For international deliveries, please contact us for a shipping quote. The price will depend on the delivery weight and your address.
Is Delivery Always FREE?
The free delivery offer only applies when you keep the products you received. If you change your mind and want to return your order within 14 days after you received it, the return carriage will be your responsibility. Alternatively, we can provide a collection service at your own cost. The usual collection charge for returned items in zone 1 is:
£8.63 +VAT for a parcel up to 20kg and £0.37/kg +VAT afterwards.
It may be more if your order was very heavy, delivered to a remote location (see the table above) or delivered on a pallet. 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 assist you.
General Delivery Conditions and Procedures
When you order a large fireplace like, for example, Roma II Bio Fireplace, Phantom Flame, or a large quantity of items, or a model with fragile components that could be damaged, your order will come on a pallet. Please be aware that pallet couriers will only deliver to your outside door as they are not insured to take the items inside your premises (kerbside delivery). 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 company will make an attempt of delivery on a scheduled date. If no one is in, they may try to leave the parcel with your neighbours; if unsuccessful, they will leave a calling card. Contact the courier with your tracking number to arrange a suitable time for re-delivery or go to their website to track your delivery and choose one of the options offered. If you are not present to accept the second delivery within the agreed time 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, you can contact us and arrange re-delivery but delivery costs will be payable. If you don’t contact us within 24 hours of the return, your order will be cancelled and a partial refund issued after deduction of the costs of return delivery.
Returns and Replacements
If an item is found to be defective, we will issue a replacement free of charge, providing we receive a notice in writing 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 after the product is delivered, but the customer is responsible for return/collection charges. The item must be in a perfect condition and returned with all original packaging and accessories on a Signed For service. Insurance during return carriage is the responsibility of the customer. We will issue a refund after the goods are received and checked in our warehouse.
Items Damaged in Transport
In the event of damage in transit, the customer must notify us immediately in writing (within 48 hours) including pictures of the packaging and the shipment number label on the box.
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, or anyway refuse the delivery, otherwise claims for damage may not be acknowledged (requirement of the courier company).
Unless the product is considered a “special order” or the product has, as a result of installation or otherwise, become mixed inseparably with other items, orders may be cancelled and qualify for a full refund until they are dispatched from our warehouse or within 14 days after receiving the order. When an order has been dispatched and the customer wishes to cancel, the delivery should be rejected. We will then issue a refund deducting the collection cost. Please refer to our Terms and Conditions for more information.
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 your own risk. We will not accept claims for loss or damage where a parcel has not been signed for upon delivery.