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Frequently Asked Questions and Answers:
How
Much will Postage and Packaging Cost?
Mainland Britain, the Isle of Wight.
Courier delivery is FREE to Mainland Britain
on all orders. In stock items are normally delivered to
all UK destinations in 2 to 3 days between the hours of
7am and 5pm.
Rest of the World.
We can quote charges and timescales for
delivery to all other parts of the world. Please email mail@urbantrail.co.uk
with details of your order, delivery address and contact
details.
NOTE: Special delivery arrangements may
be in force for Christmas, the New Year and Easter Holidays
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How
Do I Return Items?
Urban Trail is committed to providing total
customer satisfaction. Any items purchased from us and returned
(at the customer’s expense) within 14 days of delivery,
in their original condition, together with original packaging
and receipt, will be accepted for a full credit, exchange
or refund.
To return goods, email mail@urbantrail.co.uk
to get a return code (RMA) and send back to:
Urban Trail Returns, PO Box 303, Hertford,
SG13 9AT
Urban Trail cannot accept responsibility
for lost or misdirected returns. For your own protection,
you should arrange for any goods to be returned by first
class registered post.
This returns policy is in addition to your
statutory rights, which will remain unaffected.
While we make every effort to prevent shipping
damage, on rare occasions it may occur. For your own protection,
please do not sign for merchandise until you have inspected
it for damage, and retain the original shipping carton.
If there appears to be shipping damage, please contact us
by email at mail@urbantrail.co.uk within 24 hours.
How
Secure is Payment?
Your credit card security is our highest
priority. Thanks to our advanced encryption technology (secure
sockets layer or SSL) your online orders are safe. This
technology scrambles your information so that only Urban
Trail and Paypal can read your order details.
Urban Trail uses the payment service Paypal.
Paypal are the global leaders in online payments and the
table below shows why:.
| Protection type |
Most merchant
accounts
|
PayPal
|
| AVS and CVV2 checks |
X
|
X
|
| Fraud prevention tools |
X
|
X
|
| Buyers’ financial
information not shared with seller |
|
X
|
| Transaction screening |
|
X
|
| Dispute resolution assistance,
even for low-volume sellers |
|
X
|
| Chargeback investigation
team |
|
X
|
| Qualified chargebacks covered |
|
X
|
What
Can I Pay for my Item With?
You can pay by credit or debit
card or alternatively by cheque. To pay by debit or credit
card follow the online system. To pay by cheque you can
choose to be invoiced by email at the shopping basket stage
of the shopping process. Once you have received your invoice
you can send a cheque to us. Please make your cheques payable
to Thomas Vaughton and send them to:
Thomas Vaughton , Urban Trail,
PO Box 303, Hertford, SG13 8HS
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When Will
I Receive my Goods?
For both mainland Britain and its outlying
areas in stock items are normally delivered to all UK destinations
within 3 working days between the hours of 9am and 5pm.
If an item will require a different delivery time you will
be able to see this on the product's information page, beneath
the price of the product. Some nursery goods come direct
from our supplier and so the delivery date will be arranged
between the supplier and yourself. If there are any problems
we will contact you.
What
is Your Privacy Policy?
Urban Trail respects your privacy. All information
you provide to us will be held with the utmost care and
security, in accordance with our obligations under UK Data
Protection legislation. Urban Trail will not divulge any
identifiable information about any of its customers to any
third party unless it has first obtained your consent to
do so. If you email comments to Urban Trail, we may use
them for editorial purposes or in promotional, advertising
or marketing materials unless you have expressly asked us
not to. Click here to fin out
more.
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How
Can I Check Availability?
If the product is unavailable then it will
not be on the site, or we will specify when the product
will be available on the products information page. But
if you would like to check please feel free to contact Customer
Services.
Email: mail@urbantrail.co.uk
We will contact you if the product is unavailable
after you have ordered.
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Can
I Specify a Delivery Date?
If you would like a specific delivery date
please do not hesitate to contact us:
Email: mail@urbantrail.co.uk
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Are
Receipts Sent with Deliveries?
A copy of the delivery note will be sent
with your goods.
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How Can
I Contact You?
email: mail@urbantrail.co.uk
post:
Urban Trail
PO Box 303,
Hertford,
SG13 8HS
If you have any further queries and none of the guides or
help pages answer your question then please do not hesitate
to contact us.
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