Shipping policy

Shipping Policy

Thank you for shopping at Urban Supply (urbansupply.uk). We are a UK-based business specialising in quality African fashion, textiles, natural beauty products, safari gear, and more.

We ship worldwide to most countries. This Shipping Policy explains our order processing, shipping methods, costs, delivery estimates, and important information for UK, EU, and international customers. By placing an order, you agree to these terms.

1. Order Processing Time

  • Orders are processed within 3–5 business days (Monday to Friday, excluding UK bank holidays) after payment confirmation.
  • During busy periods (e.g., sales or festive seasons), processing may take up to 7 business days.
  • Once shipped, you will receive a confirmation email with tracking details (where available).

2. UK Shipping (Domestic)

We use DPD for reliable delivery across the United Kingdom.

  • Standard Shipping (via DPD): 1–3 business days

Under the Consumer Rights Act 2015, we must deliver goods within 30 days unless otherwise agreed.

3. EU Shipping

We ship to all EU countries and are registered with the Import One-Stop Shop (IOSS) system.

VAT

  • For orders with a goods value under €150, VAT is calculated and included at checkout based on the destination EU country's rate. Thanks to our IOSS registration, customers should not be charged additional import VAT upon delivery for these eligible orders.
  • For orders over €150, import VAT may apply and is the customer's responsibility.

Customs Duties — Important Update (Effective 1 July 2026)

As of 1 July 2026, the European Union has removed the €150 customs duty exemption on goods imported from outside the EU. The following now applies to all orders shipped from the UK to EU customers:

  • A flat-rate customs duty of €3 per HS tariff code applies to orders under €150. For example, a parcel containing two distinct product categories will incur a €6 duty.
  • For orders over €150, standard customs duties apply based on the product type and destination country.
  • These duties are the customer's responsibility and may be collected upon delivery, unless otherwise stated at checkout.

France-specific: From 1 March 2026, France applies an additional €2 per-item customs handling fee on low-value imports. This is separate from VAT and applies per item, not per parcel.

  • Delivery times: Typically 5–14 business days, though customs processing can affect this.

4. International Shipping (Rest of the World)

We ship worldwide to most countries outside the UK and EU.

  • Typical delivery times: 7–21 business days, depending on the destination and customs clearance.
  • Remote areas, islands, or certain countries may take longer (up to 30+ days).

Delivery estimates are not guaranteed and can be affected by carrier schedules or customs delays.

5. Shipping Costs

Shipping fees are calculated at checkout based on:

  • Order weight and size
  • Destination
  • Chosen shipping method
  • UK orders: See domestic rates above (free shipping threshold applies where offered).
  • EU and Rest of World orders: Costs vary by country and are shown at checkout.

We reserve the right to update shipping rates without prior notice.

6. Customs, Duties & Import Taxes

  • EU orders under €150 (IOSS eligible): VAT is pre-paid and included at checkout. No further import VAT should be due on delivery. However, customs duties of €3 per HS tariff code now apply and are the customer's responsibility.
  • EU orders over €150: Import VAT and customs duties are the customer's responsibility and may be charged on delivery.
  • France: An additional €2 per-item customs handling fee applies to low-value imports.
  • Rest of World orders: We ship on a Delivery Duty Unpaid (DDU) basis. Import duties, taxes, customs fees, and any other charges are the customer's responsibility and are not included in the product price or shipping cost.

We recommend checking with your local customs office for estimated duties and taxes before ordering, especially for higher-value shipments.

7. Tracking Your Order

  • A tracking number is provided by email once your order ships (for most services).
  • You can track your parcel using the link in the email or on the carrier's website.
  • Tracking information may take up to 48 hours to become active.

8. Damaged, Lost or Delayed Shipments

  • Please inspect your package on delivery. If items arrive damaged, contact us within 48 hours with clear photos of the packaging and products.
  • For lost packages, we will investigate with the carrier. Most carriers require claims within 30–60 days.
  • We will arrange a refund or replacement once the investigation is complete (case-by-case basis).

Note: Under UK law, we remain responsible for the goods until they are delivered to you.

9. Order Changes and Cancellations

  • You can cancel or amend your order within 24 hours of placing it, as long as it has not yet been processed or shipped.
  • Once shipped, changes are not possible. You may need to refuse delivery and return the item (subject to our Returns Policy).

10. Force Majeure

We are not liable for delays or failures due to events beyond our reasonable control, such as strikes, natural disasters, pandemics, or significant carrier/customs issues.

11. Contact Us

If you have any questions about shipping, IOSS, duties, or your order, please get in touch:

  • Email: orders@urbansupply.uk
  • We aim to reply within 1–2 business days.

The main changes from your previous policy are in Section 3 (EU Shipping) and Section 6 (Customs, Duties & Import Taxes), reflecting the removal of the €150 duty exemption and the new France handling fee. I'd recommend having a legal or customs professional review the duty-specific wording before publishing, as the exact obligations depend on your fulfilment setup.