We endeavour to dispatch the majority of orders within 2 weeks, however due to the current Coronavirus situation some orders may take upwards of 20 working days to process, we appreciate our customers cooperation during these uncertain times.
If your order is marked as on back-order you will be issued an estimated delivery date – please be aware that this is only an estimate and we cannot be held accountable for any delays.
Some products are made to order by the manufacturers such as Flamerite fires, please expect made to order fires to take 3-5 weeks for delivery.
Delivery to most of mainland UK is included in the price. Some areas may be subject to a delivery charge, for example, some areas of the Scottish Highlands, Northern Ireland, Wales and the Channel Islands. We will advise of any charges before proceeding with the order. Charges are variable depending on which product you are purchasing.
Delivery is Monday to Friday but can be arranged for Saturday at an extra charge. Palletised deliveries are kerb-side only as the drivers are not insured to take the item into your property. We contact you to arrange a suitable delivery time once the item has been despatched.
We cannot be held responsible for installation charges or compensation for time taken off work. We would advise that installers are booked after receiving the goods.
All orders must be checked within 24 hours of delivery. We cannot be liable for any damage after this time.
Mail order, telephone and internet sales to individuals (not businesses) are covered by the Consumer Contracts Regulations 2014, which protects you by providing a 14 working day cooling off period from the day after the product has been delivered.
You have the option to cancel an order between the time of placing it and 14 working days after delivery. This does not apply to bespoke orders that have been specially ordered for you. Cancellations must be in writing by post or by email.
You have the right to receive a refund within 14 days of cancellation. You are advised to retain the packaging. You will find it difficult to return the item without appropriate packaging. The goods must not have been fitted, installed or used in any way. The goods must be unmarked and free from blemishes of any kind. You must return goods at your own cost and must be insured against damage in transit.
Goods specially ordered or made to measure cannot be returned.
After the 14 days cooling off period a 20% plus vat restocking charge is payable on all returned orders. Wrongly ordered goods must be returned by your own means. We can only take back stock items, not goods ordered in specially for you.
The goods must be in the original packaging and unmarked. If they are not in this condition a full refund will not be given and the refund will be assessed on the new resale value of the product.
If a product is found to be faulty, we will replace it free of charge or we will arrange for a manufacturers service call if preferred.