Delivery & Returns
We are able to deliver to the majority of the UK although some locations incur some additional charges.
For delivery to Scottish Highlands & Scottish Off Shore we do have to make a nominal delivery charge these charges are outlined below and also in the checkout section before you place your order.
DELIVERY TO UK | Free delivery | On orders over £100.00 (U.K Mainland only).
UK MAINLAND | Maximum delivery charge £9.95
SCOTTISH HIGHLANDS & SCOTTISH OFF SHORE | Maximum delivery charge £29.95
***Please Note if your delivery option is not in the drop down please contact us for delivery cost prior to ordering.
Please leave a telephone number when ordering should we need to contact you with regard to your order.
DISPATCH | Most orders will be processed within 1-2 working days from receipt of payment, this is subject to slight variation during periods of peak demand (please note – we cannot accept liability for courier delays).
In the unlikely event of there being a problem with your order, ie. stock availability etc, we will contact you via email to offer you the option of holding the item on back order or cancelling your order.
Delivery Access | Customers ordering Stoves should assume that the delivery vehicle will be a long heavy goods vehicle. It is the responsibility of the customer to ensure that such a vehicle has access to their property. The vehicle should be equipped with a tail-lift to unload your order and a pallet truck to take your order to your property. Delivery will be made to your door providing it is at street level – our couriers are not insured to take stoves into your property. Placement of your products is at the discretion of the delivery driver. Deliveries of stoves over gravelled or uneven drives within walled cities with height restrictions or down narrow lanes etc are not possible; therefore please arrange an alternative delivery location. Failure to disclose this information may result in an aborted delivery and a delivery charge being levied.
Delivery Day | Delivery should be made between 9.00am and 5.30pm, Monday to Friday; however we cannot be held responsible for any delays caused on the day of delivery.
Please ensure someone is at the delivery address on the day of delivery to inspect and sign for the goods and help with the un-load. If you are out when our courier attempts to deliver your order and is therefore unable to obtain a signature you order will not be left, it will be returned to us. This will incur additional delivery charge and will be passed on to the customer.
When signing for the order ensure items are fully examined. In the unlikely event of damage please report this to the delivery driver / courier and to us via email or telephone within 24 hours of receipt. Your statutory rights are unaffected.
DELIVERY TIME SCALE:
Stoves | We would expect to deliver your stove within 14 working days from receipt of payment. Many manufacturers have been caught out by the increasing popularity of their stoves and therefore have longer than expected delivery times, therefore delivery of stoves can vary. If you would like to check the availability of any item please contact us on 01902 893003. In most cases delivery will be made by a national pallet delivery company.
Flue & Chimney Products | We would expect to deliver within 14 working days from receipt of payment. Delivery will be made by a nominated parcel courier.
Fire Side Accessories | We expect to deliver within 14 working days from receipt of payment. Delivery will be made by a nominated parcel courier.
Bespoke & Made to Measure | We would expect to deliver within 14 working days from receipt of payment but with the nature of these items delivery could take longer.
Outdoor Fireside | Please allow 14 working days for the delivery to arrive. We aim to send orders out within 3 working days of receipt of payment. Deliveries are carried out by specialist carriers and we may decide to deliver an order in several parts for our convenience, so there may be more than one delivery for a single order.
*** Please note these times are only a guide and may vary slightly depending on the time of the year.
If you would like to confirm availability or check progress on an existing order, Simply Contact Us…..
If you wish to receive a refund for your product, you have 7 days after you have received the item to contact us and request a refund. This should be done via firstname.lastname@example.org.
Please include all reference information relating to your order and we will then get in contact.
It is then the customer who is responsible for the safe return of the product(s). The items(s) should be received back by us not damaged in any way and should be complete in its pristine/original packaging
Please note it is advised that you take adequate postal insurance out as it’s the customer who is responsible for the cost and risk of loss or damage when returning the goods
Once the product is examined we will then process your refund.
***Please note this can take up to 30 days from the request date to process.
Bespoke/Made to Measure products cannot be returned for a refund.
For any further info please either get in touch or visit our T&C section….
We are always happy to offer any support when returning the products to make this process as smooth as possible..