There could be a number of reasons why you are having trouble signing into your account. There are a couple of things you can try to sign in:

1. Make sure you are using your correct login details. Your login email is usually the email you’ve received notices from us previously.
2. Reset your password; you can do this by clicking on reset password on login page. 
3. If the above steps do not work for you, contact our team at accounts@weareurbanground.com with your full name, address and any details of your current or previous orders.

You can find up-to-date tracking information for your order by going to your orders under your account. 

Below is a little break down of what the different statuses mean:

Order placed: Your order has been received by the boutique

Waiting for collection: Your item has been packed by the boutique and is waiting a courier collection.

Dispatched: Your item is now with the courier and on its way to you!

In the event that your order has been processed more than once, please let us know via our contact form as soon as possible, so we can do our best to cancel it.

Should the order have already been dispatched, we can provide a Free Returns service to return the duplicated order.

Head to the checkout as usual, enter your promotional or discount code in the code box, found within the cart. 

We are not able to apply a discount code to an order once it is completed so please make sure you have applied the code prior to confirming your order at Checkout. 

If you are having problems with your discount code please ensure it is still valid.

Our local brands will be preparing your order for dispatch so please contact us  as soon as possible to cancel or make any changes to an order – please note some brands do not allow cancellations once on its way or returns. Read for more under product information.

We’re very sorry to hear this has happened. Please contact us and our Support team will resolve this for you as quickly as possible! 

Once you have found the item you were searching for, simply add it to your basket. If you have finished browsing and want to checkout, click the basket logo in the top right.

This will take you to the Checkout process where you can enter your delivery information.

When you have completed this section you will then be prompted to fill out your payment information. Once that is done, you can review then place your order.

You should receive a confirmation email shortly after. In any case, you can always go back your account and see your orders by logging into your account and clicking on orders. 

If you have your order number you can check the status of your order, delivery info and contact details under your account. 

You can then check the contact details you have used to register with us. We’re unable to change email addresses on current orders, however you can see the full progress of your order by logging in above, including Tracking links to track your parcels.

If your information and email are correct, we recommend checking your spam folder in case your order confirmation has been sent there. Please add orders@weareurbanground.com to your email contacts to ensure you receive all future communications regarding your orders.

If you do not have your order number please contact the Support team with your name, email address and the products you ordered so they can send over the information you need.

All items from Urban Ground are sent directly from our independent brands. This means if you have purchased from different brands your order will be delivered in multiple parcels. You can check your confirmation email and your order details under your account, as well as Tracking links for each of your parcels.

If, however, you have been waiting a while and are still missing part of your order please contact us for assistance.