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.

1.0) Order lead times

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

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.

2.0) Small parcel deliveries

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!

3.0) Palletised kerbside deliveries

All deliveries with offloading are kerbside only. Our standard delivery service is a one-person delivery, and the driver is not contracted to carry, unpack, open, assemble or otherwise handle your goods beyond the kerbside.

Where reasonably safe and practicable, the driver may use their discretion to manoeuvre the pallet a short distance from the vehicle. However, this is not guaranteed and remains entirely at the driver's discretion.

Pallets form part of the product packaging and are the customer’s responsibility to dispose of appropriately.

3.1) Delivery Vehicles & Access

Palletised kerbside deliveries are normally made using an 18-tonne rigid flatbed vehicle or larger. It is the customer's responsibility to ensure that suitable access is available for the vehicle required to deliver the order.

When arranging your delivery, you must inform Urban Grow or the haulier of any access restrictions or conditions that may affect delivery. This includes, but is not limited to:

Low bridges or low-hanging branches
Narrow or single-lane roads and lanes
Restricted or limited parking
Limited turning space or inability to turn around
Restricted access between the public road and the delivery point
Roadworks, temporary restrictions or other obstructions
Any other circumstances that may prevent or restrict access by the delivery vehicle

Please ensure the route to your delivery address is clear of parked vehicles, branches, overhead obstacles and other obstructions that could prevent access or cause damage to the delivery vehicle.

Please note that the fact a refuse collection vehicle (bin lorry) can access your property does not necessarily mean that a delivery vehicle can do so. Delivery vehicles may have different dimensions, manoeuvrability and turning-circle requirements.

3.2) Smaller Delivery Vehicles

A 7.5-tonne vehicle may be available by prior arrangement, subject to availability. Please advise us of any access restrictions before your delivery is scheduled, so that we can determine the most appropriate vehicle.

Please note that a 7.5-tonne vehicle can carry a maximum of 750kg on its tail lift, so heavier loads may not be suitable for delivery using this vehicle.

Smaller vehicles are subject to limited availability and requesting one may delay delivery by up to two working days.

For particularly remote or restricted locations, a small van or other specialist vehicle may be required, subject to applicable weight restrictions. Such vehicles are dedicated services and will be quoted individually. Where necessary, your order may need to be split or decanted into smaller loads and additional pallets, which may incur an additional delivery charge.

3.3) Customer Responsibility

It is the customer's responsibility to provide accurate and complete information about access to the delivery address when arranging delivery, including the type of vehicle that can safely access the location.

If you are unsure whether an 18-tonne vehicle, 7.5-tonne vehicle or smaller vehicle can access your property, please contact our customer support team before scheduling your delivery so we can discuss the requirements.

If delivery cannot be completed because the customer has failed to provide accurate information about access, or because the delivery vehicle cannot safely reach the agreed delivery point, the customer may be liable for any re-delivery, additional vehicle or other reasonable delivery charges incurred.

The delivery driver will always have the final say on whether access is safe and whether delivery can be completed.

4.0) Palletised no offloading deliveries (items longer than 2.1m)

Items longer than 2.1m will be delivered on a curtain-sided lorry. Where a non-offloading delivery has been offered, the delivery will be made to the agreed delivery point on the customer's property, subject to suitable and safe access.

Unlike our standard kerbside service, the customer is responsible for unloading the goods from the delivery vehicle. The driver is not contracted to unload, carry, move, unpack or otherwise handle the goods once the vehicle has reached the agreed delivery point.

The customer must ensure that sufficient people, suitable equipment and appropriate arrangements are available to safely unload the delivery upon arrival. This may include suitable lifting or moving equipment where required due to the weight, size or quantity of the goods.

Our driver may assist with positioning the vehicle and, where applicable, operating the vehicle's tail lift or other standard delivery equipment, but will not be responsible for unloading the goods from the vehicle or moving them into, around or across the customer's property.

4.1) Access Requirements

It is the customer's responsibility to ensure that the agreed delivery point is safely accessible to the delivery vehicle.

When arranging delivery, you must inform Urban Grow or the haulier of any access restrictions or conditions that could affect the delivery. This includes, but is not limited to:

Low bridges or low-hanging branches
Narrow or single-lane roads and lanes
Restricted or limited parking
Limited turning space or inability to turn around
Steep slopes, uneven ground or unsuitable surfaces
Restricted access between the public road and the delivery point
Roadworks, temporary restrictions or other obstructions
Gates, narrow entrances or other restrictions affecting vehicle access
Any other circumstances that may prevent the delivery vehicle from safely reaching the agreed delivery point

Please ensure that the entire route to the delivery point is clear of parked vehicles, branches, overhead obstacles and other obstructions that could prevent access or cause damage to the vehicle.

Please note that the fact a refuse collection vehicle (bin lorry) can access your property does not necessarily mean that a delivery vehicle can do so. Delivery vehicles may have different dimensions, manoeuvrability and turning-circle requirements.

4.2) Vehicle Requirements

Non-kerbside deliveries may require an 18-tonne rigid vehicle or larger, depending on the order and delivery location. If you require delivery to a specific point on your property, you must advise us of any access restrictions before the delivery is scheduled.

A 7.5-tonne vehicle may be available by prior arrangement, subject to availability. Please note that a 7.5-tonne vehicle can carry a maximum of 750kg on its tail lift, so heavier loads may not be suitable for delivery using this vehicle.

Smaller vehicles are subject to limited availability and requesting one may delay delivery by up to two working days.

4.3) Safe Unloading

The customer is responsible for ensuring that unloading can be carried out safely and without risk to people, property or the delivery vehicle.

Our driver may refuse to position the vehicle or proceed with delivery where they reasonably consider the proposed delivery location or unloading arrangements to be unsafe.

The driver will not be expected to:

Manually unload goods from the vehicle
Carry goods into buildings, garages, sheds or other structures
Move goods across the customer's property
Lift or carry goods up or down steps or other obstacles
Use customer-owned equipment or machinery that the driver considers unsuitable or unsafe
Assist with unloading where doing so would put themselves, the customer or others at risk

5.0 Cancellation of goods in transit

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.

6.0 Failed and missed deliveries

6.1) 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.

6.2) Failed deliveries

If delivery cannot be completed because suitable access has not been provided, the customer is not ready or equipped to unload the goods, or the customer has failed to provide accurate information about the delivery location or access requirements, the customer may be liable for any re-delivery, waiting time, additional vehicle or other reasonable delivery charges incurred.

Our driver will have the final say on whether access to the delivery point and the proposed unloading arrangements are safe and suitable. If the driver considers that delivery cannot safely be completed, the goods may be returned and a re-delivery charge may apply.

If you are unsure whether your property is suitable for kerbside or non-kerbside delivery, or what unloading arrangements will be required, please contact us before scheduling your delivery.