🖤 The Urban Cage – Delivery, Returns & All the Good-to-Know Stuff

Hey lovely — here’s the lowdown on how we handle delivery, returns, discounts and all that important-but-not-so-glam admin.
We like to keep things transparent, fair, and super easy to understand ✨

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🚚 Delivery

We currently deliver across mainland UK only.
If you’re based outside the mainland (hello, islands and overseas friends 👋), drop us an email at info@theurbancage.co.uk and we’ll see what magic we can work.

We do our absolute best to get your goodies to you on time, but sometimes courier delays can happen (we wish we could hand-deliver everything ourselves, trust us).

Please double-check your delivery address before checkout — once your order’s on its way, we can’t take responsibility for parcels that go missing due to typos or incorrect details.

If your parcel gets sent back to us because of a wrong address, missed delivery, or not contacting the courier, we’ll refund your order minus:

• the original delivery costs, and

• any fees we get charged by the courier for the return trip.

When your order arrives, give it a quick once-over. Any breakages, defects or missing items must be reported within 24 hours so we can fix things fast.

If something arrives damaged or faulty:
1️⃣ Email us at info@theurbancage.co.uk within 24 hours of delivery.
2️⃣ Include clear photos of the issue.
3️⃣ Please don’t post it back until we’ve chatted — we’ll agree the best fix (replacement, repair, or refund).

If items are returned without following this process, we can’t refund postage costs, sorry!

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💕 Returns & Refunds

Changed your mind? No problem — here’s how we make it easy (and fair).

• Returns must be received back within 14 days of delivery to qualify for a refund.

• You’ll cover the return postage — we can’t refund shipping costs.

• Always use recorded delivery and keep proof of postage.

We can’t take responsibility for items lost or damaged in transit back to us.

Items must be:
✔️ Returned in their original packaging
✔️ In resaleable condition (no marks, tears, or missing tags)
✔️ Packed safely — if it comes back broken due to poor packaging, we can’t refund it

Non-returnable items:

• Wallpapers and bespoke/custom orders (unless faulty).

Once your return arrives safely, refunds are made to your original payment method within 14 days.

If your original order qualified for free shipping (orders £100+), but you return items bringing your total under that threshold, the original delivery fee (£4.95) will be deducted from your refund.

Please don’t send back damaged items without emailing us first — we’ll need to approve and guide the process.
If we’ve already partially refunded you for a damaged item, that order can’t be returned again.

Need help? Our small-but-mighty customer care team is just an email away → info@theurbancage.co.uk 💌

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🎁 Discount Codes & Promotions

Because who doesn’t love a little treat?

• Promo codes and offers can only be used once and can’t be stacked.

• Discounts don’t usually apply to delivery fees (unless we shout about free delivery).

• Free delivery codes apply to UK Standard Delivery only.

• Any refunds will be adjusted to reflect the discount used.

• The Urban Cage reserves the right to decline orders if a promo code seems invalid or suspicious (we’ve got to keep things fair for everyone 💕).

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💌 Emails & Updates

We send the occasional email with new drops, inspo, and cheeky offers — only if you’ve said “yes please” to marketing.

Not feeling it anymore? Hit unsubscribe at the bottom of any email, or message us directly — no hard feelings, promise.

If you’ve placed an order or joined a waitlist, we might email or call to update you about your delivery or product — purely business, no spam.

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✨ Pre-Orders

Some of our favourite finds are available to pre-order — this means you can grab yours early before it officially lands.

If you’ve ordered multiple items, we might send them separately to avoid delays.
If our supplier doesn’t deliver the goods (rare, but possible), we’ll cancel and refund you right away.

Need to cancel a pre-order? Email us at info@theurbancage.co.uk with your order number and we’ll sort it.

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👶 Minors

Our site is designed for adults (18+).
We’ll never knowingly collect data or market to anyone under 18.
If you believe we’ve done so, please contact us ASAP at info@theurbancage.co.uk and we’ll take care of it immediately.

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🖤 The Urban Cage Promise

We’re a small independent business that cares deeply about every single order.
We’ll always treat you the way we’d want to be treated — fairly, honestly, and with a smile (and maybe a candle burning in the background

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