Delivery & returns
Free over £500, with you in 3–6 business days.
We process your order in 1–2 business days and the carrier takes 2–4 business days from there. Returns are open for 14 days, there is no restocking fee, and we email you the returns label.
1–2
business days to process your order
2–4
business days in transit
3–6
business days in total
Delivery
Timings, costs and what actually turns up at your kerb.
How long will my order take?
We process your order in 1–2 business days, and delivery takes a further 2–4 business days — so 3–6 business days in total from the moment you order. Business days are Monday to Friday, excluding bank holidays. You will get tracking by email as soon as the order leaves us.
How much is delivery?
Free to UK mainland on orders over £500. Below that a delivery charge applies and is shown at checkout before you pay — there are no charges added afterwards.
How is a heavy stove delivered?
Boxed on a pallet, kerbside, on a tail-lift vehicle to the nearest hard standing. That is one driver, and the pallet is left at the kerb. Stoves are heavy — many are over 100kg — so please have two able people ready to move it from there. Check your access, doorways and the route to the room before you order.
Do you deliver to the Highlands, islands or Northern Ireland?
Yes, on a longer schedule than the UK mainland, and a surcharge may apply depending on the postcode. Anything extra is quoted at checkout before you pay, never invoiced afterwards.
Can I choose a delivery date?
The carrier contacts you to arrange a delivery day once the pallet is booked in. Someone needs to be there to receive it and sign, so tell us at checkout if any days are impossible for you.
What if it arrives damaged?
Inspect the pallet before you sign. If the packaging is visibly damaged, sign for it as damaged or refuse it outright, then email us the same day with photographs. We will sort a replacement or a refund. Signing clean for a damaged pallet makes a carrier claim much harder, so it is worth the two minutes.
Returns
14 days, no restocking fee, and a label emailed to you.
How long do I have to return something?
14 days from the day you receive it. Email us within that window and we will start the return — you do not need to give a reason. This sits alongside your statutory rights under the Consumer Contracts Regulations, which are not affected.
Is there a restocking fee?
No. We do not charge a restocking fee on any return.
How do I send it back?
Email us and we will send you a returns label by email, along with instructions for the collection. Do not send anything back before you have that label — unlabelled returns cannot be traced to your order and will delay your refund.
What condition does it need to be in?
Unused and in its original packaging, complete with any fittings, manuals and loose parts. Keep the box until you are certain you are keeping the fire. An appliance that has been installed or lit cannot be returned as unwanted, though that does not affect your rights if it turns out to be faulty.
When do I get my refund?
Once the item is back with us and checked, we refund to the original payment method. Card refunds typically clear within a few working days depending on your bank. We will email you when the refund is issued.
What if the item is faulty?
Tell us and we will put it right — a faulty item is not a change-of-mind return and your rights are stronger. Everything we sell is new, genuine UK stock covered by its manufacturer's warranty, which you register after installation. Wearing parts such as rope seals, glass, baffles and grates are consumables and are not covered by warranty.
Question about an order?
Send us your order number and we will look into it. If it has already shipped we can usually tell you where the pallet is the same day.