Delivery Information

• UK Delivery Information
• International Orders
• International Delivery Costs
• Items excluded from International Delivery
• Customs and VAT

UK Delivery Information

• All goods purchased through our website will be shipped from;
  Urbanrock
  Unit 8, Hamilton Business Park
  Stirling Way
  Borehamwood
  Herts
  WD6 2FR
  Tel: 020 8207 5206 (Open 9.00am to 5.00pm Mon-Fri)
• Please Note: There are no facilities for customer personal collections at this address. Please do not attempt to collect an order as you will be turned away which may cause offence. There is no shop front or customer service facility available at our warehouse
• Free Postage on all orders over £20 to UK Mainland and Northern Ireland
• For all orders under £20, our delivery cost is £2.99
• All deliveries should normally take from 1-5 working days.
• The majority of our orders are sent out using Fedex. This means someone will need to be at your delivery address to sign for the delivery. If a delivery is returned to us, you may be charged again for shipping. Smaller items are normally sent out using Royal Mail 1st class.
• If you do not receive your delivery within this time or have any other queries regarding deliveries please email orders@urbanrock.com
• We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate
• We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions
• We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed
• If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period and we will contact you to arrange an alternative time
• If you would prefer to talk to one of us our warehouse is open Mon To Fri 9.30am to 4.30pm please call 0208 207 5206
• If you have any product or stock questions our shops are open 7 days a week. Details here Stores

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International Orders

• All our international orders are sent out using a 'signed for' delivery service. This means someone will need to be at your delivery address to sign for the delivery. If a delivery is returned to us, you will be charged again for the cost of shipping
• All payments are to be made in GB pounds Stirling. All prices include UK VAT where applicable and will be shown on your receipt
• All international deliveries usually take from about 5-7 working days
• Please be aware though, that not everything we sell is eligible for international delivery. If we are unable to deliver to where you are we will contact you immediately
• Any returned items will be refunded. You will be notified as soon as the refund has been processed. If would like an exchange, you will need to place a new order.
• Please note: If your country is not listed below, please email us orders@urbanrock.com for a shipping quote.

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International Delivery Costs

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* Items Excluded From International Delivery

• Please Note: We are currently unable to ship bouldering mats, mountain boots, climbing ropes and clip sticks to Australia, New Zealand, Canada, USA, Hong Kong, Japan and Singapore.
• Some other items or orders may not be able to be shipped internationally, normally due to weight and size. If this is the case, you will be contacted as soon as possible and your order will be cancelled.

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Customs and VAT

• All prices include UK Value Added Tax (VAT) which is currently 20%
• Our website does not currently support VAT free orders. If you are ordering from a country which is VAT exempt (most countries outside of the EU) please order as normal and pay the full price as shown on our website. We will refund the VAT amount automatically against your card once your goods have been dispatched. This will be confirmed by email.
• Products delivered to some destinations, especially outside the EU, may be subject to taxes, fees, levies or other charges, due to local legislation. Any additional charges incurred, including import duty, formal customs entry, taxes, levies and other charges will have to be paid by the recipient of the goods.
• If you're ordering products to be delivered somewhere else please make sure that the recipient is aware and that they will be responsible for paying any extra. We are sorry but we have no control over these charges, so we're unable to offer any assistance on these processes. Please check the import charges applicable in any country before ordering products to be delivered there.
• If your country is not listed please put your country name after the city name.

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