Urban Ladder Support Center

When you don’t like something the moment you see it, Urban Ladder will take it back! You can cancel an order either before it reaches your home, or on the spot during the delivery process. Urban Ladder will refund the full amount back to you. However, Urban Ladder is unable to take cancellation requests after product delivery.

1. For Credit Cards keep your card which has the details of card holder name, number, CVV and expiry date. Apart from this you also need to have your 3D secure password / OAC. 
2. For Debit Cards keep your card which has the details of card holder name, number, CVV and expiry date. You will be redirected to the bank site for 3D secure authorization. So keep your OAC or IPIN handy as well.
3. For Net Banking you need to keep your account number as well as your IPIN handy.

Absolutely. Shopping with Urban Ladder is completely safe. Transactions with Urban Ladder are via the payment gateway PayU, which is both VeriSign Secured® as well as PCI compliant. 

The VeriSign Secured® Seal is the most trusted security mark on the Internet. PCI stands for Payment Card Industry and PayU is compliant with the global information security standards defined for organizations which handle cardholder information. Be assured that your card or account information is encrypted as it travels over the Internet making it well and truly safe.

Urbanladder.com does not collect or store your account information at all. 

Your transaction is authorized at multiple points, first by PayU and subsequently by Visa/Mastercard/American Express/Banks directly without any information passing through Urban Ladder. However Urban Ladder monitor and review transactions on an on-going basis, to identify potentially fraudulent situations and take immediate corrective steps to mitigate/limit any damage caused/likely to be caused from the same.

1. During the payment process using netbanking you may be redirected to your bank website. Once your transaction is completed you will be brought back to the Urban Ladder website with your order details which you can keep a copy of. 
2. Never press the browser back button when the transaction is still currently being done.

The Urban Ladder team will never request you to share any of your payment details over email or over phone. The only time when you may be asked for your 16 digit card number is if you apply for a loan with Bajaj Finance Limited.

Transactions could fail due to multiple reasons. Please check for the following: 

Information passed on to payment gateway is accurate i.e.: account details, billing address, password (for net banking)

Your Internet connection is not disrupted in the process

If your account has been debited after a payment failure, it will be rolled back within 7 working days. Please direct all questions and further clarifications regarding the above statement to hello@urbanladder.com.

You can buy an Urban Ladder product with EMIs using the following two options: 

1. EMI on Credit Cards.
2. Interest Free Financing by Bajaj Finance Limited.

At Urban Ladder you can shop with any of the following options 

On website:

1. Visa, Mastercard and American Express Credit Cards.
2. Debit card for more than 50 banks.
3. Credit Card EMIs (Kotak, SBI, Axis, ICICI, HDFC, Citibank)
4. Urban Ladder currently support Net banking for 32 banks including all major banks like ICICI, HDFC, Citibank, SBI, Axis etc.
5. Interest free EMI loan from Bajaj Finance Limited
6. Wallets (Amazon Pay, UPI etc.)

At the time of delivery:

1. Card on delivery with option to convert your payment into EMI for Credit Cards issued by Kotak, Axis, ICICI, HDFC, Citibank.
2. Cash on delivery (for orders up to Rs. 25000)

Do note that at this point, Urban Ladder is unable to accept international cards owing to certain unavoidable reasons. Please contact customer service team to assist you in case you have only international cards.

Urban Ladder currently offer 2 kinds of exchange programs, both in a tie-up with Gozefo and Quikr.

No! There are no delivery or installation charges as long as you are in one of Urban Ladder's serviceable cities/pincodes. Delivery, installation and clean up after the delivery process is on Urban Ladder. Go ahead and fearlessly order away.

Interesting! Urban Ladder would love to hear from you to see how their products can improve. However, at this point, Urban Ladder are unable to offer customization of any of their products. Really sorry about that!

Urban Ladder would love for you to try out, see what Urban Ladder have to offer, order from Urban Ladder, experience the joy of seeing a beautifully crafted product at your home before Urban Ladder give you a discount to buy something from Urban Ladder. So, Urban Ladder don’t have a first time customer discount. 

At Urban Ladder, Urban Ladder stand by their products and our service and are proud of the value Urban Ladder provide to a customer. Post your first order, you will automatically be eligible for referral program which is highly rewarding and popular.

Here are all the warranty details : 

For products made of wood (solid wood or otherwise) :

1. A year’s warranty on any manufacturing defects.
2. Lifetime warranty in case of a rare occurrence of borers in your solid wood furniture. Borers are tiny insects that feed on the wood, usually come from the wood itself. If you see white powder around your furniture, just contact Urban Ladder and Urban Ladder will help.

For our sofas :

1. A 3-year warranty on the sofa structure
2. 2-year warranty on the cushions against any manufacturing defects. Normal usage or normal wear and tear isn’t covered under warranty. With sofas, the cushions do get softer over time and will conform to the shape of the user, or the position the user sits in. Fibre-filled backs and arm rests will flatten with time. Urban Ladder also do not offer any warranty on upholstery for sofas.

For a superlative customer experience, Urban Ladder has decided to deliver each product personally. 

Urban Ladder currently deliver in Ahmedabad, Gandhinagar, Bangalore, Ambala, Panchkula, Chandigarh, Coimbatore, Mohali, Chennai, Delhi, Gurgaon, Faridabad, Ghaziabad, Noida, Greater Noida, Hyderabad, Secunderabad, Jaipur, Kochi, Kolkata, Howrah, Mangalore, Mumbai, Thane, Navi Mumbai, Pune, Surat, Vadodara, Visakhapatnam, Ludhiana, Anand, Bharuch , Ankleshwar, Sanand, Changodar, Lavasa, Nashik, Mysuru, Vijayawada, Amravathi and Guntur.

Urban Ladder is coming to other cities very soon and will keep you posted!