Important Delivery Information

GENERAL terms applicable to all deliveries (please see below for additional terms relating to pallet deliveries and glass hearths:

  • If the goods appear to be damaged, please do not accept the delivery. Noting the couriers documents as“UNCHECKED” does not exempt you from this obligation (Please see pallet deliveries below for TNT pallet deliveries)

 

  • Hearths are normally dispatched to your registered address within 2 working days of receipt of your order and delivery usually takes one/two working days. Depending upon availability or unforeseen circumstances, you will be informed if this will be longer. Please contact us if you have specific delivery requirements; we are unable to specify a time for DHL/UK Mail deliveries and additional charges apply to timed pallet deliveries
  • Delivery is usually by courier or made on a pallet if the order is larger/bespoke/stone/granite – Tuesday-Friday (normally between 9-6pm)
  • The carriers will only deliver goods to the nearest entrance to your property and will not bring the goods them inside; this is for insurance and health and safety reasons and we are unable to arrange otherwise.
  • If you cancel an order after we have started to ship it, we regret that we have to make a shipping charge to return it to our warehouse, even if the products have not reached your address
  • The cost of delivery to your own address is included in the price of your hearth (to most United Kingdom mainland destinations). Some destinations incur an additional out of area charge which will be confirmed upon receipt of your order. If you think this may apply to you, please give us a call for a price (we do not deliver hearths outside the UK mainland)
  • Bespoke hearths are usually dispatched within 21 working days and are non returnable or refundable
  • If there is likely to be a problem with access including but not restricted to the following;  large 7.5 tonne lorry, bridges, weight/height  restrictions etc, please contact us in advance of placing your order. Examples of areas that we cannot deliver to are: long, gravel drives, areas inside walled cities with height restrictions from all directions, narrow lanes. We may be able to make alternative delivery arrangements if you contact us in advance
  • We are not liable for any costs incurred by you, or any loss of earnings for delayed, late or failed deliveries. For example: if a delivery is delayed in any way and you have to re-book an installer, we are not liable for any extra charges the installer may charge you. We always recommend you do not book an installer until you are in receipt of the goods. We are not liable for any loss of earnings as a result of you taking time off work to accept a delivery, even if it is late or delayed
  • If the carriers are unable to deliver to you, they will charge us for the failed delivery and for re-delivery or return and we shall have to hold you liable for these charges
  • There may be a charge for replacements not notified within the specified time frame; if we are notified of damage/issues straight away, the courier accepts liability.

 

*IMPORTANT NOTES: PALLET DELIVERIES** (Including all Stone, Granite and larger glass hearths)

PLEASE MAKE SURE YOU WILL BE AT THE ADDRESS ON THE DATE OF DELIVERY OR THAT ANYONE WHO MIGHT ACCEPT THE DELIVERY IS FULLY AWARE OF THE TERMS BELOW:-

Pallet deliveries must be checked immediately upon receipt and prior to signing the delivery manifest, whether it be a paper or handheld device. You are signing to confirm the goods have been received safely and in good order. If they are damaged in any way, the goods must NOT be signed for; in these circumstances, the courier will take them away.

Pallet deliveries can not be left unattended and re-delivery will be charged for if you are not in. Deliveries are normally between 9am-6pm.

  • Larger hearths include circular, large standard and large semi. Due to the size and weight of these products, they will be delivered on a pallet (please see pallet information below)
  • Please note additional delivery charges will apply to some post code areas including but not limited to the following: AB, BT, DD, IM, HS, IV, KW, PA, PH, PO30-41, and ZE cannot be delivered on Next Day services.We do not offer pallet delivery to HS postcode
  • Examples of circumstances which may prevent the delivery of pallet goods (e.g large glass, stone, granite, slate and bespoke items):
    • closing day(s)-  opening hours – location – staircases
    • These must be notified before dispatch
    • If the carriers are unable to deliver to you, they will charge us for the failed delivery and for re-delivery or return and we shall have to hold you liable for these charges
    • There may be a charge for replacements not notified within the specified time frame; if we are notified of damage/issues straight away, the courier accepts liability

     

Additional information for TNT pallet deliveries: if the driver says they are too busy to wait for you to check the goods, DO NOT SIGN YOUR NAME. Instead, sign UNCHECKED in the signature box otherwise it will be assumed the goods have been received in good order. If you have signed `unchecked’, any issues/damage  must be notified to ourselves immediately following receipt.

 

**Glass Hearths – DHL/UK MAIL COURIER DELIVERIES**

Due to the fragile nature of these items, the hearths must be thoroughly checked and any issues reported within  24 hours however we are not liable where you have requested goods to be left unattended; this is at your own risk.