Delivery
Dispatch information
We aim to dispatch most orders within 1–10 working days. After placing your order, a member of our team will contact you with an estimated dispatch timeframe.
Depending on the product, your order may be:
In stock and ready for immediate dispatch
Drop-shipped directly from the supplier
Ordered in specifically for you
If your item is out of stock or on back-order, we’ll notify you promptly with an estimated delivery date. Please note, all delivery timeframes are estimates and may vary.
Express delivery
We offer free delivery to most UK Mainland addresses.
Some locations—including the Isle of Man, Channel Islands, and parts of the Scottish Highlands—may incur an additional charge. You’ll be informed of any fees before completing your order.
Please note: Free delivery does not apply to ex-display items. Contact us for a quote on these products.
Pallet deliveries
Larger items will be delivered on a pallet by a professional freight service.
You’ll receive a phone call to arrange a convenient delivery date.
Delivery typically takes 2–7 working days
Saturday delivery is available at an extra charge
Palletised deliveries are kerbside only
Drivers are not insured to bring items indoors
Please ensure someone is available to accept delivery. Missed appointments or failure to respond to delivery scheduling may result in redelivery charges.
We recommend waiting to book your installer until the item has arrived. We cannot cover installation costs or compensation for missed appointments.
All deliveries must be inspected within 24 hours. We cannot accept liability for any damage reported after this timeframe.
Small deliveries
Smaller items—such as accessories, beams, inset fires, and small stoves—will be delivered via trusted couriers like DPD, UPS, FedEx, or Evri.
Tracking details will be provided when available
A signature is required
Items must be inspected within 24 hours of delivery
International deliveries
We do not offer direct international shipping. However, we can deliver to a UK port or shipping agent of your choice.
International customers are responsible for all customs duties, taxes, and additional fees.
Delivery addresses
To protect against fraud, we ask that your delivery address matches your billing address or your PayPal verified address.
We may contact you to confirm your identity if necessary. This is a security measure designed to protect our customers.
Returns
Cancelling an order
Under the Consumer Contracts Regulations 2014, you can cancel your order within 14 working days of receiving it.
This excludes custom or bespoke items
Cancellations must be made in writing (by email)
If your item has already been dispatched, you will be responsible for the return shipping costs
Returning an item
Returned goods must be:
In original packaging
Unused
Suitable for resale
Returns are at your own cost and must be insured for transit.
All palletised items must be returned on a pallet, securely strapped to avoid damage. We cannot refund items damaged during return transit.
You have 30 days from delivery to initiate a return
After the 14-day cooling-off period, a 20% + VAT restocking fee applies
We cannot accept returns for specially ordered products
Incorrectly ordered goods must be returned by your own means
Refunds
Once your returned item has been received and inspected, we’ll process your refund within 14 days.
Refunds will be issued to your original payment method.
Damaged or faulty items
If your item arrives damaged or faulty, please contact our customer service team immediately with your order number and a photo of the issue.
If damaged in transit, we’ll arrange a replacement and collect the faulty product
If faulty, we will replace the item or arrange a manufacturer service visit