Shipping policy
Last updated: 11 August 2026
This Shipping Policy applies to purchases made directly from Urban Palm Trees. Urban Palm Trees is the retailer and your point of contact for orders, delivery questions and shipping problems.
Where we deliver
Urban Palm Trees currently focuses on customers in the United Kingdom. Other delivery destinations may be available only where an eligible shipping option appears at checkout. Shipping availability, charges and delivery estimates can vary by destination.
Made-to-order production and fulfilment
Our T-shirts are produced after an order is confirmed. We use Gelato, an independent print-on-demand production and fulfilment provider, to produce and dispatch our products.
Gelato selects a suitable production location using factors such as the delivery address, product availability, production capacity and logistics. An order may be produced in the United Kingdom or another country. We do not guarantee a particular production facility or country of manufacture unless this is expressly stated on the relevant product page.
United Kingdom shipping charge
Shipping charges vary depending on the products in your order. The applicable shipping charge is calculated and displayed at checkout before payment.
Urban Palm Trees does not promise free shipping unless a free-shipping offer is clearly displayed on our website and at checkout for the relevant order.
Delivery estimates
Delivery estimates include both made-to-order production and transit.
- Estimated production and handling time: 3–6 working days.
- Estimated transit time after dispatch: 2–4 working days.
- Total estimated UK delivery time: approximately 5–10 working days after order confirmation.
These timeframes are estimates and not guaranteed delivery dates. Delivery can take longer because of product availability, production capacity, order size, delivery location, carrier delays, public holidays, severe weather or other circumstances outside our reasonable control.
Any order-specific estimate displayed at checkout, provided in the order confirmation or included in a shipping update should be used for that order.
Unless we agree a different delivery period with you, we will deliver without undue delay and no later than 30 days after the contract is made, as required by applicable UK law. Your applicable legal remedies remain available if an order is not delivered within the required period.
Tracking and dispatch
Where the selected shipping method supports tracking, tracking information will be sent after the order has been dispatched. Some economical shipping methods may not include complete end-to-end tracking.
You can check available tracking information through our Track Your Order page.
Split shipments
Items within the same order may be produced or dispatched separately. This means that an order may arrive in more than one parcel and on different dates. Separate parcels do not create an additional customer shipping charge unless this is clearly disclosed before payment.
Order changes and cancellations
Contact us immediately if the delivery address, size, colour or another order detail is incorrect. We will try to update or cancel the Shopify order and the corresponding Gelato fulfilment order before production begins, but this cannot be guaranteed because production may begin shortly after an order is placed.
Once production has started, operational changes may no longer be possible. This does not remove any statutory cancellation or return rights that apply to a standard, non-personalised item.
Please review our Return & Refund Policy for cancellation, return and refund information.
Delivery delays
If an estimated delivery date has passed, check any available tracking information and contact Urban Palm Trees. We will investigate the shipment with Gelato and the relevant carrier where appropriate.
Delivery estimates may be affected by production delays, carrier disruption, public holidays, weather, customs processing or other events outside our reasonable control. We will provide available updates and the remedy required under applicable law.
Lost parcels
If you believe a parcel is lost, contact us promptly and, where possible, within 30 days after the estimated delivery date. This helps us investigate the shipment with Gelato and the carrier and does not limit your statutory rights.
We may ask you to confirm the delivery address, check with household members or neighbours, review any delivery notice and contact the local carrier. Where a parcel is confirmed as lost, Urban Palm Trees will provide an appropriate replacement, refund or other remedy required by law.
Damaged, incorrect or defective orders
If an order arrives damaged, incorrect or defective, contact us as soon as possible. Include your order number, a description of the problem and clear photographs of the item, packaging and shipping label where relevant.
Reporting a production-quality or shipping-damage problem within 30 days of receipt helps us submit a claim to Gelato. This operational reporting request does not limit your statutory rights.
Do not return an item to Gelato or a Gelato production facility. Urban Palm Trees will provide written instructions where a physical return is required.
Incorrect or incomplete addresses
Customers are responsible for providing a complete and accurate delivery address at checkout. Contact us immediately if an address needs to be corrected.
If a parcel cannot be delivered or is returned because the address was incomplete or incorrect, delivery was refused or the parcel was not collected, a new shipping charge may be required before it is sent again, where permitted by law.
International orders, duties and taxes
Where international delivery is available at checkout, an order may be produced or routed across borders. It may be subject to import duties, taxes or handling charges imposed by the destination country.
Any known charge collected by Urban Palm Trees will be displayed before payment. Charges imposed independently by customs authorities may be payable by the recipient unless applicable law requires otherwise.
Contact Urban Palm Trees
Business: Urban Palm Trees
Operator: Mathew Astle, sole trader
Address: 36 The Turnpike, Stockport, SK6 6HF, United Kingdom
Email: info@urbanpalmtrees.com
Phone: +44 7976 953179
Customer support: Monday–Friday, 9:00 AM–6:00 PM, UK local time (Europe/London)
Response time: We aim to respond within one business day.