• FAQs

    Find answers to our most commonly asked questions. If you cannot find what you are looking for Contact Us.

General Questions

  • How can I search for a product?

    Use the search 'filters' or 'sort' functionality to find what you're looking for. You can also find products using the free search bar at the top of all shopping pages.

  • What are the terms and conditions of use?

Ordering Process

  • Can I modify or cancel my order after placing it?

    If you want to modify an online order after purchase, we may be able to help. Call us on Tel: +44 (0) 1763 244 473 or use our contact form here. We despatch the majority of our online orders in 24 hours and will do our best to facilitate any changes.

  • Is there a minimum order value?

    We have no minimum order value, for free shipping you will need to spend £55 or more. If you are a business customer purchasing through your login your minimum order values will be advised in your T&Cs.

Pricing and Payments

  • What payment methods are accepted?

    We accept all major Credit and Debit Cards, Google Pay, Apple Pay, Shop Pay as well as PayPal. For approved business customers we also offer account facilities with invoiced payments.

  • Do you offer credit terms for business accounts?

    Credit terms can be agreed when setting up a business account. You can set up a business account via our online application, calling us on Tel: +44 (0) 1763 244 473 or using our contact from here.

Shipping and Delivery

  • What are your shipping costs and delivery times?

  • Do you ship internationally?

  • How can I track my order?

    For non-business orders, once you place an order, you will be sent an email confirmation, which will advise you of your order number. You will then be sent another email once your order has despatched from our warehouse. Here will feature a tracking number which you can use to track the status of your delivery.

  • I live in the EU will I have to pay duty on my shipments?

    We offer duty and tax free shipping options for EU customers, as well as a dedicated EU webshop.

Returns and Refunds

  • What is your return policy?

    We want you to be happy with your Urban Bar purchase, if you are not satisfied please contact our team on +44 (0) 1763 244 473 or email admin@urbanbar.com and we will do everything we can to make it right. You can review our returns policy here.

  • How are refunds processed?

    Refunds will be processed back to the original payment method. This will be done instantly but depending on the bank and card provider it may take up to 14 days to appear back in your account. You will receive an email from us confirming when this has taken place.

Account Management

  • How do I create an account?

    You can create either a personal account or a business account by going here.

  • What are the benefits of having an account?

    For personal customers, an account means a faster checkout and full order history. For business customers, it means, as well as a faster checkout and order history, the ability to view personalised pricing and place orders. To set up a business account you will already need to have a trade account and signed T&Cs with Urban Bar.

  • I forgot my password, how can I reset it?

    If you've forgotten your password, go to our password reset page and follow the instructions.

Customer Support

  • How can I contact customer service?

    Call us on Tel: +44 (0) 1763 244 473 or use our contact form here. Our telephone hours are 09:00 - 17:00 UK time Monday to Friday. We also have live chat available 09:00 - 17:00 UK time Monday to Friday.

  • Do you offer bulk order discounts?

    Yes, and our customer service team are happy to advise further. Either call us on Tel: +44 (0) 1763 244 473 or use our contact from here.

  • Do you have a physical store or showroom?

    We have no physical stores or showrooms open to the public however if you are looking to view a particular range or collection you can contact us and we will direct you to one of our partners who may have the products available for viewing. If you are a business customer you can also contact us to arrange samples or a visit from one of our external sales team.

Gift Cards

  • How do gift cards work?

    Our gift cards are available in various amounts and can be claimed directly on our online shop. Buy gift cards here.

  • When will I receive my gift card?

    Gift cards are no longer sent by post. You will receive your gift card and code electronically immediately after your purchase. If you want a physical card, this can be arranged. Please email us at admin@urbanbar.com with your order number and we will create a physical card.

  • What format is my gift card?

    We have recently updated how we send out our gift cards. All gift cards are now sent directly to you after your purchase meaning you can use them instantly!

Product Selection and Guidance

  • How do I choose the right glassware for my needs?

    Each product has a detailed product description as well as specifications. If you would like to understand more, call us on Tel: +44 (0) 1763 244 473 or use our contact form here. Our telephone hours are 09:00 - 17:00 UK time Monday to Friday. We also have live chat available 09:00 - 17:00 UK time Monday to Friday.

  • Can you recommend barware for a home bar?

    Many of our blog posts help our personal customers choose ideal glass and barware for their homes. Learn more here. You can also check out our Instagram for inspiration on some of the latest trends.

  • How do I select products for my business?

    All of our products are suitable for home and business use. We are committed to ensuring all products we develop can withstand a busy service and heavy use behind a bar. If you want any further product guidance you can contact us.

  • Are there eco-friendly glassware options?

    We are proud to have been carbon neutral since 2017 offsetting 125% of our CO2e Carbon Footprint and contributing to several projects in the developing world which support a variety of social benefits locally. All of our products are independently verified and their carbon footprint is offset. Our products are designed with sustainability at their heart. Learn more.

  • Are your products food safety tested?

    Yes all products we sell are food safety tested for the market/s we sell into. If there is a particular food safety test you require please contact us to discuss. Due to the massive variety of worldwide testing available we do not as standard have certificates for all regulations in all global markets.

  • How can I create a personalised barware set?

    Many of our products can be engraved to add personalisation. Use the 'filter' to locate our engravable products or check out our dedicated personalisation section here.

  • Do you have gift guides for glassware and barware?

    Our products make ideal gifts, some are available in their own premium gift boxes. Browse our dedicated gift pages here.

  • How can I keep up with your latest product releases and articles?

    Follow us on Instagram here for all the latest inspiration or Sign-up to our e-mail newsletters to be the first to receive the latest updates on our new products. Business customers, follow us on LinkedIn.

  • Do you feature customer stories or showcase how your products are used?

    We often feature our customers' social media posts on our Instagram feed. Follow us here.