At Urban Merchants we pride ourselves on our service levels and strive to offer you a first-class delivery service. Our aim is always to deliver our products to you speedily making sure that they arrive in the best possible condition so you can enjoy them in the comfort of your own home.
How will you pack my order?
If your order contains any chilled, refrigerated or flash frozen products, it will be packed using frozen ice gel packs and thermal insulating materials to ensure your food items maintain their correct temperature and reach you in perfect condition. When the weather is warmer, extra ice gel packs will be used.
Please note that if you buy flash frozen products, they may arrive semi defrosted and we therefore recommend that you do not refreeze them but keep them refrigerated and use within 2-3 days.
Depending on the size of your order and choice of products, there may be occasions when we will need to ship your order as two or more separate parcels which may arrive at different times.
When will my order be processed and shipped?
We always aim to process and ship your order at the earliest opportunity. When your order will arrive will depend on when you place your order and the delivery option you choose at Checkout.
Orders received by 12.00 noon on Monday to Thursday will be processed the next working day whereas orders received on Friday, Saturday and Sunday will be processed the following Monday.
Your order will then be shipped according to your delivery instructions at Checkout.
Express Delivery (1-2 Business Days)
If you need your order quickly, we recommend you use our Express Delivery service. Your order will be dispatched within 1-2 working days and sent out by courier service for overnight delivery.
Standard Delivery (3-5 Business Days)
Your order will be dispatched within 3-5 working days using the fastest and most reliable delivery method. If your order contains any chilled, refrigerated or flash frozen products it will be sent using an overnight courier service.
Will you let me know when my order has been sent?
Yes, you will receive a confirmation email from Urban Merchants which will include details of your order and tracking information from our delivery partners. If you wish to be notified by text about the status and timing of your delivery from our delivery partners, please ensure that you include your mobile phone number when completing your personal details at Checkout. If no mobile number is supplied, an email will be sent instead.
Orders are normally delivered between 8.00am and 6.00pm Monday to Friday.
Please note that it is your responsibility to ensure that you are available to receive your order on the delivery date that is sent to you. If you are expecting perishable items, we strongly advise that you track your order regularly so your know when it is due arrive.
We strongly encourage you to leave clear instructions in your Order Notes at Checkout so that we can pass them on to our delivery partners so if you are out and your order contains perishable products it can be left in a suitable safe place of your choosing or with a neighbour.
If your order is a gift, it is your responsibility to notify the recipient of the order’s arrival time.
Please note we cannot take responsibility for any perishable items that have been left to deteriorate for any length of time due to the absence of the addressee nor can we take responsibility for any orders that are returned by our delivery partners due to the absence of the addressee. In these circumstances, no refund will be offered.
What are your Delivery Costs?
We offer FREE DELIVERY FOR ALL ORDERS OVER £100 to a single UK mainland address including the Isle of Wight*.
Express Delivery (1-2 Business Days)
All orders under £100 sent by Express Delivery cost £9.95 to a single UK mainland address including the Isle of Wight*.
Standard Delivery (3-5 Business Days)
All orders under £100 sent by Standard Delivery cost £4.95 to a single UK mainland address including the Isle of Wight*.
Delivery to more hard-to-reach locations
* If you live in Northern Ireland, The Channel Islands, The Isle of Man, The Scilly Isles or the Highlands and Islands of Scotland the above options are not available, but we can certainly still deliver to you.
Your delivery may take a little longer and will be subject to an additional cost of £19.95 per delivery.
Those areas affected by this will be identified at Checkout using your postcode.
If we cannot guarantee that an order will arrive in perfect condition to a particular destination, we will contact you to discuss if you wish to take that risk or if you would rather have a refund.
Delivery to Eire
Please contact us for a quotation by emailing us at firstname.lastname@example.org
Do you offer a Click and Collect Service?
Yes, we do operate a Click and Collect Service to those customers who live in London and are able to come and collect their order in person. This service operates on Monday, Tuesday and Thursday between 10.00am – 2.00pm.
Collection is from Urban Merchants, Hereford House, 15 Cranmer Road, Oval, London, SW9 6EJ
If you wish to use our Click and Collect Service, please select this option at Checkout and we will be in touch to arrange a suitable time slot for you.
We are less than a ten-minute walk from Oval Tube Station and served by a number of bus routes. For those collecting by car, there is a 30-minute free parking option available at the Business Centre off Cranmer Road.
For directions, click here for a map showing how to find Urban Merchants
Do you offer Saturday or London Same Day Delivery?
At the moment we do not currently offer these services but if your order is urgent please feel free to contact us on 0789 989 3708 during office hours and we will see if we can help you.
Do you offer International Delivery?
At the moment we do not currently offer International Delivery but again please contact us on 0789 989 3708 during office hours and we will see if we can help.
What if my order arrives and something is damaged?
In the unlikely event that any of your products arrive damaged in any way, please accept the delivery and notify us by email at email@example.com
Accepting a damaged delivery will not affect your consumer rights.
Please send an image of the damaged product for insurance purposes along with your Order Number and an explanation of the problem. If the products are damaged or faulty through no fault of your own, we will happily replace or refund the affected item/s.
If Urban Merchants ask you to return any damaged or defective item/s, the cost of any delivery or handling charges will be borne by Urban Merchants. If requested and approved by Urban Merchants, we can either provide you with a prepaid return label or refund the return delivery costs to the original payment method that was used to purchase the original order.
If you decide that you would prefer a refund and this has been approved by Urban Merchants, we will process your refund request within one week and deposit the funds back onto the card you originally used to make your purchase with.
Urban Merchants will send you confirmation of the refund via email.
My order contains alcohol, are there any restrictions?
We only sell alcohol to those who are aged 18 and over. By placing an order with us, it is confirmation that you are of legal age. It is illegal to buy alcohol it you are under age or for someone else who is under the age of 18.
Occasionally things may go wrong…
Whilst we always try to do our very best to achieve our stated delivery times, occasionally things may go wrong. Please note we cannot be held responsible for circumstances beyond our control including, but not limited to, adverse weather conditions, supplier and delivery partner difficulties.
Please note that in busy periods such as December, deliveries may take longer than normal. If problems do arise, we ask you to please bear with us as we try to resolve any unforeseen issues.
We cannot accept any liability for any consequential loss, damage or expense caused by a failure in our service of any sort. This includes the cost of purchases made to replace an order that fails to arrive for any reason.