Shipping policy
Delivery and returns
When items are in stock, we usually dispatch orders within 2-7 days on a Signed For service with a courier company.
Some couriers have changed their procedure during the pandemic replacing the signature with the picture and the name of the person who actually receives the order.
If your order is up to a value of approx £200, we will normally process it without further contact and you will receive an automatic email once the parcel is booked for a dispatch. You will also receive an URL with a tracking number via a text message from the courier (if you provided a mobile phone number with your order). If you ordered a fireplace of a larger value, we will call or email you after you have placed the order to arrange the best day for delivery.
Please note that we will not dispatch your order unless the we have arranged the delivery date with
you.
Standard delivery is Monday to Friday between 8am and 6pm (or 9am-5pm if we deliver to a business address). In the summer season, we arrange deliveries once or twice a week. Please contact us if you have any questions.
Free Delivery Offer
WE OFFER FREE DELIVERY to UK mainland addresses which fall in the first courier delivery
zone (zones A and B). For the postcodes outside this area we will need you to pay a supplement before we dispatch the order. See below for more information.
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 business address) and where someone is available to sign for the parcel.
Supplement for Remote Postcodes
Supplements for most remote postcodes are charged automatically. Once you place an order with a shipping address that falls outside our free delivery zones, the delivery surcharge will appear on your invoice or we will contact you to pay it separately. In case you are not happy to proceed, we will cancel the order and refund you fully.
Please note that we will not be able to dispatch your order without receiving a supplement for delivery.
Please see the table below for the charges for remote postcodes
Track and Trace your parcel
You can track and trace your DHL parcels here.
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:
£12.50 +VAT for collection + £12.50 +VAT for 1 parcel up to 20kg and £0.50/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).
Cancellation
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 within 30 days from the day of the purchase or, when already dispatched from our warehouse, within 14 days after receiving the order and provided that the returned item meets the returns conditions stated above. When an order has been dispatched and the customer wishes to cancel before the order is delivered, 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.
