Frequently Asked Questions
Take a look at our frequently asked questions and don't forget you can contact us at info@urbanoutdoorkitchen.co.uk if you can't find the answer to your question below.
Our phone lines are open Monday - Friday, 9am - 5pm and our team will be on hand to discuss any query you might have.
Alternatively, use the live chat function in the bottom right of the screen and one of our team will get back to you as soon as they can! This will usually be within the hour during our opening hours, or within 48 hours at the weekend.
Payments and orders
I haven't received a confirmation email
We’re sorry you are experiencing issues - you should always receive a confirmation email from us when you place an order. Please check your spam/junk folder in the first instance. If you still can’t find it, contact us at info@urbanoutdoorkitchen.co.uk and we’ll be happy to help.
How do I cancel my order?
If you’d like to cancel your order, please email us as soon as you can at info@urbanoutdoorkitchen.co.uk and we’ll do our best to cancel your order. If your order has been processed, we may be unable to do so.
I'm having issues at the checkout?
If you're experiencing issues with your order not being processed, we apologise for the inconvenience. Please contact our customer support team, and they will investigate the matter promptly to ensure your order is processed smoothly.
I have a question about a product?
If you have any questions at all about a product, please contact our friendly customer service team on info@urbanoutdoorkitchen.co.uk or 0333 090 7136.
Do you offer any payment plans?
We don’t offer payment plans at the moment. If you use Paypal, you may be offered the ‘Pay in three instalments option’.
Delivery
What are the delivery times?
Delivery times may vary depending on the specific product you have ordered. For estimated delivery times, please refer to the product page or contact our customer support team for more precise information. We aim to deliver within 3 - 5 days on all of our products.
Do you offer click and collect?
Unfortunately we are unable to offer click and collect.
Where do you ship to?
We ship to the UK only at the moment. If you are based in Ireland, please contact our service team on info@urbanoutdoorkitchen.co.uk if you’d like to place an order.
How can I track my package?
Once your item has been dispatched, you will receive an email so that you can track the status of your order. You’ll be able to see it’s journey from the warehouse to your delivery address.
Returns
What do I do if my item is damaged?
On the rare occasion this could happen, please contact us at info@urbanoutdoorkitchen.co.uk if your item is damaged and we'll rectify the situation as quickly as we can.
Can I return an item?
Yes, we accept returns and offer refunds on all of our items. Please find out more about the returns policy here.
How long do refunds take?
Once we receive the returned item and it meets the requirements of our return policy, we will initiate the refund process. The time it takes for the refund to be processed and reflect in your account may vary depending on your payment method but it’s usually between 3 - 5 days.
Can I exchange an item?
If you’d like to exchange an item, we’d be happy to accommodate this. Please contact us at info@urbanoutdoorkitchen.co.uk
Warranties
Is there a warranty?
Yes, as an authorised official dealer for the brands you see on our website, you will receive a manufacturers warranty on every product you buy to give you the peace of mind you need when buying from us.