Shipping policy

Please note from February 2026, we've updated our shipping policy for small items.  Like many small British businesses, we’ve seen a significant rise in shipping and packaging costs over the past years. We’ve absorbed these increases for as long as possible, but to continue offering the quality products and service you expect from us, we need to make a small change. From now on, free shipping will be available on all orders over £75, for orders with a value less than this, there will be a standard shipping rate of £3, and for bladed products a shipping rate of £4 for age verified delivery. This decision wasn’t taken lightly, and it helps us ensure we can keep investing in better products, sustainable practices, and the level of care that goes into every Urban Grow order. 

Small items are typically dispatched on the same or following working day as your order date and delivered by Royal Mail. Tracking numbers for your order are always provided. Please allow up to 4 days from order before contacting us if you have not received your parcel. For items which have a blade, we require you to verify your age at the point of sale. Bladed products are sent via the Royal Mail age verified delivery service; you will need to be at home to sign for your package and provide proof of age. The price for bladed product deliveries is £4.00. Non-bladed small item orders are delivered using Royal Mail 48hr tracked service which carries a flat rate fee of £3.00. All orders over the value of £75 are eligible for free shipping.   

We endeavour to repurpose as much packaging as possible, this means that your goods may arrive in a once used box, please forgive the appearance, but we are trying to do our bit for the planet!

Order lead times for large products vary. Please refer to the product page for the specific lead time. 

Items longer than 2.3m will be delivered on a curtain-sided lorry. For all products longer than 2.3m, the customer is responsible for unloading from the vehicle at the point of delivery. 

If our supply of your product is delayed by an event outside our control, such as haulier delays, stock shortages, national strikes, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team on 01423 618040 (option 2) to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.

Cancellations 

Once your order transaction is complete your order cannot be cancelled. Refusing to take delivery will result in the cost of the return and an administration fee being deducted from any refund. These fees directly relate to the size and weight of the product you have ordered.   

Missed deliveries

Palletised deliveries are pre-arranged with the customer, you will be given opportunity to reschedule your delivery if required. Please note that rescheduling on the day of the arranged delivery or missing your scheduled delivery could result in a redelivery charge from £48.00 which must be paid before another delivery can be scheduled.