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?
For UK orders, production is typically estimated at 2–5 business days and transit at 3–5 business days. Most UK orders therefore arrive in approximately 5–10 business days. These are estimates, not guaranteed delivery dates. The product, destination, order size, production location and carrier network can affect timing.
How much is UK shipping?
Standard UK shipping is £4.99 for orders below £50 and free for orders of £50 or more. The shipping charge shown at checkout is the final charge for the selected service.
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. Our Refund Policy provides a 30-day return request window for eligible standard catalogue items, in addition to your statutory rights. Contact us before sending anything back so we can provide instructions.
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.