Delivery and returns

 

  • Deliveries of items in stock are usually dispatched within 2-7 days on a SIGNATURE REQUIRED service and sent by a courier company.
  • If your order is up to a value of approx £150, we will normally process it without further contact and you will receive an automatic email with your tracking number once the parcel is booked for a dispatch. If you ordered a bigger fireplace we will normally call or email you after you have placed the order to arrange the best day for delivery.
  • Standard delivery is Monday to Friday between 8am and 6pm (or 9am-5pm if we deliver to a business address). In the summer season, deliveries are arranged once or twice a week - items in stock are generally delivered on Wednesdays and Mondays. Please contact us if you have any questions.
  • 8am-12noon morning service is available at an additional cost.
  • Saturday service (until 4 p.m.) can be requested for any order up to 20kg for an extra £18.00. If the order is heavier, higher charges will apply. Please contact us for more information.

 

 

FREE DELIVERY offer

WE OFFER FREE DELIVERY to UK mainland addresses which fall in the first courier delivery zone. Postcodes outside this zone will need a supplement paid before the order is dispatched.


PLEASE NOTE: Signature required! It is your responsibility to provide us with an address where the couriers can deliver during weekdays, 8am-6pm (or 9am-5pm if it is a businness address) and where someone is available to sign for the parcel. Once the parcel leaves our warehouse and there is no one at the address you provided, you may be charged the initial delivery and return fee, even if you cancel the order.


Cancellation of an order results in full refund only before the goods are dispatched from our warehouse. Free delivery only applies if you get the order delivered and decide to keep it.
 
 


Supplement for remote postcodes

Supplements for remote postcodes are not charged automatically. Once you place an order with shipping address that falls outside our free delivery zones, you will be contacted to pay a delivery surcharge. In case you are not happy to proceed, we will cancel the order and refund you fully.


PLEASE NOTE: There is a supplement for delivery to NORTHERN IRELAND, ISLE OF MAN, ISLE OF WIGHT, CHANNEL ISLANDS, SCOTTISH HIGHLAND and ISLANDS and upper parts of UK mainland (sample postcodes: IV, KA 27 & 28, KW15-17, PA20-38, PA41-49, PA60-78, PH4-44, PH49, PH50, ZE, KW1-14).
 
Please note that will not be able to dispatch your order without receiving supplement for delivery.
 

 

Is Delivery always FREE?

The free delivery offer only applies when you decide to keep the received, purchased products. If you change your mind and want to return your order which was delivered to you free of charge following our offer, we will have to charge you the initial delivery cost. The return carriage will be your responsibility. The usual initial delivery charge for returned items is:


£8 for a parcel up to 20kg and £1/kg afterwards.


It may be more if your order was heavy or delivered to remote location. If it is impossible for you to return the item by yourself, we can provide a collection service which will cost £15 for a parcel up to 20kg and £1/kg afterwards (in zone 1). In case your order is of a value greater than £300 and you are exchanging the product for another item of the same or similar price, we may decide to waive these charges.
 
Should you have any queries regarding delivery prices, please do not hesitate to call our office (open Mon-Fri 9.30am-5.30pm) and we will be able to assist you.
 

 

General Delivery Conditions and Procedures 

When you order a large freestanding unit, it will arrive to your address on a pallet fully assembled. Please be aware that pallet couriers will only deliver to your outside door and are not insured to take it inside your premises. Also if there are any steps on the way to your house/flat or the access is restricted in any other way, you are advised to arrange extra help. Please call us for more details.
 
The courier will make an attempt of delivery on a scheduled date. If there is nobody in, they may try to leave the parcel with your neighbours (please indicate when placing the order in case you do not wish the courier to leave your parcel with a neighbour), if unsuccessful, they will leave a calling card. To arrange a second attempt of delivery call the number provided on the card or go to the Courier's website and choose one of the options presented. If you are not present to accept delivery on a second attempt within the agreed slot or you have provided an incorrect address you will be asked to collect the parcel from the courier’s depot or reschedule the delivery at an additional cost.


As we are using a third-party delivery service we are unable to accept liability for failure to deliver within quoted times or any consequential losses that may arise as a result of late delivery, please refer to our Terms and Conditions for more information.


When an order cannot be delivered and as a result is returned to our warehouse, it will be subsequently cancelled and a partial refund issued after deduction of delivery costs (both directions).

 


Returns and Replacements

If an item is found to be defective, we will issue a replacement free of charge, providing we receive a written notice about the defect within 48 hours of delivery. We may ask you to email us some pictures of the problem with the product, which will speed up the replacement procedure.


Returns for any other reason (don’t like it, colour, size etc) are permitted within 14 days, but the customer is responsible for all delivery charges. The item must be in a perfect, unused condition and returned with all original packaging and accessories. Insurance during return carriage is the responsibility of the customer. In such case we will issue a refund after deducting the initial delivery fee even if you got the item on a Free delivery offer.


If you buy a product and decide you are not pleased with it AFTER using it, you can still return it within 14 days, however 10% product value surcharge and initial delivery charge will be deducted even if you got the item on a FREE delivery offer.

 


Items Damaged in Transport

In the event of damage in transit, the customer must notify us immediately in writing (within 48 h).

 

You should inspect all items carefully before signing the courier’s delivery note. If inspection is not possible, you must write “Not Checked” on the delivery note otherwise claims for damage may not be acknowledged (requirement of the Courier Company).
 


Cancellation

Orders may be cancelled and qualify for a full refund until they are dispatched from our warehouse. When an order has been dispatched and the customer wishes to cancel then the delivery should be rejected. A refund will be given excluding the actual delivery cost both ways.
 


Special Delivery Requests

We will pass on all special delivery instructions to our couriers. If you specify that your delivery should be left with a neighbour, in the porch or in an unlocked garage, we are happy to arrange it at you own risk. We will not accept claims for loss or damage where a parcel has not been signed for upon delivery.
 


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