Delivery and Returns

Delivery is free over £500 to mainland UK. Delivery under £500 is charged at £12.95. Please note that deliveries to Northern Ireland are possible at a charge - please contact us at info@urbanoutdoorkitchen.co.uk for a no obligation quote on your delivery to Northern Ireland. 

Order Confirmation:
Once you have placed your order, we will process the payment and your order will be dispatched within 72 hours unless otherwise stated. If there is any delay such as an item which is on backorder we will let you know immediately. 

Order Delivery
We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at info@urbanoutdoorkitchen.co.uk so that we can help.

Please note that we offer kerbside delivery. The delivery driver will not be able to carry your product up or down steps, through a property or wheel across a gravel driveway or up very steep driveways. The delivery company will be unable to remove items from the pallet or take the pallet away with them. 

Please note, shipping dates cannot always be guaranteed. We strongly advise that you do not book in any contractors or fitters for your product until you know exactly when the product is out for delivery. 

Damages:
We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to info@urbanoutdoorkitchen.co.uk so that we can contact the manufacturer and arrange collection of the item for repair or replacement. 

Cancellations
Any orders cancelled after 24 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.

Refund and Return Policy

If you would like to return your item, please contact info@urbanoutdoorkitchen.co.uk and we'll be happy to help.

Returns must be made within 14 days of receipt of the item. Please note that we will accept products that are unopened and in their original packaging or have never been used. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes. 

Please note that products must be in their original packaging only to ensure they are not damaged in transit. You will be sent a returns label for your product. Once your item is received, it will be checked by the warehouse and your refund will be processed within 14 days. Any refunds can only be issued to the same payment method which was used to place the order.

If you need to exchange your product, you may do so. 

All orders that are unboxed and still in original packaging are subject to a full refund if returned within 14 days of purchase. Items that have been unpackaged will be subject to a restocking fee (plus the shipping charge). Usually this fee will be 20% of the total, however this can be confirmed on receipt of the product once it's been returned to the warehouse.

If you are exchanging the product with something else, we may be able to help you cover some of the costs depending on the product.