2. About Us
‘Home is where the heart is’, sang Elvis, and who are we to disagree. When the founders
(Ashish and Rajiv) were trying to set up their homes in Bangalore, they spent a lot of effort
trying to get quality furniture and home decor. Conversations with friends gave one clear
message – there is a big need for good quality, well-designed, competitively priced and
dependable furniture. Indian home-makers are looking for a solution that could help them
make beautiful homes, without too much hassle. Existing brands were either poor on quality
and service or too highly priced.
Wondering if there could be a better solution, the founders spent close to 6 months
understanding the very basics of the furniture industry and the home décor space, from the
raw materials stage through the entire manufacturing process to packaging and shipping the
products across India. After some intense planning, trials and discussions with the best
manufacturers across India and the world, and hundreds of consumer interviews, the founders
narrowed down on a solution that could get distinctive products, manufactured well at prices
that consumers would find practical.
And thus was born the journey of Urban Ladder. We present to you our solution which we will
strive to improve every single day of our lives.
Our vision is to set global benchmarks for distinctive products, consumer experiences and
honest best practices.
3. Our Values
Customer obsession: We will consistently strive to ensure that our customers are delighted at
the end of every little interaction with us. We are all ears to any feedback that can help improve
every interaction.
Honesty and transparency: What we know and what we do is out there. We place a premium
on sharing information honestly with all stakeholders.
Excellence in every small thing we do: We indulge in attention to detail at every step of our
journey. Hundreds of such small steps ensure that every customer gets great furniture and
great service.
4. Company
Urban Ladder is a curated online furniture seller in Bangalore, India. The company offers a
range of products such as beds, sofas, wardrobes, and dining among other furniture categories.
Urban Ladder is present in 7 cities across India.
They offers a unique selection of stylish, contemporary, and chic furniture online. Our online
furniture range includes sofas, beds dining tables, TV units, wardrobes, dressers, and a lot more.
All our furniture is available online at www.urbanladder.com. Buying furniture online is
convenient and allows you to browse as many products as you like, across categories, access
new designs as soon as they're available, and compare prices. As an online furniture company
we know how important service is and just like our products, we pay attention to every detail of
your orders and requests.
Founded: 2012
Founders: Ashish Goel, Rajiv Srivatsa
13. Shipping & Delivery FAQs
Do you ship to my city and location?
For a superlative customer experience, we have decided to deliver each product personally. We
currently deliver in Bangalore, Mumbai, Delhi/NCR, Chennai, Pune, Hyderabad, Ahmedabad &
Gandhinagar. We are coming to other cities very soon and will keep you posted!
What is the estimated delivery time?
Products are typically dispatched within a day of order confirmation. All the products are
transported and delivered using the Urban Ladder delivery network. While we try to ensure
that the product reaches you within the delivery time communicated, exigencies may delay the
delivery. In such cases, please do not worry. Get in touch with us for the latest update on your
shipment if we have already not gotten in touch with you. For pre-orders, the estimated
delivery time is 12 - 15 days starting from the day of shipping. The day of shipping is indicated
on your product page at the time of order. Please note that we will NOT be able to ship pre-
orders earlier than the indicated time.
14. Shipping & Delivery FAQs
Are there any shipping charges or any additional hidden charges?
No, shipments are free of charge. Any additional charges like Octroi, entry taxes are paid for by
the sellers. When you enter a pin-code in the address field while ordering a product, the system
will indicate whether we ship to your pin-code or not.
How do I track my order?
We try our best to deliver your product before you can even think 'Where is it now?' :) i.e. well
within 10 days of your order (or 10 days of the promised shipment date in the case of pre-
orders). In a few cases however, we take closer to our promised 12 - 15 days for delivery. In
such cases, we proactively call / email the customer to inform them of the status of their
product and where it is in transit. In the rare case when you have not received any
communication from us for 10 days after order (or 10 days after promised shipment date in the
case of pre-orders) do give us a call at our customer care number or email us at
hello@urbanladder.com. Currently there is no online mechanism to check the status of your
order.
15. Shipping & Delivery FAQs
What should I check when the product is delivered to me?
Please check for all the following items when the product is delivered to you:
- Please check on all external surfaces across the product for any breakages, cracks, chip-offs,
unfinished patches, or borer / insect infestations
- In case there is some dust or a lack of shine, our team will be able to fix this immediately by
applying a coat of wood polish or by rubbing the surface with a cloth; this is an accepted
industry-standard method for cleaning the surface / polishing it
- For all products that involve assembly, please ensure that the delivery team assembles the
product so you are sure that all nuts and bolts are present and they fit well
- For all products that require wall installation, kindly decide prior to the delivery team's visit
on the exact location in your house where you would want to place your product, and instruct
the delivery team to fix the product; please ensure that you have taken all necessary approvals
prior for any drilling etc. that may be required to fix wall items in your apartment / home
16. Shipping & Delivery FAQs
- For all products kept on the floor, ensure that the product stands steady and straight. In case
there is an uneven leg (less than 5 mm difference), then our team will install bushes at the foot
of that leg to balance the product better; in case the uneven leg is more than 5 mm, then we
will take the item back to provide a replacement (or a repair) based on extent of change
needed
- For all seating products, kindly sit on the item to ensure that the structure is stable with your
weight on it
- Currently we make sure that the internal areas of storage products are well finished to not
have any loose pieces / splinters to hurt your arms; however the extent of polish of internal
areas may not match with the extent of polish on external areas
- Wood has natural qualities such as differing grain patterns, minimal stain differences and
small knots - small knots which structurally don't impact the product will be fully filled with
putty and polished to make sure that they don't hamper the product; knots that alter structural
stability of the product would be rejected at the quality control stage; differing grain patterns
and stain differences are generally acceptable on hard wood products
17. Shipping & Delivery FAQs
- Hard wood products may expand a small extent during the summer months because of
which some drawers may get stuck! There is nothing to worry on this front - if you give a call to
our customer care team, our after-sales service team will come and minimize the expansion
effect by sanding (using sand paper) on the sides of the product
Once the product is delivered and our delivery team leaves your location, we will be able to
only honor manufacturing defects and other fair usage breakages as described by the warranty
policy.
What if I have received a damaged product?
We work with sellers who have highly specialized quality control measures that ensure that the
product is up to our standards when you receive the product. In case, you receive a damaged
product (damage as defined by the situations in the prior question), please bring it to the notice
of the delivery personnel immediately. In case you notice an issue later, please get in touch with
us on our customer care number or write to us at hello@urbanladder.com.
Our team will assess the damage and revert within 1-2 days with a solution. We will either
replace the piece or take any other corrective measure to solve the problem.
18. Shipping & Delivery FAQs
What if I do not like the product or cannot take delivery of my order? Can I cancel the order?
We, at Urban Ladder, work to ensure that you get what you see on our website. We do not
offer exchanges (unless the product was damaged on arrival and we are unable to replace the
item) and refunds for order cancellations.
In the rare case when you absolutely don't like the product or don't have the space to keep it or
have some unforeseen circumstances that make you cancel the order, you have to raise the
same at the time of delivery. The following restocking fees are applicable:
For products priced less than Rs. 10000 (other than sofas)
- In case you want to exchange the item for a different product that is priced lesser by more
than Rs. 500, then there is no additional charge but no money will be returned
- In case you want to exchange the item for a different product that is priced up to Rs. 500
lesser than the current item, then an additional charge of Rs. 500 less the differential price
between two items will be levied
- In case you want to exchange the item for a product that is priced equal to or more than the
current product, then an additional charge of Rs. 500 plus the differential price will be levied
- In case you absolutely want to cancel your order and don't want any other products, then a
cancellation charge of Rs. 1000 will be levied against your order
19. Shipping & Delivery FAQs
For products priced above Rs. 10000 (other than sofas)
- In case you want to exchange the item for a different product that is priced lesser by more
than Rs. 1000, then there is no additional charge but no money will be returned
- In case you want to exchange the item for a different product that is priced up to Rs. 1000
lesser than the current item, then an additional charge of Rs. 1000 less the differential price
between two items will be levied
- In case you want to exchange the item for a product that is priced equal to or more than the
current product, then an additional charge of Rs. 1000 plus the differential price will be levied
- In case you absolutely want to cancel your order and don't want any other products, then a
cancellation charge of Rs. 2000 will be levied against your order
20. Shipping & Delivery FAQs
For Sofas: We manufacture sofas against a particular order that you have placed, and hence ask
you to prepay 20% of the cost; we cannot offer exchanges or cancellations of any kind on sofas.
FOR ALL PRODUCTS: Once we have delivered the product and left the customer's premises, we
will NOT be able to accommodate any cancellation or change requests (other than as covered
by the 1 year service warranty). We request the customer to personally be present during
delivery to ensure that they check the furniture at the time of delivery. Our delivery staff will
assist the customers with any questions they have.
21. Terms of Use
These terms and conditions of use ("Terms of Use" or “Terms”) of the website
www.urbanladder.com and instances thereof (“Website”) between URBAN LADDER HOME
DÉCOR SOLUTIONS PRIVATE LIMITED, a company incorporated under the Companies Act, 1956,
(“Company” or “Urban Ladder” and its successors and assigns) and the users of the Website
("You" or "Your" or "Yourself" or "User") describe the terms on which the Company offers You
access to the Website.
PLEASE READ THE TERMS CAREFULLY BEFORE USING OR ACCESSING ANY MATERIAL,
INFORMATION OR SERVICES THROUGH THE WEBSITE. YOUR USE OF THE WEBSITE OR THE
SERVICES PROVIDED BY THE WEBSITE SHALL SIGNIFY YOUR ACCEPTANCE OF THE TERMS AND
YOUR AGREEMENT TO BE LEGALLY BOUND BY THE SAME.
