Important Delivery Information

DHL DELIVERIES:

 

PLEASE NOTE:

GLASS HEARTH ORDERS RECEIVED AFTER NOON ON MONDAY 17TH DECEMBER 2018 WILL BE DISPATCHED FROM 2ND JANUARY ONWARDS

STONE/GRANITE ORDERS RECEIVED AFTER NOON ON TUESDAY 18TH DECEMBER 2018 WILL BE DELIVERED FROM 4TH JANUARY ONWARDS

You will be notified by email (the email address you supply on your order) of DHL tracking information and again once your order has been dispatched. This information is to enable you to check upon delivery progress or to amend the delivery. Please see Pallet delivery terms below, for all stone, granite and the larger glass hearths (circular, large semi-circle, large standard and large square)

  • Hearths are normally dispatched from us (to your registered address) within 2 working days of receipt of your order on a next day service. Next day delivery is not guaranteed, this being outside of our control. Dispatch may take longer to a different address and locations where next day is not available. Delivery will take longer to some post code areas, including but not exclusive to AB31-56, DG, FK18-22 and additional delivery charges may be applicable. We will contact you if this is the case,  following receipt of your order. Please note: we do not deliver hearths outside the UK mainland
  • The cost of delivery to your registered address is included in the price of your hearth (to most United Kingdom mainland destinations) subject to the above
  • If you cancel an order after we have started to ship it, a charge for the shipping will be deducted from any refund together with a 10% re-stocking fee, even if your order has not reached your address
  • If the goods appear to be damaged, please do not accept the delivery.    Due to the fragile nature of these items, Glass Hearths must be thoroughly checked, and any issues reported within 24 hours of delivery. We are not liable where you have requested goods to be left unattended; this is at your own risk. We may make a charge for replacements notified outside this time-frame.
  • 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
  • We recommend you do not book an installer until you are in receipt of your order. 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 are not liable for any loss of earnings resulting from you taking time off work to accept a delivery, even if it is late or delayed
  • IMPORTANT NOTE RE Coloured/Painted hearths – these should be sited with the coloured/painted (matt) side to the floor, leaving the shiny unpainted side for your stove to sit on
  • The surface beneath the hearth should be chemically neutral and free from active chemicals such as acid or similar, which may damage coloured/painted hearths
  • We do not advise siting coloured/painted glass hearths where there is underfloor heating beneath

PALLET DELIVERIES:

The following products are dispatched on a pallet:

ALL Bespoke orders

Larger Glass products including Large Semi Circle, Large Standard, Large Square, Circular

All Sandstone / Granite / Limestone / Concrete

  • The cost of delivery to your own address is included in the price of your hearth (to most United Kingdom mainland destinations). Delivery elsewhere and 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)
  • Additional delivery charges will apply to some post code areas including but not limited to the followingAB, BT, DD, IM, HS, IV, KW, PA, PH, PO30-41, and ZE and they cannot be delivered on Next Day services. We do not offer pallet delivery to HS postcode. We will issue your invoice for the balance payment, prior to dispatch
  • If you cancel an order after we have started to ship it, a charge for the shipping will be deducted from any refund together with a 10% re-stocking fee, even if your order has not reached your address
  • 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, height restrictions, narrow lanes. We may be able to make alternative delivery arrangements if you contact us in advance
  • Examples of circumstances which may prevent the delivery of pallet goods:
    • 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

We recommend you do not book an installer until you are in receipt of your order. 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 are not liable for any loss of earnings resulting from you taking time off work to accept a delivery, even if it is late, damaged or delayed

PLEASE ENSURE YOU WILL BE AT THE DELIVERY ADDRESS ON THE DATE SCHEDULED OR THAT ANYONE WHO MIGHT ACCEPT THE DELIVERY IS FULLY AWARE OF THE FOLLOWING: –

  • Delivery is normally scheduled Tuesday-Friday (between 9-6pm)
  • The carriers will only deliver goods to the nearest entrance to your property and will not bring the goods inside; this is for insurance and health and safety reasons
  • 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
  • Noting the courier documents “UNCHECKED” does not exempt you from this obligation
    • Pallets will not be left unattended and re-delivery will be charged for if you are not in. Re-delivery is unlikely to be the same day as the carriers will be delivering elsewhere.
    • Any instruction you make for a carrier to leave a pallet unattended, is made at your own risk. We are not liable for any damage caused to goods not checked upon receipt whilst the driver is present or not signed for
    • 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
    • If the goods appear to be damaged, please do not accept the delivery
    • Once goods have been taken inside your property we accept no further liability for any damage caused

Additional information for TNT Only: 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 by email, immediately following receipt (including photographic evidence of the damage).