URMA — SHIPPING & DELIVERY POLICY
Last updated: August 2026
Thank you for shopping with URMA.
We are committed to processing and delivering your order as efficiently and securely as reasonably possible.
This Shipping & Delivery Policy explains our order processing times, delivery estimates, shipping charges, pre-orders, international deliveries and what to do if your order is delayed, lost or damaged.
Nothing in this policy affects or limits your statutory rights under applicable UK consumer law.
1. ORDER PROCESSING
Orders are typically processed within 1–3 business days, Monday to Friday, excluding UK public holidays.
Processing time is separate from delivery time.
During product launches, collection releases, promotions, holidays or other particularly busy periods, processing may take longer.
Where we expect a significant processing delay, we will provide appropriate information where reasonably possible.
2. PRE-ORDERS
Estimated pre-order dispatch dates or timeframes will be displayed on the relevant product page.
Orders containing both in-stock and pre-order items may be dispatched together once all items are available, unless otherwise stated during the ordering process.
Pre-order dates are estimates unless we expressly state otherwise.
Pre-order dispatch dates may change because of production, fulfilment, supplier or supply-chain delays.
If a significant delay affects your pre-order, we will provide appropriate information and any statutory rights you have will remain unaffected.
3. ESTIMATED DELIVERY TIMES
Once your order has been dispatched, our current estimated delivery times are:
- United Kingdom: 2–5 business days
- Europe: 5–10 business days
- International: 7–15 business days
These are estimated delivery timeframes and are not guaranteed unless we expressly agree a guaranteed delivery date or timeframe with you.
Delivery may take longer during periods of high demand, public holidays, customs processing or circumstances outside our reasonable control.
Where applicable, your statutory rights relating to delivery delays remain unaffected.
4. DELIVERY DEADLINES
We will aim to deliver your goods within the timeframe communicated to you.
Unless you and URMA have agreed a different delivery period, applicable UK consumer law generally requires goods to be delivered without undue delay and, in most cases, no later than 30 days after the contract is formed.
If we fail to deliver within the applicable legal timeframe, you may have statutory rights to require delivery within an additional appropriate period or, in certain circumstances, cancel the contract and receive a refund.
Nothing in this policy limits those rights.
5. SHIPPING COSTS
Shipping costs are calculated at checkout based on the delivery destination and delivery method selected.
The applicable delivery cost will be displayed before you complete your purchase.
Any free-shipping promotion and its conditions will be clearly communicated on our website or during checkout.
Optional delivery upgrades or other additional charges will not be applied without your agreement.
6. TRACKING
Where tracking is available, we will send tracking information after your order has been dispatched.
Please allow some time for tracking information to become active after the parcel has been handed to the delivery provider.
Tracking information may occasionally take longer to update because of delays or technical issues with the delivery provider.
7. FREE UK RETURN SHIPPING
We offer a free prepaid return label for eligible returns from within the United Kingdom.
To request a return, contact:
Once your return has been arranged, we will provide the relevant instructions and, where applicable, a prepaid return label.
Please use the return method provided by us.
Please retain your proof of postage and tracking information until your return and refund have been completed.
Further information is available in our Returns & Refunds Policy.
8. INTERNATIONAL RETURNS
Free return labels are not currently provided for change-of-mind returns from outside the UK unless expressly stated otherwise.
International customers are generally responsible for the direct cost of returning eligible change-of-mind items.
If an item is faulty, damaged, incorrect or otherwise does not conform to the contract, please contact us before returning it.
Where we are responsible for the problem, we will provide appropriate return instructions and cover reasonable return costs where required by applicable law.
Further information is available in our Returns & Refunds Policy.
9. CUSTOMS, DUTIES AND IMPORT CHARGES
Orders delivered outside the United Kingdom may be subject to customs duties, import taxes, VAT or other charges imposed by the destination country's authorities.
Where such charges are not collected at checkout or expressly included in the price, the recipient may be responsible for them.
Customs authorities may also inspect or hold parcels, which can affect delivery times.
URMA cannot guarantee that customs charges will not apply to an international order.
Customers are responsible for complying with applicable import requirements in their country.
10. INCORRECT OR INCOMPLETE DELIVERY INFORMATION
Please check your delivery information carefully before completing your order.
If you realise that you have provided an incorrect or incomplete address, contact us immediately at:
If your order has not yet been dispatched, we will make reasonable efforts to update the address.
However, we cannot guarantee that an address change will be possible once an order has entered processing or been dispatched.
If an order is returned to us because an incorrect or incomplete address was provided by the customer, we will contact you to discuss the available options.
Where appropriate and lawful, additional delivery charges may apply if you request redelivery.
This does not affect any statutory rights you may have.
11. LOST OR DELAYED ORDERS
If your order has not arrived within the expected delivery timeframe, or tracking shows an unexpected delay, please contact us at:
We will review the available tracking information and, where appropriate, investigate the matter with the delivery provider.
If a parcel is lost or fails to arrive, you should contact URMA rather than being required to resolve the matter directly with the courier.
Where we are responsible for the delivery, we will take reasonable steps to resolve the issue.
Your statutory rights relating to late, missing or undelivered goods remain unaffected.
12. DAMAGED DELIVERIES
If your order arrives damaged, please contact us as soon as reasonably possible.
Please provide, where available:
- Your order number
- A description of the damage
- Photographs of the affected product
- Photographs of the external and internal packaging
Please retain the product and packaging while we investigate where reasonably possible.
If the goods were damaged before you received them, or otherwise do not conform to the contract, we will deal with the matter in accordance with your statutory rights.
You will not be required to bear reasonable return costs where we are responsible for the problem.
Your statutory rights are not affected if you do not report damage immediately.
13. DELIVERY TO A SAFE PLACE OR NOMINATED PERSON
If you ask the delivery provider to leave your order in a particular safe place or with a person you have nominated, delivery may be treated as completed when the goods are delivered in accordance with that instruction, subject to applicable law.
Please ensure that any safe-place or alternative delivery instructions you provide are appropriate and secure.
If URMA or its nominated delivery provider delivers the goods somewhere other than the delivery arrangement agreed with you, please contact us so that we can investigate.
14. DELIVERY PROVIDERS
We may use independent courier and postal services to deliver orders.
Although we cannot control the operation of independent delivery providers, this does not remove our responsibility to you for the delivery of goods where applicable under consumer law.
If a delivery provider causes a delay, loss or damage before the goods come into your physical possession, we will take reasonable steps to resolve the issue.
15. INTERNATIONAL DELIVERY
Where international delivery is available, delivery times can vary depending on:
- Destination country
- Customs procedures
- Local postal or courier services
- Public holidays
- Import requirements
- Weather
- Other circumstances outside our reasonable control
International delivery estimates are therefore not guaranteed unless expressly stated otherwise.
Customers outside the UK may have mandatory consumer rights under the laws applicable in their country.
Nothing in this policy is intended to remove or restrict rights that cannot legally be excluded.
16. EVENTS OUTSIDE OUR REASONABLE CONTROL
Delivery or processing may occasionally be affected by circumstances outside our reasonable control.
These may include:
- Severe weather
- Natural disasters
- Strikes or industrial action
- Courier disruption
- Customs delays
- Government restrictions
- Major technical failures
- Power or telecommunications failures
- Other circumstances that could not reasonably have been prevented or overcome
Where such circumstances affect your order, we will take reasonable steps to minimise the impact and communicate with you where appropriate.
This section does not remove or limit your statutory consumer rights.
17. YOUR STATUTORY RIGHTS
This policy does not replace or restrict your statutory consumer rights.
Depending on the circumstances, UK consumers may have rights under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy excludes or limits any right, remedy or liability where doing so would be unlawful.
If any provision of this policy conflicts with a mandatory legal right that applies to you, that legal right will prevail.
18. CONTACT US
URMA
Email: hello@weareurma.com
Legal trader: [LEGAL NAME]
Business address: [BUSINESS ADDRESS]
We aim to respond to customer enquiries within 24–48 business hours, Monday to Friday.
This response-time target does not limit or extend any statutory deadline or legal right.
Last updated: August 2026