Are you unhappy with your product?

If, for whatever reason you are not happy with your Urban Apothecary online purchase, we will gladly issue a full refund, to the original credit card, for any unopened merchandise that is returned to us within 14 days from the date of purchase.

Please note that we cannot offer exchanges or refunds on any opened or used products. This does not affect your statutory rights. 

We are unable to accept returns for items purchased from our stockists. You will need to contact them directly to arrange your return or exchange.

The first step is to let us know

Please email customerservice@urbanapothecarylondon.com or get in touch via our Contact page with all the details regarding your request. If you choose to call, our number will cost no more than a national rate call. If you have inclusive minutes this also applies to calls from any UK mobile, fixed line or payphone.

Returns Process

Please obtain proof of posting, as we may not be able to process your refund or replacement in the rare event that your package is lost in transit. Send your returned items to:

Urban Apothecary Limited
Unit 12, Park Farm Industrial Estate
Billesdon
Leicestershire
LE7 9FN

Please allow 7 days from the day you return your package for your refund request to be processed. 

What to do if your product is faulty

While we take every measure to ensure all our products look and perform as they should, if you feel this is not the case, contact us immediately so we can help.

The first step is to let us know

Please email customerservice@urbanapothecarylondon.com or get in touch via our Contact page with all the details regarding the product. If you choose to call, our number will cost no more than a national rate call. If you have inclusive minutes this also applies to calls from any UK mobile, fixed line or payphone.

You will need to return the product so that our Quality Control team can assess the problem. We will not hesitate to replace or refund a faulty product alongside any postage costs.

Returns Process

Please obtain proof of posting, as we may not be able to process your refund or replacement in the rare event that your package is lost in transit. Send your returned items to:

Urban Apothecary Limited
Unit 12, Park Farm Industrial Estate
Billesdon
Leicestershire
LE7 9FN

Please allow 7 days from the day you return your package for your product to be reviewed by our team. We will get back to you as soon as we can.