Delivery and Returns

Delivery

Urban Energy pallet delivery charge is £70.00 + VAT per delivery unless the item you have ordered says "including delivery" which means it is included within the price of the item - (UK mainland.) or other delivery prices may apply depending on weight and location.
Your order will be sent by our contracted courier company. If you are not in when they try to deliver, they will leave a card letting you know there has been an unsuccessful delivery attempt and provide you with a number to call to rearrange the delivery or an address from which you can collect the shipment.

If you are going to be out and can have the item delivered to a neighbour's address, please enter this information under the special delivery instruction at the checkout.

Where do we deliver

We can usually deliver to all areas of mainland UK for our standard pallet delivery charge of £70.00, however items for delivery to Northern Ireland, Scottish Highlands and the Isle of Man, the Channel Islands and the Silly Isles will cost an extra please email us direct This e-mail address is being protected from spambots. You need JavaScript enabled to view it for delivery costings.

Delivery outside of the UK

Please request a price for delivery outside the UK.

Delivery times

We usually deliver goods within 7-10 working days from time of dispatch. This depends upon the delivery address and the courier who is transporting the goods.

Please note:
Working day means Monday to Friday 9am – 5pm. Orders placed afer 5.pm on a Friday and over the weekend will be dispatched on the appropriate Monday.

1) Products will be dispatched as soon as they become available – that way if all items are available they will come together if not they will be separate.

Saturday delivery

Please call or email for this service to This e-mail address is being protected from spambots. You need JavaScript enabled to view it or telephone 01242 693897

Multiple items

If you order more than one item, we will endeavour to deliver all items through the same courier in order for them to be delivered within the same consignment. If you find one item is described as out of stock, please make 2 separate orders if you require in-stock items dispatched immediately.

Signing for delivery

Before you sign for the goods, please inspect the product inside the box to ensure that it has arrived undamaged. We pack our goods with extreme care so damages are very rare, however, once you have signed for the goods it may not be possible to prove that the damage occurred before they came into your possession. If the goods are left without a signature, we must be notified of any damages or shortages within 24 hours of the delivery taking place. See 'Damaged Items' below.

Access Difficulties

Some items can be large and heavy so that the goods may be delivered on a lorry. If your premises have any access problems for large vehicles, please contact us to discuss this. Otherwise we will assume that you authorise us to leave your order at our couriers' discretion at a nearby location.

Order tracking

If you have a query about your order please call our customer service team on 01242 693897 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it

This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Delivery refusal

If you refuse to accept an order from our couriers, you may be responsible for any additional courier costs, including the cost of returning the items to us. If you are refusing the order because you have changed your mind, you will be responsible for the costs of returning the goods unless you have a cancellation number (see below).

If you are refusing the goods because you believe they are damaged, we will check the goods when they are returned to us. If they are found to be un-damaged, we may have to charge you the cost of returning the goods to us.

Order shortages

If you have ordered more than one item, please check the contents of your delivery and compare it with our packing note to ensure that all goods have arrived in the current consignment. Sometimes, if you've ordered more than one item, and one item is delayed in being dispatched we may have to send the items by more than one courier, possibly on a different date.

You must notify us by email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it or telephone 01242 693897 within 24 hours if part of your order hasn’t arrived.

Late deliveries and other problems

Should your order be delayed or fail to arrive when expected, please contact us immediately and we will do our best to resolve any problems. (Please note that our liability does not extend to providing compensation for late or failed deliveries.)

Cancellation of an order before despatch

You can cancel your order in writing, by letter or by email, at any time up to the end of day before the goods are dispatched. If your order has already been despatched, or we are not able to prevent the despatch of goods, you can return them under our 7 working day returns policy (see below). If you cancel an order before the goods are despatched, we will give you a cancellation number which you should retain in the event of any subsequent enquiry. The cancellation number is your proof that you have cancelled the order in time to prevent it being despatched. If you do not have a cancellation number and you refuse to accept an order from our courier that has been correctly supplied, we will need to deduct the cost of returning the items from any refund that we make.

Items made to order cannot be cancelled. Made to order or bespoke items will usually be described as such on the website. In addition, anything where you are specify, for example a colour or size that is not described on the website, is made to order. For more information on items 'made to order', see below.

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Returns - peace of mind guaranteed

We want you to be satisfied with items you buy from Urban Energy

We fully comply with the Distance Selling Regulations, which give consumers buying on-line the right to examine items at home as they would in a shop. 
So, if you're not happy with anything you've bought, simply let us know in writing within 7 working days and, after having received a returns number, send the item back to us. (This does not however apply to bespoke or made-to-order items - see below). We will give you a complete refund including any standard cost of delivering the items to you. (Unfortunately, we will not be able to refund any additional deliver charges such as Next Working Day delivery if delivery was attempted on time.) It is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service.

Notification of the returning of goods

If you wish return any item you must notify us by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it within 48 hours from the arrival of the item. We will give you a returns number which will help you confirm that we have been notified correctly. Returned items must be in the original packaging, please don't open the packaging if you are returning the item. Please make sure that goods arrive back with us undamaged and within 7 days of you originally receiving them and in the original packaging. We will confirm to you the return address at that time. The cost of returning the product/package/pallet is payable by you, not us. We will refund the original cost and delivery but you will have to pay to return the goods to the specified address.

Damaged items

It is recommended that before you sign for the goods, you inspect them to ensure that they have arrived undamaged.

Once you have signed for the goods it may not be possible to prove that the damage occurred before they came into your possession. Please make sure you contact us within 24 hours of the delivery taking place to notify us of any damages or shortages.

Damages correctly notified will be replaced free of charge. However, if you decide to cancel the order at that point rather than accept a free replacement, you must return the goods to us at your expense (see 'Returns' above).

Faulty goods

If you consider an item to be faulty please call us immediately, please check with us how the item should be returned. Faulty items will be repaired or replaced.

Time delays on expected arrival of goods

We inform our customers on all "Back Order" expected delivery times. However delivery times stated are estimates only; Urban Energy accept no responsibility for goods not arriving on time.