Customer Service

What are your Delivery Options?

  1. Standard Delivery of £5.95 is applicable for orders.  Standard Delivery takes 4-5 business days once dispatched and will be arranged via tracked courier service.
  2. Express Delivery can be arranged if you require at a charge of £10.95 and will take 1-2 business days once dispatched.
  3. We offer International Shipping for most locations, shipping charges can be seen at checkout, however if your location is not listed, please get in touch with us to discuss before placing your order to understand delivery charges.
  4. Please note, for bulk orders or large volume orders shipping will vary depending on weights and volumes.  Please contact us to discuss your requirements.

Do you accept Bulk orders or Wholesale orders? 

  1. We can accept bulk orders per your requirements, however please note as most of our products are handmade, delivery lead times will be longer. Please get in touch with us to discuss your specific requirements.
  2. If you are sourcing products on a wholesale basis and are interested in any of the products we carry, please get in touch with us on sales@urbanutsav.com to discuss orders and wholesale prices.

International Orders

  1. Local taxes are not included in the shipping fee and must be paid by the recipient.
  2. If a shipment is refused or not accepted by the recipient, the original shipping fee and any return charges will be deducted from the total refund, if applicable.
  3. We urge all international customers to carefully review product details before placing an order.
  4. Update for our U.S. Customers: We now ship all U.S. orders Delivered Duty Paid (DDP). This means customs duties and fees are included in your shipping cost, so your parcel will arrive smoothly with no extra charges on delivery. We've adjusted our shipping rates slightly to cover these new U.S. Import rules, ensuring a hassle-free experience for you.
  5. Any delays caused by customs or postal services in the recipient jurisdiction are outside of our control, whilst we will try to do everything we can to ensure the parcel reaches you as stated, we cannot be held responsible for such delays.

What is your Returns and Refunds Policy?

  1. All of our products go through a very thorough quality check and are securely packed before dispatch therefore we are confident you will receive your products in the best condition. However, in the unlikely event that your product is damaged on receipt, please contact us immediately (within 48 hours) with pictures/video of the delivery packaging and products to discuss.
  2. If you are unhappy with your purchase, please contact us immediately to discuss your concerns.  Items must be returned to us within 7 days of receipt with proof of purchase and in original condition where the product can be resold.  (Product must be unused and in original packaging including any protective films still being intact, with labels as applicable).
  3. Personalised or customised orders are exempt for refunds as well as items which cannot be returned due to health and hygiene and sanctity reasons such as jewellery lines, foot wear, religious literature and handpainted artwork.  
  4. Refunds will be processed minus any delivery and handling charges within 3-5 days of receipt of the product and inspection. 
  5. Please note, for seasonal items, returns may be limited if the festival/occasion has passed as items may not be able to be resold. 
  6. Please note: Our Vedic Literature collection is sealed with a protective film in order to preserve the sanctity, purity and integrity of the texts.  This is to ensure our customers can be confident they are receiving the highest quality, brand new products, when making a purchase from us  If the seal is removed, the literature cannot be returned as this will then be considered a used product.  Please only remove the seals if you are keeping the products. 
  7. Similarly, some of our other products also include seals to protect them and ensure they remain, untouched.  Please do not remove these layers of protection unless you intend on keeping the products.

My item looks a little different to the picture

Our products are largely handmade individually and therefore there may be times that the products look a little different to the image we have displayed.  This could be due to the lighting when the picture was taken or slight variations when different artisans are making the products.  These differences add to the uniqueness and natural character of the product.  We would like all of our customers to be absolutely satisfied with their purchases therefore if you are not, please get in touch with us within 48 hours of delivery to discuss your concerns.

Affiliates Programme

We have an amazing range of exclusive and unique products.  Are you an existing small business looking to expand your product offering with some exclusive, unique and high-quality products or someone looking for a low-cost way to start your own small business?  If so, we are looking for affiliates to join us.  Get in touch with us today to discuss how we may be able to work with each other.