Delivery

Our bags are made to order but will still usually be shipped within three to five days, this can take longer during busy periods so please allow up to 14 days for us to craft your order. Once we have sent your order we will contact you with the method and any relevant tracking information.

We will choose the method of shipment including Royal Mail and Courier services. Most shipments will require a signature and we are happy to ship to work addresses and other addresses that you request if it is easier for someone to be available to sign for your delivery. Please feel free to contact us with any other requests regarding delivery.

 

Returns

 

We want you to be happy with your purchase, if for any reason you are dissatisfied with your purchase and want to return it to us then please email team@urbanduck.co.uk Returns are accepted up to 28 days from purchase. Please email with your reason for return and your order number/reference. We will issue you with a return reference to be included with the item and inform you of the return address. Please do not return any item to our registered office address. We do not accept any returns without the correct reference. Once the item has been received and inspected we will issue a full refund excluding any postage/shipping you may have paid. Return postage cost will be the responsibility of the customer. We recommend that you obtain proof of postage when sending any item back to us. All items must be unused and resalable.

If you have received a faulty product please follow the above procedure. In the case of a faulty item we will be happy to exchange it or offer a full refund including postage. If possible please attache a photograph of the fault.

Please note that any customised or personalised items are non-returnable as they can not be resold.