Frequently Asked Questions

What came first, the chicken or the egg? Why is the sky blue? Who let the dogs out?

There's a tonne of questions that are asked frequently.
We have rounded up the most popular, burning questions about our online shop - just to save you some time.
If you're looking for information on deliveries and returns, please click here x

When I try to log in, it says ‘invalid email address’ – even though I have signed up before?

Don’t worry, we haven’t forgotten about you – or stopped loving you. Promise. We re-launched our online shop and moved to a new platform for added security. This does mean that we needed to set you up a new password, (you can use the same email to do so) and then all should be dandy.

I'd like to buy a gift voucher (and love to know the finer details)

When & where can the vouchers get spent? The vouchers can be redeemed in any of our venues for food, booze & sleep. They can be used at any time of the day, and any day of the week. Any conditions or exclusions that may apply will be shown on the voucher
Does the voucher get posted to me? Our vouchers are digital, and we don't like wasting paper. You can electronically gift it to a friend, or just show us the code from your device when you're with us
Do I need to do anything special to spend it? No, but in the ideal world you'll tell us when you arrive in venue that you have a voucher so we can make sure it's all ready for you to spend
I don't want to spend all of my voucher in one go / How can I check how much is on the voucher? You'll receive an email when you complete the order, click VIEW and then you get your printable page. Click on the REGISTER YOUR VOUCHER link to make the magic happen. There's handy instructions to help search for your voucher too. If this isn't making sense, we're sorry. Try clicking this link to take you straight there. It will all become clear.
I'm in a proper pickle. HELP. No worries, pop a message over to shop@urbanguild.co.uk and someone will answer back ASAP. If it's Black Friday related we will try to get back to you ASAP.
How long will my voucher last for? If you have a gift voucher, it will be valid for 12 months from purchase. If you have an 'offer' such as 2 for 1 mains, or a ticket for an event like a gin night then they will be date sensitive. Expiry dates are also on the confirmation email.

I've been lucky enough to have been given a gift voucher

First of all, you have excellent taste in friends/family/employers

When & where can the vouchers get spent? The vouchers can be redeemed in any of our venues for food, booze & sleep. They can be used at any time of the day, and any day of the week. Any conditions or exclusions that may apply will be shown on the voucher
Do I need to do anything special to spend it? No, but in the ideal world you'll tell us when you arrive in venue that you have a voucher so we can make sure it's all ready for you to spend
I don't want to spend all of my voucher in one go / How can I check how much is on the voucher? If your gift has landed in your inbox, click VIEW from the email and then you get to a printable page. Click on the REGISTER YOUR VOUCHER link to make the magic happen. There's handy instructions to help search for your voucher too. If you have a paper printed voucher try clicking this link to register the voucher in your name
I'm in a proper pickle. HELP. No worries, pop a message over to shop@urbanguild.co.uk and someone will answer back
How long will my voucher last for? If you have a gift voucher, it will be valid for 12 months from original purchase. If you have an 'offer' such as 2 for 1 mains, or a ticket for an event like a gin night then they will be date sensitive. Expiry dates are also on the confirmation email.

Why am I having to click on traffic lights and street signs?

Part of the verification process that Shopify uses to make sure you’re a human requires you to complete this extra step. You’ll only need to do it once and it helps to maintain the security of everyone’s personal data stored online.

I've bought a voucher/offer/ticket and can't see one/all of my codes

You get one email per voucher purchased, so if you buy two items you will have two emails in there with your two different codes.
Sometimes, your email 'stacks' them and you can't see them, or the second may have fell into a junk or spam folder (always worth a check) Panic not, we can definitely see your purchases (thank for that by the way). If you can't see the other one, let us know and we will ensure you are looked after...

Do I have to spend all of a gift voucher in one go?

We're more than happy to see you more than once, and love it when people come back for more.
When you register your voucher (see post above about I've been lucky enough to have been given a gift voucher) your voucher will be connected on our database.
Should you come in and part redeem, your balance will automatically be transferred to your account and kept safely until your next visit)

How come I receive emails from you and yet my address is not recognised?

Yeah, we’ll admit, that does seem odd. Our emails are sent securely from MailChimp and the shop site is on a different system. They are meant to talk to each other but sometimes that link doesn’t work as it should.

I’m a Hug Club member, how come you don’t recognise me? Have we fallen out?

Nah we love you, you’re the best. It’s the computers, they don’t always talk to each other. If you register with the same email you set up your Hug Club account with though, the points balance and your voucher history will be there ready for you. If you're still struggling, pop us an email to hugs@urbanguild.co.uk and we'll help you out.

I’m a Hug Club member, how do I get the points for my online purchases?

Well helloooooo hugger! First up, just we just want to remind you that we love you as you're one of our lovely and loyal members. Have a virtual high five and hug! ✋
Your points will be added to your account once you spend them in a venue (i.e on the night of a ticketed event, or when you redeem your vouchers)

I’ve been sent an email with a discount code, but I can’t see it applied in my basket. Why?

The way our shop is set up means that discount codes are only shown AFTER you click on the big ‘check out’ button. This will take you to a payment page, where your discount will be applied before you type in those card details. It just makes it a little easier to have all the payment details on one page – plus, you can see a ‘before & after’ of how much money you’ve saved ;)

Can I check how many hug club points I have using the online shop?

Yes! You can! Just click on your profile to see your points balance and hug number if you need. (Clever Tip - If you have a few email addresses that you use, you'll need to use the one your membership is registered to for it to work. This happens. A lot.)x

Deliveries & returns

This ones a bit more complicated, so we made a whole page dedicated to it. Click here to learn more about delivery & returns questions. Hugs x

Frequently Asked Questions

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