Delivery & Shipping Policy

This Delivery & Shipping Policy explains how orders are processed, fulfilled, and delivered. Our goal is to provide clear and transparent information so you know what to expect when placing an order.

Order Processing

Most orders are processed within 1–2 working days.
If an item requires additional handling time, this will be indicated on the product page.

Orders are processed Monday to Friday.
Orders placed after working hours or during weekends/holidays will be handled on the next working day.

 

Fulfilment Method

We operate with two types of fulfilment:

1. Items dispatched from our location

We keep a limited amount of stock at our operational address in North Newnton (Pewsey, Wiltshire).
These items are dispatched directly from us.

2. Items dispatched from our partner warehouse

Most products are shipped directly from our main UK warehouse partner.
This allows us to offer a wider product range and faster availability.

Both fulfilment methods are fully tracked.

 

Delivery Areas

We currently deliver across the United Kingdom.
If delivery to Northern Ireland, the Channel Islands, or remote postcodes requires additional arrangements, we will contact you before dispatch.

At this time, we do not offer international delivery outside the UK.

Delivery Times

Estimated delivery times vary by product type:

• Small and medium items: typically 2–5 working days
• Larger items or fireplaces: typically 3–7 working days
• Made-to-order or special items: timelines will be stated on the product page

Delivery times begin once the item has been dispatched.

Please note that courier delays, weather conditions, or seasonal demand may affect delivery schedules.

 

Delivery Costs

We offer free shipping on all orders. All customs and taxes are included in the total price of the order.

Certain larger items (such as fire pits or heavy fireplaces) may require two-person delivery or pallet delivery.
If this applies, it will be clearly noted on the product page.

 

Tracking Information

Once your order has been dispatched, you will receive a confirmation email containing your tracking number and courier information.

 

Failed Deliveries

If the courier is unable to deliver after multiple attempts, the parcel may be returned to the warehouse.
A redelivery fee may apply if this occurs.

To avoid issues, please provide accurate delivery details and ensure someone is available to receive the order.

 

Damaged or Missing Items

If an item arrives damaged or with missing components, please notify us within 48 hours of delivery with photos of the issue.
This allows us to resolve the matter quickly with the warehouse or courier.

 

Pre-Orders and Out-of-Stock Items

If an item is available for pre-order, the estimated availability date will be displayed on the product page.
Orders containing both pre-order and in-stock items may be shipped separately.

 

Questions About Delivery

If you have any questions about shipping or need help with an existing order, please contact us through the form on our Contact page or by email.