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Delivery and Returns




The majority of our orders are delivered on a timber pallet, this allows the item to be protected whilst in transit.   The delivery driver will not be able to carry the item up or down steps, through the property, wheel the pallet across a gravel driveway or up steep driveways. Unfortunately, the delivery company will be unable to remove items from the pallet or take the pallet away with them. The driver will normally only be able to wheel the pallet as far as physically possible which may even be the kerbside.  If the delivery address is on a narrow street (less than 3m clearance in width) or with a vertical restriction of less than 4m or is on a steep incline please advise us prior to ordering.

Our standard delivery time is 3-5 working days.

All deliveries require a signature. 

If an item cannot be delivered it will be returned to our warehouse and a delivery return fee may be charged.

In rare cases where we encounter a stock error, an item may not be available. We will notify you and

Made-to-Order, Special Order and Non Stock Items

The following items are not eligible for next day delivery: non standard colour stoves, stoves which are not held in stock.

Certain made-to-order items, like cut to size hearths, fireplace surrounds will require special delivery arrangements and may incur longer lead times of up to 2 weeks. Once you have placed your order, our customer services team will contact you to help.

Made-to-order items are not returnable and non-refundable, unless they are found to be faulty.



If you are unhappy with your purchase, under Distant Selling Regulations you can return the items to us within 28 days of receipt of your goods for a full refund.
Items bought online are returned at your own expense, unless damaged, and should be unused, returned in their original packaging and in a fully resalable condition.

To authorise a return:

  • Contact us by email or phone
  • Include your order number & telephone number.

Please note: Any goods received without authorisation will not qualify for a refund and be rejected on delivery to our returns centre.

Once your return has been received, your refund will be processed. Refunds can take up to 10 working days to be received following receipt of the goods into our warehouse.

We are unable to provide refunds for any items found to be missing from the package on arrival at our warehouse.



If the item is damaged, please send an email to sending photographs clearly showing evidence of the damage. State your order number as a reference and include your telephone number. 



From time to time we may run promotions and gift packages which may apply in respect of any, or certain specified purchases made though this Website. Refunds & exchanges are subject to our normal terms and accepted only when the full gift set is returned, including the free gift, with receipt.