Terms and Conditions

• UK Delivery Information
• International Orders
• International Delivery Costs
• Items excluded from International Delivery
• Customs and VAT
• How do I return an item?
• Returning goods purchased on our website to one of our stores
• The item I have received is incorrect
• I want to return a used item which has become damaged/broken item
• Credit Cards
• Urbanrock Gift Vouchers
• Urbanrock Newsletter
• Footwear
• Stock Levels
• Employment
• Privacy
• Climbing Participation Statement

top of page

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

top of page

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.

top of page

International Delivery Costs

top of page

* 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.

top of page

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.

top of page

How do I return an item?

• If for whatever reason, you are not happy with your purchase, please return it to us within 28 days of receipt in a new and unused condition, with the original packaging and receipts.
• Please fill in the returns form provided or download one here, stating clearly the reason for the return. Please remember to put your order reference number on the returns form if it is not already there.
• We will notify you when we have received the goods and then we will then either replace, or refund the cost of the items.
• We highly recommend that you use a recorded delivery service as we cannot be held responsible for damage or loss of goods in transit. Any faulty goods will be replaced free of charge.
• Our returns address is;
  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.
• International returns: On all international deliveries, 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

top of page

Returning goods purchased on our website to one of our stores

• Goods purchased via our website may be swapped or exchanged for different sizes or colours in any of our stores. We suggest that you contact the Store you wish to visit prior to visiting as not all products available via our website are available in all of our stores.
• When visiting the store please make sure your goods are in a new and unused condition, with the original packaging and receipts
• If you wish to return your website purchase for a refund then the item(s) must be returned to our returns address
• Our returns address is;
  Urbanrock
  Unit 8, Hamilton Business Park
  Stirling Way
  Borehamwood
  Herts
  WD6 2FR
  Tel: 020 8207 5206 (Open 9.00am to 5.00pm Mon-Fri)
• We are sorry but we cannot issue refunds for goods purchased from our website at our stores

top of page

The item I have received is incorrect

• Occasionally we can make a mistake, and if for whatever reason you have received the wrong item(s) please return using a signed for delivery service to the returns address above, and we will refund the cost of postage, and send out the correct item(s) immediately.

I want to return a used item which has become damaged/broken item

• If an item you have bought from us gets damaged or broken and you think this is not due to normal wear and tear you wish to return it to us under warranty
• Please make sure the item is cleaned and hygienic for us to inspect before you return it.
• Please return the item to the returns address above using the returns form provided or download one here stating clearly what the problem is
• As soon as we receive the item we will inspect it and decide whether the damage is covered under warranty.
• If we decide that the damage is a manufacturer defect we will either replace the item from stock or refund your money if the item is no longer in stock.
• In some instances the manufacturer will require us to return the item to them before a replacement or refund is given. If this happens we will inform you immediately and keep you informed on the progress and final decision regarding the item.
• If the item is found to be faulty, any postage charges you have incurred will be refunded and your item exchanged or refunded.

top of page

Credit Cards

• We accept Visa, Mastercard Switch and Solo
• All card transactions take place on a secure server. We use SAGEPAY which is an independent card processing banking company. SAGEPAY uses 128-bit SSL certificate encryption technology which safeguards your personal information. We do not have access to your credit card details
• Once your order has been received, you will be emailed an order confirmation.
• Your goods will then be dispatched as soon as possible (usually within 24 hours depending on availability of stock)
• If we are out of stock or are unable to dispatch your goods within 48 hours, we will contact you. You will then have the option to either wait until we have the goods in stock or be refunded your money

top of page

Urbanrock Gift Vouchers

• Urbanrock gift vouchers can be exchanged for goods in all Urbanrock shops, but unfortunately are not redeemable online
• Gift vouchers may not be exchanged for cash
• No responsibility will be accepted for lost, stolen, or damaged Gift Vouchers and such Gift Vouchers shall not be refunded.
• To deface a Gift Voucher will render it invalid
• Urbanrock Gift Vouchers are only redeemable against full price items with the exception of sale items and special offers

top of page

Urbanrock Newsletter

• Our Urbanrock Newsletter is sent by email no more than twice a week
• You can unsubscribe at anytime by clicking the unsubscribe link on the email or contacting us

top of page

Footwear

• At Urbanrock we spend a lot of time with our customers when fitting footwear. We feel it is very important to take time to get the right shoe, size and fit for your foot. For this reason, when buying footwear on our website, we strongly recommend that you have already tried on the shoes that you've selected and are confident that you are ordering the size you require

Stock Levels

• However hard we may try occasionally we may be out of stock of certain items. If we are out of stock of an item and can't fulfill your order we will let you know immediately, giving you the choice of either keeping the item on order or cancelling your order for an immediate refund

top of page

Employment

• We are always on the lookout for potential staff members. If you are an active climber with a keen interest in climbing gear and have the ability to genuinely converse with our customers then we would love to hear from you
• We employ our staff as full time, part time and weekend staff. Some of our part time staff work evening shifts and have other daytime jobs so we can be flexible if we feel you are the right person to work at Urbanrock
• If you would like to talk to us about employment please email us at info@urbanrock.com with an up to date CV and covering letter

top of page

Privacy

This privacy policy sets out how Urbanrock uses and protects any information that you give when you use this website. Urbanrock is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Urbanrock may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 26th August 2011

What we collect

We may collect the following information:

• name and job title
• contact information including email address
• demographic information such as postcode, preferences and interests
• other information relevant to customer surveys and/or offers you participate in

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping.
• We may use the information to improve our products and services.
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided
• From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

• whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
• if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at info@urbanrock.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please email us info@urbanrock.com or write to Unit 8, Hamilton Business Park , Stirling Way, Borehamwood, Herts, WD6 2FR

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

top of page

Climbing Participation Statement

• Climbing and mountaineering are activities with a danger of personal injury or death. Participants in these activities should be aware of and accept these risks and be responsible for their own actions and involvement.