3-5 Day Free Delivery
Summer Holidays: Closed 9th - 13th July 2018. This may affect your delivery time.
Free UK mainland delivery on all orders over £300
We offer FREE delivery on all orders over £300 toUKmainland addresses. Delivery charges on orders under £300 start from £2.99 and are a maximum of £25 for heavier items requiring a pallet.
**Please note that this charge excludes to the Scottish Isles and Highlands. Contact our Customer Service team with full delivery address details for a quotation.
How delivery works
All of our products vary in size and weight, from small parts and accessories to large appliances, with the delivery method dependant on the size and/or weight of the items on your order. Goods may therefore be delivered by Royal Mail, DPD or via a local pallet delivery service in your area. Where applicable, delivery charge for your order will be applied at the checkout.
Once your order has been despatched from our warehouse, you will receive email confirmation that your order is on its way to you. The despatch email will contain details about the delivery method being used for your order and, for palletised goods; delivery tracking details can be supplied on request in order for you to liaise with the local carrier and pre-book kerbside delivery for a suitable date (Mon – Fri).
Typical delivery of wood-burning stoves and other appliances
All our in-stock stoves are delivered by pallet within 3 - 5 working days of your order being placed (please contact us for availability on ‘Pre-Order Now’ items). We understand that it is important to have a clear idea of when to expect the delivery so that you can make arrangements to take delivery of goods.
Unfortunately, due to the nature of these deliveries, it is not possible to give an exact delivery date until the local carrier has received the goods.
Please keep in mind that all palletised deliveries are kerbside only. Drivers will have a tail-lift to unload goods from the vehicle, and a pump truck to move them from the vehicle to your front door.
With our kerbside delivery service there will be one driver and we suggest you have at least one other person present to assist. The driver will move the goods to the nearest accessible wheel point depending on access. Drivers are not insured to bring goods inside the property, but deliveries can be wheeled into a garage for example.
Examples of areas we cannot deliver to are: gravelled drives, narrow lanes, grassed lawns, steep drives, narrow gateways or up/down steps. Please note that drivers are not insured to bring palletised goods into the property, across uneven terrain or up steps, so please do make provision for the stove or pallet to be moved to your preferred storage location on the day of delivery. Please contact us as soon as possible if there will be any problems with access and we may be able to make alternative delivery arrangements.
Offshore and island deliveries
Unfortunately, we are unable to deliver to postcodes beginning with ‘BT’ or any addresses in N Ireland or Republic of Ireland. For orders that are to other offshore or outlyingUKaddresses, please contact us by email or phone with the full delivery address details to obtain a quotation.
Out of stock orders
Are you interested in an item that is currently out of stock or on pre-order? Please contact us by email or telephone via the details below for an estimate on how soon the item(s) can be delivered to you.
Any delivery questions?
If you have any queries or questions relating to the information above or any other queries about delivery, feel free to call us on 0121 271 0221 or email firstname.lastname@example.org.
Cancellation / Returns
1.To cancel your order
Before despatch: to cancel or amend any part of your order you can notify us by email at: email@example.com or telephone (0121 271 0221).
After despatch: the cost of returning goods to us shall be borne by you even if the products have not reached your address, and unless they are delivered damaged, faulty, or not as described.
2.Goods can be returned to us for any reason within 14 working days of receipt for a full refund or exchange. Please contact us before sending any goods back for our full return address details.
3. A full refund on the amount paid for goods will be given as soon as possible after an order is cancelled.
4. The rights to return the goods to us as referred to in clause 2 will not apply in the following circumstances: -
- to any products that we have made or customised specifically for you
The provisions of clause 4. does not affect your statutory rights. If you fail to take reasonable care of the goods before they are returned to us, and your actions result in damage or deterioration, we may charge for the reduction in value.