{"id":22820,"date":"2019-01-08T08:15:25","date_gmt":"2019-01-08T07:15:25","guid":{"rendered":"https:\/\/neuewebsite.urbanature.de\/faq\/"},"modified":"2026-08-27T13:55:16","modified_gmt":"2026-08-27T11:55:16","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.urbanature.de\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\n
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FAQ & Help<\/h1>\n\n\n\n

Here you can quickly find answers to questions about ordering, delivery, returns and our products.<\/p>\n\n\n\n

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\n\t\t\t\t\tBestellung & Versand<\/span>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t<\/div><\/div><\/div>\n\n\n\n
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\n\t\t\t\t\tR\u00fcckgabe & Reklamation<\/span>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t<\/div><\/div><\/div>\n\n\n\n
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\n\t\t\t\t\tPflanzen & Bew\u00e4sserung<\/span>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t<\/div><\/div><\/div>\n\n\n\n
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\n\t\t\t\t\tBikeblock & Zubeh\u00f6r<\/span>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t<\/div><\/div><\/div>\n<\/div>\n<\/div><\/div>\n\n
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Ordering & Delivery<\/h2>\n\n\n\n
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How much are the delivery charges?<\/p>\n\t\t\t

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Within Germany, delivery costs start at \u20ac6.90 for orders up to \u20ac149.99. For orders of \u20ac150 or more, we offer free delivery within Germany.<\/p>\n\n\n\n

For deliveries within Europe, delivery charges start at \u20ac12.50. Delivery within Europe is free for orders totalling \u20ac250 or more. The delivery charges applicable to your order will be shown in your basket or during the checkout process.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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How will my order be delivered?<\/p>\n\t\t\t

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Depending on the size and nature of your order, we will deliver via a parcel service, as a bulky goods consignment or via a haulage contractor. The delivery method required for your order depends on the specific product.<\/p>\n\n\n\n

In the case of goods requiring a freight forwarder or special delivery conditions, we will agree the details with you in advance.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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Can I track my order?<\/p>\n\t\t\t

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As soon as your order has left our premises, you will receive a dispatch confirmation by email. If tracking is available for your parcel, the email will also include the tracking number and a link to the courier\u2019s website.<\/p>\n\n<\/div>\n\t\t<\/div>\n<\/div><\/div>\n\n\n\n

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How long does delivery take?<\/p>\n\t\t\t

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Within Germany, delivery usually takes 1\u20135 working days. Delivery times may vary for some products. You can therefore always find the current delivery time directly on the relevant product page.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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Do you also deliver abroad?<\/p>\n\t\t\t

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Yes. As well as Germany, we also deliver to other European countries, Switzerland and other countries. Delivery charges depend on the destination country, the size and weight of your order, and will be shown to you during the ordering process.<\/p>\n\n\n\n

Please note: For deliveries outside the EU, additional customs duties, taxes or import charges may apply.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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Can I collect my order myself?<\/p>\n\t\t\t

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Collection in person may be possible by prior arrangement. Please contact us in advance at info@urbanature.de or by telephone on 034444 149334.<\/p>\n\n<\/div>\n\t\t<\/div>\n<\/div><\/div>\n<\/div>\n<\/div><\/div>\n\n

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Returns & Complaints<\/h2>\n\n\n\n
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How can I return my order?<\/p>\n\t\t\t

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You can cancel your order within 14 days of receiving the goods. Please let us know that you wish to cancel your order, ideally quoting your order number, and then return the goods to us, ensuring they are complete and securely packaged for transport.<\/p>\n\n\n\n

You can find further information in our cancellation policy<\/a>.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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Do I need the original packaging to return the item?<\/p>\n\t\t\t

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No. The original packaging is not a requirement for returns. If you still have it, you\u2019re welcome to use it. The most important thing is that the goods are complete and securely packed for transport.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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My product has been damaged or the wrong item has been delivered. What should I do?<\/p>\n\t\t\t

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Please contact our customer service<\/a> team first. It would be best if you could send us your order number and \u2013 if the item is damaged \u2013 a few photos of the item and the packaging. This will enable us to review your complaint quickly and work with you to find a suitable solution.<\/p>\n\n<\/div>\n\t\t<\/div>\n<\/div><\/div>\n\n\n\n

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Who bears the cost of returning the goods?<\/p>\n\t\t\t

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We will cover the cost of returning items within Germany. Once you have notified us of your cancellation, we will email you a free returns label. For items that cannot be sent by parcel post, we will arrange collection with you on a case-by-c<\/p>\n\n\n\n

For returns from abroad, you are responsible for the direct return costs.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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When will I receive my refund?<\/p>\n\t\t\t

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Refunds will generally be made using the same payment method you used when placing your order. We may delay the refund until we have received the goods back or you have provided proof of return.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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What should I do if part of my order is missing?<\/p>\n\t\t\t

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Please contact our customer service team<\/a> and provide your order number and details of the missing item or component. If possible, please also send us a photo of the contents of the delivery. This will enable us to quickly check what is missing and work with you to find a suitable solution.<\/p>\n\n<\/div>\n\t\t<\/div>\n<\/div><\/div>\n<\/div>\n<\/div><\/div>\n\n

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Plants & Watering<\/h2>\n\n\n\n
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How does the Urbanature irrigation system work?<\/p>\n\t\t\t

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In the Hydro variants, water is channelled directly into the water reservoir via side-mounted watering corners. A wicking basket uses capillary action to transport moisture to the root zone. This ensures that even young plants, whose roots have not yet reached the water reservoir, are supplied with water. The soil or growing medium and the water reservoir remain separate from one another.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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Can waterlogging occur in these planting systems?<\/p>\n\t\t\t

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The irrigation system is designed so that the soil or growing medium remains separate from the water reservoir and excess water can drain away in a controlled manner. This reduces the risk of waterlogging. Nevertheless, it is still important to adjust the amount of water according to the plant species, location and weather conditions, and to monitor the overflow.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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Which plants are suitable for the Urbanature planting systems?<\/p>\n\t\t\t

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This depends primarily on the location, the amount of light available, the planter and the plants\u2019 water requirements. For example, many of our balcony planting systems are suitable for herbs, lettuces, strawberries, edible flowers and compact ornamental or vegetable plants. Where possible, plants with similar water requirements should be grouped together in the same planter.<\/p>\n\n<\/div>\n\t\t<\/div>\n<\/div><\/div>\n\n\n\n

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What is the difference between Basic and Hydro?<\/p>\n\t\t\t

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The Hydro models are fitted with an irrigation system and a water reservoir, and are particularly suitable if you want to reduce the amount of watering required. With the Basic models, watering is carried out in the traditional way from above, i.e. without the full Hydro irrigation system. The features available depend on the specific planting system.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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What type of soil or growing medium can I use?<\/p>\n\t\t\t

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This depends on the specific planting system and the desired plants. Depending on the product, you can use standard potting compost, mineral-based substrates or materials such as expanded clay. When making your choice, pay particular attention to the needs of your plants and the intended method of watering.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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Can I retrofit an irrigation system at a later date?<\/p>\n\t\t\t

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This is possible with planters designed for this purpose. Urbanature offers suitable watering systems for 8- and 10-litre planters as a retrofit solution. Before ordering, check which system is compatible with your planter.<\/p>\n\n<\/div>\n\t\t<\/div>\n<\/div><\/div>\n<\/div>\n<\/div><\/div>\n\n

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Bikeblock & Accessories<\/h2>\n\n\n\n
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Welcher BIKEBLOCK passt zu meinem Fahrrad?<\/p>\n\t\t\t

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The BIKEBLOCK 2.0<\/a> is particularly suitable for lighter bikes such as road bikes, gravel bikes, city bikes and trekking bikes weighing up to around 14 kg. For heavier bikes and e-bikes, we recommend the BIKEBLOCK 3.0.<\/p>\n\n\n\n

The tyre width must be between 20 and 50 mm. The BIKEBLOCK is suitable for bicycles with 26- and 28-inch wheels.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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Is the BIKEBLOCK also suitable for e-bikes?<\/p>\n\t\t\t

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Yes. For e-bikes, we recommend the BIKEBLOCK 3.0. It is designed for heavy bicycles and e-bikes weighing up to around 30 kg and features an additional front-wheel mount.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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Can the BIKEBLOCK be left outside?<\/p>\n\t\t\t

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Yes. The BIKEBLOCK can also be used on balconies, terraces or in outdoor areas. As with other concrete surfaces, its appearance may change over time due to weathering and dirt. The concrete retains its structural integrity when used correctly.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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What accessories can I order as replacements for the BIKEBLOCK?<\/p>\n\t\t\t

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The front wheel strap for the BIKEBLOCK 2.0 is available separately. It prevents the front wheel from turning inwards unintentionally, thereby keeping the bike in a straight position.<\/p>\n\n\n\n

The front wheel mount for the BIKEBLOCK 3.0 is also available separately and can be reordered. It can be adjusted to suit different tyre widths and ensures that the front wheel remains straight and stable.<\/p>\n\n<\/div>\n\t\t<\/div>\n<\/div><\/div>\n\n\n\n

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Can I lock my bike to a BIKEBLOCK?<\/p>\n\t\t\t

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Yes. If you choose the BIKEBLOCK with a lock mount, you can secure your bike directly to the bike rack. The lock mount is suitable for compatible U-locks or cable locks.<\/p>\n\n\n\n

Please note: The BIKEBLOCK provides additional security and makes it more difficult for someone to carry or push the bike away. However, it is not a substitute for a bike rack that is firmly anchored to the ground.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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Does the BIKEBLOCK also work with mudguards?<\/p>\n\t\t\t

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Yes. The rear wheel is held in place by the BIKEBLOCK, regardless of the frame geometry. This means it can also be used with bikes that have mudguards.<\/p>\n\n<\/div>\n\t\t<\/div>\n\n

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What is the difference between BIKEBLOCK 2.0 and 3.0?<\/p>\n\t\t\t

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The BIKEBLOCK 2.0 is the compact version for lighter bikes. If necessary, the front wheel is held in place with a strap.<\/p>\n\n\n\n

The BIKEBLOCK 3.0 has been designed for heavier bicycles and e-bikes. It also features an adjustable front-wheel holder, which ensures the bike stands particularly securely and upright.<\/p>\n\n<\/div>\n\t\t<\/div>\n<\/div><\/div>\n<\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"

FAQ & Help Here you can quickly find answers to questions about ordering, delivery, returns and our products. 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