Account Security & Fraud Prevention

Last updated: 16 August 2026

How we protect your order and your account, and what we will never ask you for.

How we protect your data in transit

The whole site is served over an encrypted HTTPS connection. Payment details are entered on a secure page and passed directly to our PCI-DSS compliant payment providers — UrbanFarmly never sees or stores your full card number, expiry date or security code. See Payment Methods & Security.

Fraud screening

Orders are screened for signs of fraud, such as a mismatch between billing and delivery details or an unusual ordering pattern. Where an order is flagged we may:

Ask you to confirm details we already hold
Delay dispatch until the order is verified
Cancel and refund the order in full if we cannot verify it

This occasionally inconveniences a genuine customer. If your order is held, contact us and we will resolve it quickly.

What we will never do

We will never email, call or message you to ask for your full card number, CVV, PIN or online banking password.
We will never ask you to pay by bank transfer, cryptocurrency, gift card or voucher.
We will never ask you to pay a "release fee" or "customs deposit" directly to us — genuine import charges are collected by the carrier or customs authority. See International Orders, Duties & Import Taxes.

If you receive a message claiming to be from us and asking for any of these, it is not from us. Forward it to support@urbanfarmly.com and do not reply to it.

Recognising a genuine message from us

Our emails come from an @urbanfarmly.com address and reference a real order number. Check the sender address carefully — lookalike domains with an extra or missing letter are the most common trick. When in doubt, do not click the link: come to urbanfarmly.com directly and contact us.

Your account

Use a strong, unique password that you do not use anywhere else.
Do not share your login. You are responsible for activity under your account.
Tell us immediately at support@urbanfarmly.com if you think your account has been accessed by someone else, and change your password.

Unrecognised charge

Contact us with the date and amount before raising a bank dispute. Statement descriptors are set by our payment provider and may not read exactly as "UrbanFarmly" — we can identify the charge for you straight away. If it turns out not to be yours, tell your bank immediately.