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Delivery Information

DELIVERY POLICY

The Urban Company

Last Updated: [Insert Date]

1. Delivery Areas

We deliver across Northern Ireland, the United Kingdom and Ireland.

Delivery availability may vary depending on product type and location. If delivery to your area is not possible, we will contact you before processing your order.

2. Delivery Providers

Deliveries are carried out either:

  • By our own delivery team within our direct service area; or

  • Via approved third-party courier and pallet distribution networks across the UK and Ireland.

Where third-party couriers are used, delivery services are provided by independent carriers. While we carefully select our delivery partners, we are not responsible for delays caused by courier operations or events beyond our reasonable control.

All delivery terms, inspection requirements and reporting timeframes apply regardless of delivery method.

3. Delivery Timeframes

Delivery dates and lead times provided at checkout or by email are estimates only and are not guaranteed.

Delays may occur due to:

  • Supplier availability

  • Courier schedules

  • Traffic or weather conditions

  • Supply chain disruption

  • Circumstances beyond our control

Customers should not arrange installation or book fitters until goods have been received and fully inspected.

We are not liable for labour costs, missed appointments, project delays or consequential losses resulting from delivery delays.

4. Delivery Method

Delivery is kerbside unless otherwise agreed in writing.

Drivers are not required to carry goods inside your property unless a delivery and assembly service has been pre-arranged for an in-store furniture purchase.

It is your responsibility to ensure:

  • Safe and unobstructed access

  • Suitable parking arrangements

  • Adequate space for unloading

  • Assistance where necessary for heavy or bulky items

If delivery cannot be completed due to access restrictions, unsafe conditions, or customer unavailability, additional delivery or handling charges may apply.

5. Delivery & Assembly (In-Store Purchases Only)

For furniture purchased in-store, we may offer an optional delivery and assembly service within our direct service area, subject to availability and additional charges.

This service is available only for in-store purchases and is not included with online orders unless agreed in writing prior to purchase.

Assembly services apply to furniture only and do not include flooring installation.

Customers must ensure:

  • Adequate space for delivery and assembly

  • Clear and safe access

  • Suitable room conditions

We reserve the right to refuse assembly if access is restricted, unsafe, or unsuitable upon arrival. In such cases, delivery charges may still apply.

Upon completion of delivery or assembly, customers (or their representative) will be asked to sign a delivery confirmation. By signing, you confirm that goods have been received in satisfactory condition unless otherwise noted at the time of delivery.

6. Inspection on Delivery

All goods must be inspected at the time of delivery.

Any damage, shortage, or discrepancy must be reported within 48 hours of delivery, with clear photographic evidence.

Failure to report issues within this timeframe may affect our ability to investigate or resolve the matter.

Installing or using goods prior to reporting damage will be deemed acceptance of the goods in their delivered condition.

7. Missed or Refused Deliveries

If delivery is missed, refused, or delayed due to customer unavailability or access issues, redelivery charges may apply.

We reserve the right to charge for storage and additional transport costs in such cases.

8. Storage of Goods

If you request delayed delivery after goods are ready for dispatch, we reserve the right to:

  • Charge a storage fee

  • Require full payment prior to holding stock

  • Consider goods delivered and at your risk from the date they were ready

Once goods are delivered, collected, or made available, responsibility for safe storage transfers to you.

9. Partial Deliveries

We may deliver goods in instalments.

Each delivery shall be treated as a separate contract, and delay or failure in one instalment does not entitle cancellation of the remaining order.

10. Delivery Confirmation & Evidence

We may photograph goods at the point of dispatch or delivery for quality assurance and verification purposes. This may include images of packaging condition, product placement, or delivery location.

By accepting delivery, you acknowledge receipt of goods in the condition presented unless reported otherwise within the timeframe stated above.