Customer Service

Fequently Asked Questions

My order hasn't arrived yet?  

All orders sent out by Urban Rider are sent using a tracked delivery service. Information relating to the status of your delivery can be accessed using the details we provide you with upon dispatch of the goods.

Dispatch times for each product can be seen on the respective product page. If you have waited longer than this time and have not yet received any shipping confirmation or tracking details please email

If you have received notification of dispatch, tracking info or your 1 hour window text and your item has not arrived within the time expected please check the tracking status of the parcel and contact the carrier directly.

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How do I return goods to you?  

If on receipt of your order you would like to return it please print off a returns form, fill it out and include with your order when you return it. All orders are subject to a 30 day return period from receipt.

For our returns form click here If you are having problems opening the PDF form, right click the link and save it to your desktop.

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Which countries do you deliver to?  

We deliver to many international destinations on a regular basis. Enter your shipping destination on the Basket Page to calculate shipping costs to your location.

Has my order shipped yet?  

When your order is dispatched you will receive an email confirmation with tracking information. Please check your email for any progress updates. If you think your order should have been dispatched contact

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Delivery costs Once Goods are dispatched from Urban Rider it is not possible to make any amends to the order details or the delivery destination. Unless specified on the order form deliveries will require a signature. If the carrier is unable to deliver the parcel after two attempts at the address given, it will be forwarded to a local collection depot (you will receive instructions). If not collected after a specified time it will be returned to us. Upon receipt we will issue a credit for the item less delivery and return costs.

International Delivery Policy International orders also require a signature. Be aware that the carrier may request payment for import duty at the point of delivery. This is the cost your local customs office charges you to import the goods from overseas and is not related to the delivery charge you have already paid for. Carriers often request payment at the point of delivery because it makes the process much faster than having Customs hold the item until they receive payment to release the goods onto you. If the delivery cannot be made at the address given you will be notified via email of the procedure to claim the goods. After a specified period the item will be returned to us and upon receipt we shall issue a credit less the value of shipping, return and any customs charges cleared on your behalf. Please be aware that if the goods are not claimed this can be costly.

Tax & Duty By selecting the correct currency for the required shipping destination VAT will either be included or excluded from the price as necessary. Standard rated items are sold with VAT for all domestic and EU orders. Orders from outside the EU do not include VAT. Please note, if the shipping destination dictates that the order does not need to include VAT it will likely be liable for import duty with your local Customs office. Details should be available on you Customs office website.

Orders & Returns

Damaged or defective items If your goods arrive in a damaged state upon first inspection please contact us immediately by emailing

Cancelling an order An order may be cancelled up to the point of dispatch. After this point, the standard returns procedure will apply. Please note orders in transit cannot be cancelled.

Payment & Privacy

Payment options We accept most major credit and debit cards through our secure payment server. We also accept PayPal.

Contacting Us

The easiest and fastest way to contact us is via the contact form on our contact page.