How will my order be packed?
If your order contains chilled, refrigerated or flash-frozen products, it will be packed with frozen ice gel packs and thermal insulation to maintain the correct temperature. During warmer weather, extra ice packs may be used.
Flash-frozen items may arrive semi-defrosted. Please refrigerate them as soon as possible and use within 2–3 days. Do not refreeze.
Large orders may be sent in more than one parcel, which could arrive separately.
When will my order be processed?
Freshly prepared meats and special cuts are processed overnight and dispatched on the next business day, Monday through Thursday, subject to availability and supply.
Orders received after 12:00 noon will be dispatched on the next working day (excluding Fridays).
Orders received after 12 noon on Thursday will be dispatched on the following Monday, excluding bank holidays.
Shipping time then depends on the delivery option selected by you at Checkout.
What delivery options do you offer?
Express Delivery (1–2 Business Days)
- Dispatched within 1–2 working days
- Sent by overnight courier
Standard Delivery (3–5 Business Days)
- Dispatched within 3–5 working days
- Chilled and frozen items are still sent via overnight courier
To track your order contact. DPD contact number: 0121 275 0500 or online: Track my parcel.
Do you deliver to remote areas?
Yes. We deliver non perishable items to Northern Ireland, the Channel Islands, the Isle of Man, the Scilly Isles, and the Highlands and Islands of Scotland.
- Delivery times may be longer
- Availability is confirmed at Checkout using your postcode
If we cannot guarantee safe delivery, we will contact you to discuss your options or offer a refund.
Will I be notified when my order is sent?
Yes. You’ll receive a confirmation email with tracking details.
If you provide a mobile number at Checkout, our delivery partners may also send SMS updates. If not, updates will be sent by email.
Deliveries usually take place Monday–Friday, 8.00am–6.00pm.
Do I need to be home to receive my order?
Yes, especially for perishable items.
- Please ensure someone is available or leave clear safe-place or neighbour instructions at Checkout
- We strongly recommend tracking your delivery
If perishable items spoil due to the absence of the addressee, or if a delivery is returned due to non-attendance, no refund can be offered.
If the order is a gift, it is your responsibility to inform the recipient of the delivery time.
Do you offer Click and Collect?
Yes — available to customers in central London.
- Days: Monday, Tuesday & Thursday
- Time: 10.00am – 2.00pm
- Location:
Urban Merchants Ltd
29 West Market Building
Smithfield
London EC1A 9PS
Select Click and Collect at Checkout and we’ll contact you to arrange a time slot.
Do you offer Saturday or same-day London delivery?
At present, we do not offer Saturday or same-day London delivery. If your order is urgent, please contact us by text on 0789 989 3708 during or outside office hours, and we will do our best to accommodate your request where possible.
Do you offer international delivery?
We don’t currently offer international delivery. Please contact us during office hours to discuss possible options.
Are there restrictions on alcohol purchases?
Yes. Alcohol can only be sold to customers aged 18 or over. By placing an order, you confirm that you meet this legal requirement.
What happens if something goes wrong with delivery?
While we always aim to meet delivery times, delays can occur due to factors outside our control (such as weather or courier issues), especially during busy periods like December.