All Urban LivingPicture products are “Bespoke items” – that means your Urban LivingPicture will be manufactured specifically for you, including both your choice of frame and planting.
All Urban LivingPicture products are delivered either by our own Delivery Team (generally within the M25) or by an independent courier, and the charges depend upon delivery address. As you enter your order, you will be able to add your delivery address and then our system will calculate the appropriate delivery charge. We deliver only within the UK.
As all Urban LivingPicture products are “Bespoke”, and you will have already seen the anticipated delivery time in approximately two weeks. We will keep you informed as to the progress of manufacture of your Urban LivingPicture – very occasionally, circumstances beyond our control can delay this date, and we cannot accept liability for any loss or inconvenience that may result from the delay. Once your Urban LivingPicture is ready for dispatch, we will contact you to arrange a suitable day and time. If our own Delivery Team is bringing your Urban LivingPicture to you, we deliver Monday to Friday and can book slots for either morning or afternoon. We will call you on the morning of delivery to advise you of an estimated time of arrival. Our Delivery Team will deliver your Urban LivingPicture to the room of your choice (providing access is suitable, see below) and remove all packaging. You will then be asked to sign our Proof of Delivery note, accepting the goods. If someone else is accepting delivery on your behalf, it is very important that they are fully aware of the product details. If we have agreed a delivery date and slot, and you are out when we arrive, we can reschedule a delivery for the next available date, although there will be a charge for the subsequent delivery. If delivery is being made by an independent courier, we will give you the tracking details so you can monitor the progress of your delivery.
It is your responsibility to ensure that the items you order can be delivered into your property and that there is safe and reasonable access from the public highway to the place of delivery. If either our own Delivery Team or independent courier consider that the access is unsafe then we will not deliver the goods until safe access is provided. If you have any doubts that the items will fit up stairways, through doors or any awkward or restrictive spaces, please ask us for advice.
If you have selected that you wish your Urban LivingPicture to be installed (this is generally available to customers living within the M25), our Delivery Team will also do this for you. Whilst every care will be taken to ensure a trouble-free installation, we do not accept responsibility for accidental damage to your property or to cables and pipes buried under the surface of the wall chosen for installation, and nor can we guarantee that your wall is structurally sound to accept the weight of a Urban LivingPicture. Our Delivery Team will be able to install your Urban LivingPicture on most walls up to 3m in height and from a level surface. Please let us know if the position of your Urban LivingPicture is higher than 3m or not on a level surface (for example in a staircase) as they will need to bring special access equipment. There will be a charge for this. In rare circumstances if our Delivery Team feel that they are unable to carry out a safe installation of your Urban LivingPicture, we will offer you a full refund (see our Returns information).