You can track all home delivery orders – keep an eye out for your tracking link on your despatch email (not your confirmation email). Alternatively, please log in to your account using your email/password to check complete order details.

Please contact us immediately using our contact form and we will try our best amending/cancelling your order where possible. Please use word “Cancellation/Amendment” in your subject title for our staff attention.

If you’re not in when the courier attempts delivery, you’ll be left a delivery card telling you either that they’ve left your parcel in a safe place (such as on a porch or with a neighbour). The courier will then try to deliver your parcel on next available day once again before returning it to the depot to await further instructions.

You would be able to choose your desired available delivery options during the checkout page.

We’ll be happy to exchange or refund within 14 days of purchase if you bought the items in store, or within 14 days of you receiving the items if you ordered them online. Items must be returned with the original receipt, unworn and in the condition they were purchased, including all labels, tags and packaging. The refund will be issued on the method of payment you used. For more information, please read our return policy here. Please contact us using the contact formand we will get back to you with return instructions as soon as possible.

We’re very sorry you have received an incorrect or faulty item. Please contact us using our contact form so we can put things right for you.

Please allow 5–7 working days for your refunds to process from the date we receive your returns.

We accept all major credit and debit cards such as Visa, Visa Electron, MasterCard, Apple Pay and American Express. Additionally, we also accept Paypal and regionally approved payment methods. Depending on your region,all the payment options will be displayed during the checkout process. We are unable to accept cards that are due to expire within the next 5 days. Card details are checked and verified by a third party and goods are dispatched once authorisation has been obtained. In the ‘Payments’ section, you will also have the option ‘manage saved cards’. This will show all saved cards on your account. Here you will have the option to add, edit or delete your saved card.

If you’ve forgotten your password, you can use the password recovery function on the login screen to request a reminder. Please note that our customer services team can’t reset passwords for you.

Just log into your account using your original email address and password, then click on ‘My Account’ followed by ‘Account Details’. This is where you can update your personal details like your email address, name, password, contact number and reward card number. Click the ‘Address Book’ tab to add, edit or delete billing and delivery addresses.

Sorry to see you go! If you don’t want to follow our latest updates, savings and offers via email any more, you can just click the ‘unsubscribe’ link at the bottom of the email newsletter.

You’ll be charged and payment taken as soon as you order.

Please send your feedback/complaints/comments using the contact formfor our attention.

Yes, all our products are original and genuine. We buy directly from UK brands and sell on urbanlane.co.uk.