Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
Payment hasn't been charged
Payment hasn't been charged
We are unable to charge your payment until your order has been dispatched. This is why your payment may appear as 'pending' or may not show at all before shipment. Once your order has been dispatched, you will receive a confirmation email and your payment will be charged. If you have any questions about this, please don't hesitate to contact our customer service team.
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Can I order out of stock products?
Can I order out of stock products?
Absolutely! If an item is out of stock, your order will be reserved in our system until it is back in stock and ready for dispatch. As with all orders, payment will not be charged until your order has been dispatched — it may appear as pending in the meantime. Please note that if you pay by bank transfer, payment is required before dispatch.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Delivery times vary depending on the product. We aim to keep as many items in stock as possible, but some products are non-stock or may occasionally sell out, which can affect lead times.
- In stock in the UK: 1–3 business days
- In stock in our remote warehouse in EU: 2-3 weeks
- Non-stock or made-to-order items: 3–8 weeks
Expected delivery times are always shown on each product page. If you have any questions about the delivery time for a specific product, please don't hesitate to contact our customer service team.
Do you deliver to Ireland, Isle of Wight, and Isle of Man?
Do you deliver to Ireland, Isle of Wight, and Isle of Man?
Yes, we deliver to Ireland, the Isle of Wight, the Isle of Man, Jersey, and Guernsey. Please note that lead times are slightly longer than mainland UK — you can expect your order to arrive within 4–5 business days for in-stock items.
Please be aware that we are unable to ship bioethanol fuel to Ireland, the Isle of Wight, the Isle of Man, Jersey, or Guernsey due to transport regulations.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Will the fireplace be carried inside my house?
Will the fireplace be carried inside my house?
All pallet deliveries are kerbside only, meaning your fireplace will be delivered to the edge of your property but not carried inside.
For some areas, a carry-in service is available at an additional cost. Please contact our customer service team for more information.