HELP CENTER
Everything You Need to Know
ARE YOU A SUSTAINABLE BRAND?
At Urban Wood, we take our responsibility to the natural world seriously. We source our wood in line with FSC, PEFC and CITES. Where possible, wood is reclaimed or sourced locally. We use verified supply chains to source exotic woods, and work with timber processed by TCT Dalmann, who produce all their stock using the principles of sustainable forest management.
We use only natural finishes on our products. Whilst we sometimes used mixed media, and may incorporate leather or metal into our work, we explicitly do not use plastic-based materials such as resin. Use of such materials often results in significant amounts of waste, and even eco-friendly resins can take a considerable period of time to fully biodegrade.
All of our product packaging is both recycled and recyclable. Where possible, we use wood shavings – a natural by-product of woodturning – as packing material when shipping our products. All waste wood products are recycled, reused, composted, used as animal bedding, or to fire pottery kilns.
HOW DO I CARE FOR MY PRODUCT?
Our products have a variety of finishes applied to them, carefully chosen based upon the wood, its intended purpose, and how it will complement the piece. We use both oils, which penetrate the wood and provide a durable, water-repellent coating, and waxes, which result in a glossier finish. We apply multiple coats of both, allowing them to cure fully between reapplications, and the majority of our finishes are food-safe.
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Wood is a porous material and responds to the environment in which it has been placed. It is normal for wooden forms to warp or for the shape to change slightly, particularly when there are knots, cracks, or inclusions within the piece. This cannot be prevented; indeed, it is in wood’s nature to adapt to its environment, and we would encourage you to embrace its natural tendency to warp.
Nevertheless, there are things you can do to protect your wooden item and to maintain its finish. Never put your item in the dishwasher or submerge it in water as this can cause cracking and other damage to the wood. A wipe with a damp cloth should be sufficient to keep it clean. Utility items, such as salad bowls and plates, may benefit from a light reapplication of a food-safe oil, such as mineral oil, every 6-12 months.
If you want to maintain the integrity of your piece for as long as possible, ensure you protect it from knocks, scuffs and scratches and avoid exposure to liquids and heat. Avoid exposing your piece to strong light as this can cause wood to fade or darken over time, but do note that some fading or darkening is normal and cannot necessarily be prevented. Particular foods can often leave stains or marks on some woods, so be careful not to let your piece come into contact with foods known to stain easily.
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With reasonable care, your piece should last a lifetime or more.
WHAT ARE YOUR TERMS & CONDITIONS?
Use of and the sale and purchase of products from the Urban Wood website are governed by the Terms and Conditions as detailed on this page. By browsing and using our website, you are agreeing to be subject to these terms and conditions.
ORDERING
No contract for the sale of any product will exist between you and Urban Wood until we accept your order by way of confirmation email. This will detail products ordered, payment method and cost. You must check that all details are correct and contact us as soon as possible if they are not.
All orders are subject to availability. We aim to ensure all products are in stock, however, on occasion our products will be made to order so delivery may take slightly longer. If this is the case, we will give you a confirmed delivery date on your order confirmation email.
Representation of all of our products is done as accurately as possible via images and description. Dimensions are a guide only, however, differences will be minimal and generally no more than +/-5mm. Please note that wood is a natural material and some degree of movement is normal, particularly when items are subject to heat or humidity.
PAYMENT
Prices shown are in UK sterling and include VAT at the prevailing rate, where applicable. We do not store credit card details and your credit card transactions are secure. All on-line orders are encrypted and sent through our secure server, using SSL technology to prevent information from being intercepted.
DELIVERY
We aim to ship all orders within 5 working days of receipt. In the event of any delay we will contact you to advise of the shipping date. We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order. It is your responsibility to ensure that the delivery address you give us is correct and accurate and that there is somebody to sign for and take delivery of the goods from the delivery service used. Please be aware that we ship from the UK. All orders are delivered using FedEx or an equivalent tracked service. International customers are responsible for any customs charges set by their own country.
RETURNS
We hope that you will be very happy with your purchase from Urban Wood but we understand that occasionally you may wish to return an item and seek a refund. If this is the case you need to let us know in writing no longer than 10 working days from the date on which you received the products.
INTELLECTUAL PROPERTY RIGHTS
All aspects of this website including but not limited to product designs, images, text and graphics are owned by Atlas Psychological Consulting Ltd, t/a Urban Wood. These may not be copied, reproduced, published, transmitted, stored or altered in any way without prior written permission.
