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Delivery
Stoves/Larger Items
IMPORTANT - Please ensure we have your CONTACT NUMBER to pass on to the couriers to arrange delivery.
Delivery of your stove will normally be within 1-4 days of us receiving cleared payment.
If you have purchased a stove or are having a pallet based delivery, the courier will phone you once the pallet is at your local depot, to arrange delivery with you - We will not be in direct contact with the couriers who deliver to you - When they call to book in the delivery with you please make a note of their phone number and company name in case you need to contact them.
The delivery is technically 'kerbside' and you will need some extra help to carry the stove into your house. The driver will have a pallet barrow which cannot navigate steps or rough surfaces. The driver will wheel your stove to your first step, at which point you will need some help to carry the stove inside.
PLEASE NOTE: For INTERNATIONAL ORDERS depending on your destination the courier may not call in advance to book in your delivery but please still ensure we have your contact number.
IMPORTANT - Delivery will be by a large taillift truck - If there maybe a potential access problem getting to your address we must be informed beforehand and also the local courier when they call you to book in the delivery. Failed deliveries due to access problems not mentioned will incur a redelivery charge. If you have reported access problems and the couriers agree to send a smaller vehicle, this may be a 'transit' type van with no tail lift - in which case you will need to arrange for some help to carry the stove off the vehicle.
The courier will call you beforehand to arrange the delivery date with you but your delivery service only includes 1 delivery attempt – if this delivery is failed because no-one is home we will need to charge for re-delivery. Please note – the delivery service is DAY specific only – if when the courier calls to book in your delivery they agree to be more specific i.e. am or pm or if you request a phone call before they arrive on the day of delivery - if for any reason they cannot contact you on the first attempt and they arrive and there is no-one home or if they arrive later than the ESTIMATED time but assuming this is still on the same day that the delivery was arranged for and the delivery is failed you will be recharged for a 2nd attempt. The best way to ensure that this does not happen is to make sure that someone is at home all day. Please note that we do not make any money from deliveries and we normally make a significant loss – Any money charged for re-deliveries will not be any more than what we are charged by the courier for the re-delivery. If morning, time specific delivery is required we can arrange this but there are additional charges out of our control - £30+. Please call us before purchasing if you would like to arrange this.
SHIPPING INSURANCE
Your order shipped via pallet delivery is fully insured for damage until signed for. The driver is obliged to allow you opportunity to open and check the package for any damage which may have occurred during transit, or for any missing items. When the courier delivers, please DO NOT SIGN for the goods until you have checked them over for damage - The courier will have a time slot which enables you to check your items. As soon as you sign the delivery documents as received in good condition, the insurance ceases, and we will be unable to accept claims for damages reported later – signing as ‘unchecked’ is not acceptable. With stove deliveries if it is just the glass that has been damaged please make a note on the couriers documents 'DAMAGED GLASS', accept the delivery and give us a call and we will send out replacement glass.
Flue Pipe/Smaller Items
For smaller items we use Parcelforce, Royal Mail and other parcel carriers. We can send several smaller items/lengths of flue etc., upto 20kgs, in one pack and just charge once for delivery.
Returns
Full No Quibbles Refund Pledge
We want all of our customers to be happy. If you wish to return your items for any reason, please contact us to inform us, then send the items back in the same condition they left us and in their original packaging within 14 days. The purchaser will be responsible for postage costs. Upon receipt of the returned items, we will refund the purchase price - Note, the only exclusions are bespoke items or items cut to order such as flexible liner.
We can be contacted on 01929 555211 or 07737 019601.
Guarantee
The main body of your stove is guaranteed for 12 months. This does not include accidental damage, over-firing incorrect use or incorrect installation. Parts deemed to be replaceable within normal use such as glass, rope seals, firebricks and grates are not included. We have zero problems with our stoves unless they are abused and if treated well your stove will last and last.
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