# Support Center (UBX)

> Public Help Center articles for Support Center (UBX).

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

Each linked article is the Markdown representation of the public Help Center article URL with `.md` appended.

## Articles

- [How can I place an order?](https://help.urbaboxx.co.uk/en-GB/how-can-i-place-an-order-398974.md): Navigate our secure website, or use the 'Search' box to look for products. Once you have found the right product for you, simply add it to your basket and go to our secure checkout pages. The process steps are easy to follow and simply marked.
- [How can I check my order status?](https://help.urbaboxx.co.uk/en-GB/how-can-i-check-my-order-status-398972.md): You can view your order status by logging into your account on our website. Or you can track your order status via the dispatch email you will receive once we have dispatched your order. Depending upon which courier is used, you may also get an email
- [How can I track my order?](https://help.urbaboxx.co.uk/en-GB/how-can-i-track-my-order-398973.md): We send you full tracking details once your order has left us. You can check the progress of your delivery and we will keep you also informed. If you have a tracking enquiry, you can speak to Customer Service via chat, or over the phone or email. We
- [Where can I find my order confirmation?](https://help.urbaboxx.co.uk/en-GB/where-can-i-find-my-order-confirmation-398975.md): You will receive an order confirmation after placing an order through our website. If you can't find it, please check your 'spam' or 'offers' / 'promotions' folders. If you have checked and believe that you have not received an order confirmation, pl
- [Do I need an account to buy online?](https://help.urbaboxx.co.uk/en-GB/do-i-need-an-account-to-buy-online-398976.md): You will need to make an account, which you can simply do through the checkout process. Creating an account allows you to enter and edit your address book with your billing and delivery addresses, view your order history and keep track of any orders
- [Can I edit or change my order?](https://help.urbaboxx.co.uk/en-GB/can-i-edit-or-change-my-order-399001.md): If your order has not yet been shipped, we may be able to edit or change it. Contact Us to enquire about editing or changing your order. If you are not sure whether your order has been shipped yet, please get in contact still and we'll be able to inv
- [I want to change the shipping address.](https://help.urbaboxx.co.uk/en-GB/i-want-to-change-the-shipping-address-399002.md): Changing the delivery location may be possible or not, depending on the status of your delivery. Please Contact Us as soon as possible if you require a change to your delivery date or location and we will check with our couriers if this is possible.
- [Can I cancel my order?](https://help.urbaboxx.co.uk/en-GB/can-i-cancel-my-order-399000.md): If your order has not yet been shipped, we may be able to cancel it. Contact our customer service team, quoting your order number to enquire about cancelling your order. If your order has already been shipped or if you are unsure whether it has been
- [Do you offer a warranty or satisfaction guarantee?](https://help.urbaboxx.co.uk/en-GB/do-you-offer-a-warranty-or-satisfaction-guarantee-398999.md): We hope you will be 100% satisfied with your purchase from Urbaboxx, but in case you do not like anything you purchased from us, you can return your order or parts of your order for a full refund of the goods for 30 days. The only thing we ask for is
- [My delivery is missing items or items are damaged. What should I do?](https://help.urbaboxx.co.uk/en-GB/my-delivery-is-missing-items-or-items-are-damaged-what-should-i-do-398997.md): In case you are missing parcels or received a damaged parcel, please Contact Us as soon as possible and we will aim to resolve the issue quickly. If parcels are delivered and appear not in a good condition, we need you to sign for them as 'damaged' w
- [Can I collect my order from you?](https://help.urbaboxx.co.uk/en-GB/can-i-collect-my-order-from-you-398986.md): All our orders are for delivery only.
- [When will I receive my order?](https://help.urbaboxx.co.uk/en-GB/when-will-i-receive-my-order-398987.md): Orders to all UK Mainland delivery postcodes are usually delivered the following working day after dispatch. Orders to Non-UK Mainland postcodes, including Scottish Highlands, Scottish Isles, Northern Ireland and British Isles, are usually delivered
- [What time of day will my delivery arrive?](https://help.urbaboxx.co.uk/en-GB/what-time-of-day-will-my-delivery-arrive-398992.md): Deliveries are made by our selected 3rd Party parcel couriers and they deliver between 8am and 6pm, Monday to Friday (excluding bank holidays).
- [When will my order be dispatched?](https://help.urbaboxx.co.uk/en-GB/when-will-my-order-be-dispatched-398993.md): We will dispatch your order as soon as possible and depending on the delivery service you have selected at checkout. We aim to dispatch your order on the same working day and latest the following working day. For all Next Day (Quicker) delivery servi
- [Will there be a delivery cost?](https://help.urbaboxx.co.uk/en-GB/will-there-be-a-delivery-cost-398991.md): In some cases there will be a delivery cost, although free delivery is available on lots of items to UK mainland addresses below the Scottish Highlands Boundary. Please see our Delivery Information page for a full explanation of how the delivery char
- [What if I'm out when you try to deliver?](https://help.urbaboxx.co.uk/en-GB/what-if-im-out-when-you-try-to-deliver-398989.md): If you are unavailable, our delivery partners will leave a card to let you know they have tried to deliver the item to you. They will redeliver the item to you within 7 days of the original delivery date. Some send you advance delivery information wh
- [Do I need to sign for delivery?](https://help.urbaboxx.co.uk/en-GB/do-i-need-to-sign-for-delivery-398990.md): Most of our deliveries takes pictures as proof of delivery. They may also take a name or add details on where it was left.
- [Can I have a separate billing and delivery address?](https://help.urbaboxx.co.uk/en-GB/can-i-have-a-separate-billing-and-delivery-address-398995.md): Your billing address must match the address where your Debit/Credit Card is registered. During checkout you can specify a separate delivery address.
- [What are the shipping options?](https://help.urbaboxx.co.uk/en-GB/what-are-the-shipping-options-399009.md): Standard or Next Day Delivery (Quick or Quicker Delivery) is available on most items. Please see our Delivery Information page for a full explanation of how the delivery charges are calculated.
- [Do you offer free delivery?](https://help.urbaboxx.co.uk/en-GB/do-you-offer-free-delivery-399010.md): Standard (Quick) delivery is free on most orders over £60. Free delivery is only available to UK Mainland Zone 1 addresses. For full delivery details, please visit our Delivery Information page.
- [Do you offer Next Day delivery?](https://help.urbaboxx.co.uk/en-GB/do-you-offer-next-day-delivery-399011.md): Next Day (Quicker) delivery is available on most items. For all Next Day services, your order will be dispatched on the same working day if your order is placed before 4pm. If you place your order after 4pm or on a non-working day, your order will be
- [Do you deliver on the weekends?](https://help.urbaboxx.co.uk/en-GB/do-you-deliver-on-the-weekends-399012.md): We do not offer weekend delivery.
- [Do you deliver on bank holidays?](https://help.urbaboxx.co.uk/en-GB/do-you-deliver-on-bank-holidays-399013.md): We can't deliver items on bank holidays.
- [Do you ship to APO and FPO addresses?](https://help.urbaboxx.co.uk/en-GB/do-you-ship-to-apo-and-fpo-addresses-399014.md): Yes, we can accept orders going to APO or FPO addresses.
- [Do you deliver outside the UK and Ireland?](https://help.urbaboxx.co.uk/en-GB/do-you-deliver-outside-the-uk-and-ireland-399007.md): Yes, we can deliver to EU countries. If you are interested in receiving delivery to another EU country, please Contact Us to discuss and arrange this.
- [How do I return an item?](https://help.urbaboxx.co.uk/en-GB/how-do-i-return-an-item-398981.md): To return a product, follow these steps:. 1. Fill in the return request form on our Returns Page.
- [What is your Return Policy?](https://help.urbaboxx.co.uk/en-GB/what-is-your-return-policy-398982.md): In case you are not 100% satisfied with your purchase you can you can return your order for up to 30 days. Simply contact us and we will be happy to organise collection from you. Free returns are available from all UK Mainland delivery postcodes. The
- [I've returned my order, how long will a refund take?](https://help.urbaboxx.co.uk/en-GB/ive-returned-my-order-how-long-will-a-refund-take-398983.md): All refunds will be processed within 48 hours (on working days) from the day the return was received by our warehouse.
- [Can I exchange an item?](https://help.urbaboxx.co.uk/en-GB/can-i-exchange-an-item-398984.md): We do not offer direct exchanges. You may need to return your current item by filling out the form on our Returns page and then reorder on the website for the replacement. Please
- [How can I make a complaint?](https://help.urbaboxx.co.uk/en-GB/how-can-i-make-a-complaint-398985.md): In the unfortunate event that something has gone wrong with your order or product and you do wish to make a complaint, please do so via our Contact Us page and we will promptly respond to you.
- [How can I view my account?](https://help.urbaboxx.co.uk/en-GB/how-can-i-view-my-account-398966.md): To see your account, simply login here with the details that you have registered with. Once logged in you will see your account area with tabs to navigate through your orders. If you are unable to find what you require within your account page, pleas
- [Where can I find my order details?](https://help.urbaboxx.co.uk/en-GB/where-can-i-find-my-order-details-398967.md): You will receive an email after placing an order and can also view through your Account, on our website.
- [Can I change personal details on my customer account?](https://help.urbaboxx.co.uk/en-GB/can-i-change-personal-details-on-my-customer-account-398968.md): Yes, you can update your details by logging into your online account. If you have recently placed an order and wish to change your details, then you should check with us that the change of address won't affect your order. If you have any further quer
- [How do I delete my customer account?](https://help.urbaboxx.co.uk/en-GB/how-do-i-delete-my-customer-account-398969.md): Please contact our customer service team either via chat, phone call using telephone number 01258 444944 or email on hello@urbaboxx.co.uk and we can advise as required. Or you can also use our Contact Us form.
- [Are my account and payment details secure?](https://help.urbaboxx.co.uk/en-GB/are-my-account-and-payment-details-secure-398970.md): Account details entered on our website are collected via a secure browser and stored on private servers with the highest level of data protection. Payments made via our website are taken by a third party payment gateway and we cannot see or store you
- [What do I do if I forgot my account password?](https://help.urbaboxx.co.uk/en-GB/what-do-i-do-if-i-forgot-my-account-password-398971.md): There is a Forgotten Password? button on our Account Login page which takes you through the process of password recovery.
- [How can I pay?](https://help.urbaboxx.co.uk/en-GB/how-can-i-pay-398977.md): You can make secure payments with popular Debit/Credit Cards and by PayPal. All payments are subject to fraud screening and we constantly update our website security measures in line with industry standards.
- [Do you accept deferred payments (Afterpay, Klarna, etc.)?](https://help.urbaboxx.co.uk/en-GB/do-you-accept-deferred-payments-(afterpay-klarna-etc)-398979.md): We do not support deferred payments (buy now, pay later) like Klarna or Afterpay.
- [Are there any hidden costs?](https://help.urbaboxx.co.uk/en-GB/are-there-any-hidden-costs-398980.md): We never add any hidden costs, once you have entered a postal address into the cart or checkout, the price you see including VAT and any shipping is the price you will pay.
- [What is Urbaboxx?](https://help.urbaboxx.co.uk/en-GB/what-is-urbaboxx-398963.md): Urbaboxx is built around an easy-to-use, speedy and reliable ecommerce experience. Born from an experienced team that is passionate about sturdy, commercial shelving and storage, we understand how innovative shelving and useful storage products can e
- [Where are your Offices and Warehouse located?](https://help.urbaboxx.co.uk/en-GB/where-are-your-offices-and-warehouse-located-398965.md): Urbaboxx operates from premises at Unit 11-13 Bridge Street, Bailie Gate Industrial Estate, Sturminster Marshall, BH21 4DB. View our Contact Us page to find more details.
- [Is this product available?](https://help.urbaboxx.co.uk/en-GB/is-this-product-available-399020.md): I can't check the availability of our products, but you can check this yourself on the product page. If the product is out of stock, it will be noted on the product page and you can request to be notified when back in stock, by using the 'Email Me Wh
- [How do I sign up for a newsletter?](https://help.urbaboxx.co.uk/en-GB/how-do-i-sign-up-for-a-newsletter-399021.md): Sign-up to our newsletter to receive offers, news & helpful articles by providing your name and email at the bottom of any page on our website. You can also sign-up during checkout. By signing-up you agree to our Privacy Policy and you can unsubscrib
- [What happens if I subscribe to the newsletter?](https://help.urbaboxx.co.uk/en-GB/what-happens-if-i-subscribe-to-the-newsletter-399022.md): You can register to our Newsletter for free, which keeps you informed about special offers, product updates and news about Urbaboxx. From time to time, we also send exclusive offers and promotions only to our subscribers. Use the Newsletter Signup ar
- [How can I unsubscribe from the newsletter?](https://help.urbaboxx.co.uk/en-GB/how-can-i-unsubscribe-from-the-newsletter-399023.md): There is an 'unsubscribe' option at the bottom of the email, this will cease your subscription. Please contact the Customer Service team if this doesn't resolve the issue.
- [Are there any promotions available online?](https://help.urbaboxx.co.uk/en-GB/are-there-any-promotions-available-online-399026.md): Our main promotion will be on the front page of the Urbaboxx website.
- [How can I use a promotional code?](https://help.urbaboxx.co.uk/en-GB/how-can-i-use-a-promotional-code-399025.md): Promotional codes can be entered when checking out in the 'Discount Code' box. Some promo codes are automatically applied to your basket, once the requirements have been met.
- [Why doesn't the promotional code work with my order?](https://help.urbaboxx.co.uk/en-GB/why-doesnt-the-promotional-code-work-with-my-order-399024.md): There's a chance the promotional code has expired, or your order may not have met the threshold to be applicable for the relevant promotional code.