Pallet Delivery T&Cs / Information

The following products are dispatched on a pallet:

  • ALL Bespoke orders
  • Larger Glass products including Large Semi Circle, Large Standard, Large Square, Circular and Large Truncated
  • All Sandstone / Granite / Limestone / Concrete
  • Hearths are normally dispatched from us (to your registered address) within 2 working days of receipt of your order, on a Next Day service. We will email you to confirm the delivery date, DELIVERY IS NORMALLY SCHEDULED TUESDAY-FRIDAY (BETWEEN 9AM-6PM). Additional options are available when placing your order online
  • 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 when placing your order via the online portal. If you select the Collection option, we will get in touch with you to arrange this
  • Additional delivery charges will apply to some post code areas including but not limited to the followingAB, BT, DD, IM, IV, KA, KW, PA, PH, PO30-41 and deliveries will take up to 5 working days. We do not offer pallet delivery to HS / ZE postcodes. We do not deliver hearths outside the UK mainland
  • 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 any reason. 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 delayedThe 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. DRIVERS ARE PERMITTED AMPLE TIME FOR THIS
  • You are signing to confirm the correct goods have been received safely and in good order. If they are damaged in any way,  please report this to ourselves  via email, with photographic evidence (to The goods must NOT be signed for; in these circumstances, the courier must 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 (whom we may use very occasionally): 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).