Help Center

My Order Queries
  • What is the estimated delivery time?

    To know the tentative delivery date for your city, please enter your pincode in the Estimated Delivery Date For box available on the product page.

    Once an order is placed, we send out the estimated delivery timelines in the order confirmation email. You can subsequently track you order here.

  • How do I track my order status?

    Just use the Track Order link on the top right of the website! You will need to provide your

    1. Order Number
    2. the Phone Number you used to place the order.

    You can see the following details for each order:

    1. the order number
    2. the tentative delivery date and current tracking status of each product belonging to this order.

    Here’s a quick explanation of what each of the tracking statuses mean:

    1. Placed - This means that the order has been placed and confirmed (for pay on delivery orders)
    2. Quality Check - This means that the product(s) are through our Quality Check process, and will be dispatched soon.
    3. Dispatched - This means that the product(s) have been dispatched from our fulfillment center and are en-route to a delivery center in your city.
    4. At Delivery Center - This means that the product(s) have reached the delivery center in your city. Post this, you will get a call from our delivery team to schedule the delivery and installation.
    5. Outbound - This means that the product(s) are out for delivery and are making their way to your home!
  • I want my product early, can you help?

    We usually do deliver products much earlier than the date shown on the site.

    However, if you have a specific request, we encourage you to reach out to us via email/phone.

  • Why is my delivery date so far away?
    1. Some products may still be in the manufacturing stage, due to which delivery dates are beyond the usual 15 days.
    2. Some products like sofas that are made to order take time to be delivered.

    Usually, we don’t take as many days as specified on the site and deliver much before the promised timeline!

    However, if you have a specific date in mind, do reach out to our Customer Service Team and they will be more than happy to see if they can get your order expedited.

  • What does the current tracking ‘status’ of my order mean?

    Here’s a quick explanation of what each of the statuses mean:

    1. Placed - This means that the order has been placed and confirmed (for pay on delivery orders)
    2. Quality Check - This means that the product(s) are through our Quality Check process, and will be dispatched soon.
    3. Dispatched - This means that the product(s) have been dispatched from our fulfillment center and are en-route to a delivery center in your city.
    4. At Delivery Center - This means that the product(s) have reached the delivery center in your city. Post this, you will get a call from our delivery team to schedule the delivery and installation.
    5. Outbound - This means that the product(s) are out for delivery and are making their way to your home!

    You can track your orders here.

  • Can I take my delivery later than the date specified?

    Yes, of course! You just need to let us know in advance so we can store it safely for you. The earlier we know, the better it is :)

    In such cases, you would need to make the payment for the order in advance.

  • My item has already reached my city, what happens next?

    Once your order has reached the local delivery centre of your city, you will receive a call from our delivery planning team to schedule your delivery.

    In case you’ve ordered a set product (more than one product to form a set), our team will try to deliver them together, instead of delivering them one by one. Please do be patient with us. For instance, this process applies to our Dining Set orders, our Bedroom Set orders.

    If you’ve ordered multiple products in an order, feel free to let them know if you want them delivered separately, though we highly recommend getting all of them in one shot. Saves time, energy and helps you visualise the whole look at the same time :)

  • How can I change my phone number or my shipping address?

    Sorry, once the order is placed there will be no option to amend your shipping address, due to regulatory issues. Invoicing of order happens the moment the product reaches the ‘Dispatched’ status.

    You can change your phone number on your account by clicking on ‘Profile’ under ‘My Account’ and edit the information. You can’t change your email address on the account.

    Do reach out to us in case you want to change your email address on all our records.

  • I am relocating, can you help me with that?

    Congratulations on the move! Hope it works out smoothly for you.

    At this point, we are unable to help you with relocating your furniture for you. We realise that this is important for you, however, we currently can only deliver and install furniture at the home you live in.

  • What should I expect during the delivery process?

    Just no tension :) Our delivery planning team will call you ahead of time (usually 24 business hours in advance) to fix a schedule with you. Then, on the day of delivery, our delivery team will visit you at the appointed time to deliver your product. Within 48 hours, your product will be installed/assembled as required. Our only request would be that you take a look at the product yourself on delivery (even if it is pre-paid for) so you can take a decision on the spot about keeping the product. We will not be able to take a cancellation of the order/product once we complete the delivery and installation process successfully.

    At the end of this process, our team will clean the entire area (used during installation/assembly), and clear all the packaging material. When our team asks you for feedback, please do give us honest feedback. That goes a long way in helping us improve our service quality.

  • How will transactions on Urban Ladder appear on my Credit Card / Bank statements?

    All transactions on urbanladder.com will be under the heading of Urban Ladder Home Decor Solutions Pvt Ltd on your Credit Card / Bank statements