Customer Service & Complaints

Last updated: 16 August 2026

If we get something wrong, we want to hear about it and fix it. This is how to reach us and what to expect.

How to reach us

Email is the fastest route: support@urbanfarmly.com. You can also call us on +1 856 296 8839 during business hours, or use the form on our Contact page.

Please include your order number in any message about an order — it lets us answer in one reply instead of three.

Our response times

Acknowledgement: within 1 business day
Full response to a general enquiry: within 2 business days
Formal complaint — first substantive reply: within 5 business days
Formal complaint — resolution or a written explanation of the delay: within 15 business days

Making a formal complaint

Put "COMPLAINT" in the subject line and tell us:

Your order number and the date of the order
What happened, in sequence
What has already been discussed with us, if anything
What outcome you are looking for

How we handle it

We acknowledge your complaint and give you a reference.
A member of the team reviews the order, the correspondence and any carrier or supplier records.
We tell you our findings and the remedy we propose — repair, replacement, refund, or an explanation of why we do not agree.
If you are not satisfied, ask for it to be escalated and it will be reviewed again by someone who was not involved the first time.

Your rights are unaffected

Using this complaints process does not limit your legal rights, and does not stop you from pursuing a claim through your card issuer or through the courts. UK and EU consumers keep their statutory rights in full — see our Terms & Conditions.

Before you raise a card dispute

If you do not recognise a charge, please contact us with the order number first. Statement descriptors are set by our payment provider and may not read exactly as "UrbanFarmly" — we can identify any charge for you immediately, usually faster than a bank dispute would resolve it.