Our goal is to dispatch most orders within 1-10 working days. After you have placed your order, a member of our team will contact you to provide an estimated timeframe for dispatch.
If the item you ordered is currently out of stock, we will promptly notify you and provide an estimated lead time. In the event that your order is marked as on back-order, we will provide you with an estimated delivery date. Please note that this is only an estimate, and we cannot be held responsible for any delays that may occur.
We provide free delivery to most of the UK Mainland, some areas may be subject to a delivery charge, for example, the Isle of Man, Channel Islands and some areas of the Scottish Highlands. You will be advised of any charges before proceeding with the order.
Most large items will be delivered by an established, professional freight forwarder and will arrive palletised. You will receive a phone call prior to delivery to book in a convenient delivery date. On average the palletised delivery services take 2-7 working days for delivery. If the couriers can’t get in contact with you to arrange delivery within a reasonable period of time then we’re afraid the pallet will be returned to us and a redelivery fee will be charged. If the couriers book in a specific delivery date with you and nobody is home to accept delivery we are afraid a redelivery charge will also apply.
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 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.
Smaller items such as accessories, beams, inset gas fires, electric fires and small electric stoves will be delivered by a trusted courier service such as Evri, UPS, DPD or Fedex. We will contact you to advise a delivery timescale and on most occasions provide tracking information.
this is an all day service, a signature is a requirement and you must check your items within 24 hours and report any damages to us within this time frame.
If your item is in stock, you can order it online to collect from our showroom. Please contact us ahead of your preferred collection date to ensure the items are ready. Please also make sure you bring a vehicle with adequate space for your order as some items are quite large!
An Express Delivery Service is available at an extra cost for those customers in a hurry, this is only available on selected items and must be arranged with a member of our team – please contact us directly on 01524 847398 for more information. Our Express Delivery service ensures your order is delivered to you within 48 hours.
For security purposes and to protect you, the customer, we kindly request that the delivery address matches either the billing address associated with your credit/debit card or the verified address linked to your PayPal account. Variations may apply, but please ask for details.
For security reasons, we may on occasions contact you for identity clarification. This precautionary measure is in place to mitigate the risk of fraudulent credit card usage. We appreciate your understanding and assure you that this requirement is implemented to safeguard your interests.
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 email.
RETURNING YOUR ORDER
After cancelling your order, you must ensure that the goods are returned in their original packaging, unused and in a condition to be re-sold. Any costs incurred during re-delivery will not be refunded and are the customer’s responsibility. If the item(s) is subject to any damage during its return journey we cannot accept the item and it will be delivered back to the customer without a refund.
You must return goods at your own cost and must be insured against damage in transit. All palletised orders must be sent back on a pallet, please make sure the item is securely strapped to the pallet to avoid damage in transit.
After the 14 days cooling off period a 20% plus vat restocking charge is payable on all returned orders. You have 30 days to initiate a return of your goods. Wrongly ordered goods must be returned by your own means. We can only take back stock items, not goods ordered in specially for you.
You have the right to receive a refund within 14 days of cancellation. We will process your refund as soon as your cancelled item has been returned to our warehouse and checked over by our team.
If a product is found to be faulty, we will replace it free of charge or we will arrange for a manufacturers service call.