By placing an order with us, Urban Pantry, Luggate, you agree to the following simple terms:

Terms & Conditions

Ordering & Delivery

  1. Ordering Online
  • Customers can place grocery orders through our website for delivery or collection from our shop.
  • When placing an order, customers must provide accurate and complete information, including:
  1. Full name
  2. Contact telephone number
  3. Email address
  4. Any delivery or collection instructions
  5. Payment information
  • Urban Pantry is not responsible for delays or failed deliveries caused by incorrect or incomplete information supplied by the customer.

 

  1. Order Cut-Off and Next-Day Service
  • Orders must be placed before 8:00pm for the following day delivery and collection from our shop.

 

  1. Product Availability
  • We aim to keep our website information and stock availability accurate. However, grocery stock can change quickly and a product shown as available online may become unavailable before your order is processed. If an item is unavailable, we may contact you about a suitable replacement or provide a similar product where you have authorised substitutions; or remove the item from your order and refund the amount paid.

 

  1. Payment
  • Payment must be made using one of the payment methods available through our website.
  • Your order will generally not be processed until payment has been successful.

 

  1. Delivery
  • Urban Pantry offers delivery to Luggate and the surrounding local area.
  • Delivery availability, delivery charges and any applicable minimum order requirements will be displayed during the ordering process.
  • Orders placed before 8:00 pm will generally be delivered the following day.
  • Customers should ensure that someone is available to receive the order where required.
  • Where a customer has provided authority for an order to be left at a specified location, Urban Pantry may leave the order at that location.
  • Customers should consider whether the nominated location is suitable for groceries, particularly chilled and frozen products.

 

  1. Cancellation of Orders
  • If you need to cancel an order, please contact Urban Pantry as soon as possible.
  • We will make reasonable efforts to accommodate cancellation requests received before the order has been prepared or dispatched.
  • Once an order has been prepared or dispatched, cancellation may not be possible.

 

Returns & Refunds

  • Perishable Goods (Produce, Dairy, Meat): Because these are fresh items, please inspect your goods immediately. If anything is damaged, spoiled, or incorrect, notify us as soon as possible for a replacement.
  • Processing: Approved refunds will be processed back to your original payment method within 3 to 5 business days.

Thank you very much