rejected by our courier service, under their damages policy the customer must provide proof of damage as soon as possible. Courier delivery booked after 2pm Thursday will be delivered on Monday.
International Delivery (excluding Spain and Italy).
Hot water bottle products to international countries can be ordered online, please select country from drop down menu when booking.
Royal Mail Postal service is £16.75 with postal limit of 1999gm per bag per order - max 2kg per order.
Postal rates per order are:
0gm to 1999gm £16.75 - ships in 1 parcel - 1 order
2kg to 3999gm £33.50 - ships in 2 parcels - 2 orders
4kg to 5999gm £50.25 - ships in 3 parcels - 3 orders
2kg maximum per international order/parcel, if over 2kg please start a new order once 2kg limit is reached.
Once 2kg limit is reached, go to checkout, proceed to payment and complete order, if more items are required start a new fresh order.
Custom duty/taxes, there may be additional custom's due on arrival, please check with local custom office for country chosen if there will be local charges.
For delivery to Spain or Italy please use the services of an independent forwarding agent.
Returns
Unwanted unused items in original packaging with all swing tags can be returned within 30 days. A refund will be applied to card used at time of purchase and will be fully refunded within 14 days from the date goods are received. Please send tracked and keep a record, please note customers own returns are not covered by our lost parcel insurance. Delivery cost at standard rate is fully refunded, premium delivery optional upgrades are non refundable. We are unable to accept returns for unwanted items after the 30 day returns period. Items returned after 30 days deadline will be held pending collection or re-delivery using special delivery service, please ask for a quote. For hygiene reasons the warehouse cannot accept or are able to store used items.
To return unwanted items please send to:
Urban Industry Limited
Love Hot Water Bottles
c/o ACI Express (UK) Ltd
Unit 5, Ignition Park
SWINDON
SN3 5JB
Goods delivered damaged, faulty or an error on our part can be returned for a full refund or exchange within 30 days of delivery.
Email a picture of the item to open a return case.
Unsuccessful deliveries returned by courier or Royal Mail will be held pending contact with customer.
Please ensure correct and full delivery details are given, we are unable to progress a claim for wrong delivery if address given is incorrect.
Unclaimed goods are donated to local charities after 6 months.
Goods returned by delivery partners due to error given in address or parcel carded and not collected are subject to either a redelivery charge or refund of goods only.
