Products and ordering
What products do you sell?
Our active catalogue focuses on graphic T-shirts for women, men and unisex styles. The product page shows the available sizes, colours, materials, fit and care information for each style.
Are your T-shirts personalised?
Most items are standard catalogue designs and are not personalised by the customer. If a product offers custom text, an uploaded image or another personalisation option, this will be clearly stated on that product page before purchase.
How are orders made?
Orders are produced on demand through our production partner, Gelato. Production begins after an order is confirmed. The production location may vary based on the product, delivery destination and network capacity.
Can I change or cancel an order?
Contact us immediately. We will try to stop or amend the order before it is sent to production, but this is not always possible. If production has already started, we will explain the available options. Your statutory rights and the rights described in our Refund Policy are not affected.
Payment
Which payment methods do you accept?
The payment methods currently available to you are displayed at checkout. Availability can depend on your device, location and the payment settings active at the time of purchase.
Which currency is used?
Store prices and payments are shown in British pounds sterling (GBP) unless Shopify displays a supported local currency for your market.
Production, shipping and tracking
How long will my order take?
Many UK orders are estimated to arrive within approximately 5–10 business days after confirmation, including made-to-order production and transit. This is an estimate, not a guaranteed delivery date. Timing can vary by product, destination, order size, production location, network capacity and carrier conditions. Any order-specific estimate provided at checkout or in an order update should be used for that order.
How much is UK shipping?
For current United Kingdom T-shirt orders, the standard shipping charge is £2.80 per order. The final shipping charge is displayed at checkout before payment. If our shipping configuration changes, the updated charge shown at checkout will apply.
Will I receive tracking?
Where tracking is available, it is sent by email after dispatch. You can also use our Track Your Order page.
Do you ship internationally?
Available delivery countries, methods and charges are shown at checkout. International orders may be subject to local import duties or taxes where they are not collected at checkout.
Returns and order problems
Can I return a standard T-shirt?
Yes. For most eligible online purchases, a UK consumer may tell us that they wish to cancel within 14 days after delivery and then has a further 14 days to return the item. Contact us before sending anything back so that we can provide written return instructions. This is separate from the 30-day reporting period requested for Gelato production-quality or damage claims.
What about personalised or custom-made items?
Change-of-mind cancellation rights may not apply to goods made to your specifications or clearly personalised. Faulty, damaged, incorrect or misdescribed personalised items are still covered by applicable consumer rights.
What if my order arrives damaged, defective or incorrect?
Contact us as soon as possible with your order number and clear photos of the item, packaging and shipping label. Reporting a production issue within 30 days helps us investigate it with our production partner; this request does not limit your statutory rights.
How are refunds paid?
Approved refunds are issued to the original payment method. Timing is explained in our Refund Policy and can also depend on the payment provider.
Contact
Email info@urbanpalmtrees.com or call +44 7976 953179. Support hours are Monday–Friday, 9:00 AM–6:00 PM (UK local time). We aim to respond within one business day.