Question # 1:

What payment methods do you accept?


We accept Mastercard, JCB, Maestro, Visa cards.

Question # 2:

Why your system is declining American Express Card?


We do not accept payments from American Express Card. Currently, we are accepting Mastercard, JCB, Maestro, Visa cards only.

Question # 3:

I have placed my order but I have not received a confirmation email, why?


Please check your junk/Spam folder or social/promotion folders as well. Sometimes our emails land in those folders.

Question # 4:

Do you send any dispatch confirmation email?


Yes, we do send a dispatch confirmation email to the provided email address, which includes the details of the courier company and its tracking number.

Question # 5:

What is your order processing time?


Generally, we process orders within 24 hours.

Question # 6:

What are your official email addresses?


For General questions and pre-order queries:  info@urbanmall.co.uk

For post-order support: support@urbanmall.co.uk

For notifications: no-reply@urbanmall.co.uk

(please do not send any emails to no-reply@urbanmall.co.uk as it not able to receive any emails)

Question # 7:

What is your delivery time?

Answer: Delivery time is 2 to 5 working days.

Question # 8:

What is your return policy?

Answer: You can return your order within 18 days, beginning from the day you have placed your order. We will reimburse all payments received from you. 

You will be responsible for the cost of returning the product to us unless we delivered it to you in error, or it is faulty. You may be subjected to increased return costs if the product can't be returned normally by post.

Question # 9:

What is the shipping/delivery information?


Shipping Methods

After the urbanmall.co.uk receives an order, the logistics tracking number will be issued within 24 hours, and the delivery can be completed within 2-5 working days. Regarding the shipping methods for various delivery areas, the details are as follows:

Shipping Destinations

urbanmall.co.uk system will automatically select the best shipping method based on your order address. However, for remote areas in UK, due to the long distance from the local warehouse and high transportation costs, the urbanmall.co.uk cannot provide you with free shipping. We are sorry for the inconvenience.


British logistics

Standard shipping: delivery time of 2-5 business days (for reference)


The British standard logistics support Yodel, Hermes, Royal Mail and other shipping methods. The urbanmall.co.uk system will automatically match the best shipping logistics according to the product size, weight and other factors.


Remote areas in the UK

Free shipping is not supported for the delivery to the following remote areas in the United Kingdom.

For remote areas in the UK, different logistics channels have different definitions, as follows:

Postcodes of what remote areas defined by Yodel:

AB10-16, AB21-25, AB30-35, AB39, AB41-43, AB51-53, AB36-38, AB44-45, AB54-56;

BT1-9, BT10-44, BT45-49, BT51-58, BT60-61, BT62-67, BT68-82, BT92-94;


EH35-40, EH42-46;

FK14, FK18-19, FK20, FK21;


All IM;

IV1-3, IV4-11, IV12, IV13-28, IV30, IV31-32, IV36, IV40, IV41-49, IV51, IV52-54, IV55-56, IV63;


KW1-13, KW14, KW15-17;

KY9-10, KY14-16;

PA20-33, PA34, PA35-38, PA41-48, PA49, PA60-61,PA62-72, PA73, PA74-75,PA76-78, PA80;

PH6-16,PH17-19,PH20-26,PH30-39, PH40-41, PH42-44, PH49, PH50;


TD1-8, TD10-14;




1. Yodel does not support delivery to remote areas in Channel Island whose postcodes are GY1-9, GY10-99, JE1-9, JE10-99.  

2. Yodel does not support delivery to remote areas whose postcodes are BT1-9, BT10-99.

Postcodes of remote areas defined by Hermes:

Remote areas include:

Highlands and Islands\Channel Islands\Northern Ireland (BT)\BFPO\Isle of Man (IM)

And the areas whose postcode contains the following prefix: "GY", "JE", "ZE", "BT", "BF", "IM", "HS"

“KW”, “IV”, “AB36-38”, “AB54-56”, “FK17-21”, “PA20-80”, “PH15-50”, “KA27&KA28”, “TR-25”.


Hermes does not support delivery to remote areas whose postcodes are BT1-9, BT10-99.