Can I cancel my order?
Yes — if your order has not yet been shipped, please email contact@urbanmerchants.co.uk to request cancellation.
Can I return perishable items?
Unfortunately, no. For food safety and quality reasons, we can’t accept returns or cancellations for chilled, refrigerated, or flash-frozen items once they’ve been dispatched.
Can I return a non-perishable item?
Yes, in most cases.
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Please email us within 24 hours of receiving your order to: contact@urbanmerchants.co.uk
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Let us know which item you’d like to return and why
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If approved, we’ll email you with next steps
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Items must be returned within 14 days
Please note that return charges are determined on a case-by-case basis.
What if something arrives damaged?
We’re really sorry if that happens. Please:
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Accept the delivery
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Email us with your order number, a short explanation, and clear photos / videos
If the item is faulty or damaged through no fault of your own, we’ll arrange a replacement or refund and cover any return costs if needed.
How long do refunds take?
Once approved, refunds are usually processed within 24 hr and returned to your original payment method. We’ll email you to confirm.
A few important things to know
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Refused deliveries can’t be refunded
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Please make sure someone is available to receive your order or that delivery instructions are provided.
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Unfortunately, we can’t refund perishable items that spoil due to the absence of the consignee
Please double-check your basket contents before proceeding to checkout.