FAQs

Absolutely yes, we advise to place your item on pre-order so that we can reserve the stock for you. Payment is required to reserve the item(s).  Some product lines are a one-time only supply, and once they are gone, we may not replenish stock so order quickly to avoid disappointment. 

At present we do not have any showroom. We are an online retailer with two warehouse locations. Our warehouse is currently closed to visitors to protect our staff & keep Internet orders being sent out.

By email:supplier@theurbanmill.co.uk

By email:help@theurbanmill.co.uk

Simply place your order via our website, should you have any questions relating to an order please feel free to contact our UK based Customer Service team via email help@theurbanmill.co.uk 

From time to time we sadly incur delays with stock arrivals. With our best endeavours the team will offer advisable dates for delivery, where this time slips, we will communicate delays with you. 

We accept most methods of payment including: most Credit/Debit cards (Visa & MasterCard), Apple Pay, Amazon Pay, BACs direct transfer to our account. We do not accept American Express.

Please email our press department if you wish to use any of our imagery online or in print. Copyright restrictions apply and all images are the property of The Urban Mill so will need to be properly credited and linked to whenever used. For more information and to request permission please contactsupplier@theurbanmill.co.uk

In the unfortunate event of a damaged item being received, we ask that you provide us with a photo of the damaged item, the packaging and the consignment label on the outside of the parcel. Please then emailhelp@theurbanmill.co.ukand ensure you include your order number and contact details. The Customer Service team will respond with a resolution.

Delivery charges can be located on the product page and also our delivery structure can be found here. 

At present we only delivery to UK mainland locations. 

At present we only delivery to UK mainland locations. If you live outside of the UK/Internationally you can organise your own courier (at your own cost) to collect goods on your behalf. Our warehouse can pick & pack your goods ready for collection. 

We aim to deliver orders quickly and exceeding expectation on shipping times. All delivery charges and timescales can be located at product page level. Those items which are considered fragile are shipped via our specialist carriers with delivery taking up to 10 working days. 

Yes, changes can be made to delivery addresses as long as the items have not left our despatch warehouse. Please contacthelp@theurbanmill.co.ukwith your order reference number (WEB…..) and the details you wish to change, the team will respond back with what we can do to help. 

We offer delivery via a selection of small and large parcel carriers including DHL, DPD, Tuffnells, BJS (1 & 2 man carrier). Some larger items may be shipped via our pallet network, and it will be stated on the product page if this is the case. Upon shipping you will receive tracking information from the chosen carrier, this will activate over night so please review the morning after the notification has been received. 

The courier will require a signature/name from a person at the delivery address, so make sure somebody is at the property or have it delivered to a different address where someone will be able to sign for it. If you were expecting the delivery but have not signed for it yourself, please check with others at the location before contacting us. If you have done all the above and the goods are still not with you, please contact our customer services team onhelp@theurbanmill.co.uk

We offer a specialist courier delivery for larger, more fragile items via our carrier BJS and their 2 Man Delivery service. The carrier will contact you via phone or email to arrange a suitable delivery day with you between 7am-9pm Monday-Saturday. The evening prior to delivery you will receive a 3-hour time slot advising you when you can anticipate arrival. The drivers endeavour to deliver within the slot advised however in the event of changes to traffic the team will try to update you. 

Please inform our 2 MAN service of any access issues both outside and inside your home that may hinder delivery, for example, small narrow roads, small doorways and corridors. Failure to do so may encourage a failed delivery and the cancellation fee will be chargeable to you.

Given items are stored at more than one of our warehouses it is possible that your goods could be sent over more than one delivery. Equally if an item is deemed fragile, we may choose to deliver parts with our parcel carriers and some parts with our larger item carriers. 

Our couriers will not be able to help assemble furniture for you, so if you have ordered an item that required assembly, please ensure you arrange someone to help you if required.

You can cancel your order, but you must contact our Customer Services Department immediately to establish the status of your order, if your order is within the Warehouse Picking team, we are unable to change or cancel your order. Visit the Contact us section for contact details. If we can stop the order from being dispatched, we'll refund the full amount of the order. If your order has been dispatched, then see our Returns procedure.

If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

To pay with PayPal, you'll need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it's free. After entering your contact and address details within the checkout page, simply select PayPal as a payment method and click to proceed, you will then be redirected to the PayPal website to complete payment.

For customers in the UK, we only accept GBP sterling (£).

In the first instance, please double check you have entered your details correctly. Thereafter, some card issuers can put restrictions on higher-value payments or payments outside your normal spending patterns. Please check with your card issuer that your card hasn’t been blocked and then try again or contact our Customer Service Team

To pay with PayPal, you will need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it's free. After entering your contact and address details within the checkout page, simply select PayPal as a payment method and click to proceed, you will then be redirected to the PayPal website to complete payment.

We accept various payment methods including:

• Credit / Debit card: we accept Visa & MasterCard. We do not accept American Express

• Apple Pay

• Amazon Pay

• BACs: direct transfer to our account.

• PayPal: Use your PayPal account to submit payment.

• PayPal ‘Pay in 3’: With a PayPal account, you can spread the cost of your purchase across three easy interest-free payments. Whether you need to make life a little easier in those tighter months or simply prefer smaller multiple payments, ‘Pay in 3’ allows you to work within your budget. For more information, please click here.

Yes, we do not offer a guest checkout. Remember it is free to do and enables you to shop easily without having to enter your details each time. Also, your Displaysense account offers regular newsletters and you're able to take advantage of the exclusive discounts and promos on site.

Your username will be the email address used when you placed your order. If you have forgotten your password simply reset it by clicking the 'Forgotten Password' button. We will then email a link for you to create a new password. Still having a problem? Emailhelp@displaysense.co.ukfor further assistance.

Yes, you can and it is really easy to do! There are two ways to register for the newsletter: When creating an account, there will be a tick button to either opt in or out of our newsletter. Alternatively, scroll to the bottom of our homepage where you will see a subscription box to enter your email address

You can return your item up to28 daysafter receiving your order. You will need authorisation from our Customer Service team before sending the item back. Simply follow this link to locate more information (link the returns page). The item must be shipped back within its original packaging. 

Yes, we require a returns form to be printed out and inserted in the parcel for return. Please do not write or stick anything on the packaging, other than the carriers returns label. 

Our Returns Team aims to process refunds within 3-5 days of receiving the goods. The refund will be issued to the same payment method used upon the initial transaction. 

No, we do not cover the cost of postage if you wish to return an item.

Occasionally we like to offer our customers something a bit extra with a promotional code. If you have a code but it is saying invalid this could be due to a few reasons:

• Is your delivery address a Mainland UK address? Free delivery codes are only valid on Mainland UK addresses.

• Do you have a Sale or Last Chance item in your basket? Unfortunately, promotional codes are not valid for Sale and Last Chance items.

• Have you checked the terms and conditions of the code on the email you received it? Our codes do come with terms and conditions, please check on the email you received the code on.

• Have you entered the code correctly? Please check the code has been entered correctly in terms of capital letters and numerical characters.

Occasionally discount websites suggest discount codes which have not been authorised by the vendor. If our website is not accepting the code this is likely to be as we have not authorised it’s use.