Delivery and Refunds

DELIVERY TIMES - Standard Products

"In Stock" - If ordered before 1pm this will arrive Next Day if using a tracked delivery service or in 2 / 3 days if Royal Mail Second Class delivery is selected at checkout.

All other items will be delivered within 3 to 5 working days as they are backordered items which take a few days to receive from the manufacturers. On the rare occasion that a backordered item is out of stock at our warehouse and the manufacturers you will be e-mailed with a revised delivery date.

Delivery times are quoted in business days meaning weekends and local holidays including bank holidays, Christmas etc do not count as business days.

DELIVERY TIMES - Custom Made Products

Custom made fire fenders - 4 weeks

Custom made fire screens - 4 weeks

Custom made stove glass - 2 weeks

Custom made ashpans - 2 weeks

Custom made fire trims - 2 weeks

Custom made smoke hoods - 2 weeks

Custom made gas fires - 2 weeks

DELIVERY COSTS

What we charge for delivery is what it costs us for the delivery of the orders to you. We operate a 1 delivery charge policy so you will only ever pay 1 delivery charge (The largest delivery charge will be used).

Cost to UK Mainland addresses:

0 to 2kg - £5.95

2kg to 30kg - £9.95

30 to 40kg - £14.95

Fragile Goods or over 40kg - £48.95

PACKAGING

We will always endeavour to keep your orders on time, well packed and undamaged. You can expect from us:

Items to be securely packed with bubble wrap or an air bag system.
Boxes marked clearly if items are fragile or heavy.

REFUNDS & RETURNS

Custom or made to measure items are 100% non-refundable.

If the item is not what you wanted or doesn’t quite fit you can return it back to us at your cost for a full refund. All we ask is that you put your full name and address on a note in the box with a brief explanation to let us know why you are returning the item.

If we supply you with a damaged/faulty item or the item is not as described we will pay for the return delivery and issue a full refund.

For more details on your rights as a buyer see ‘The consumer contracts regulations'.

Goods that are returned back to us are the customer's responsibility. If goods are returned to us and are damaged it is your responsibility to claim the cost back from the courier. Please ensure goods are well packed when returning them back to us to prevent any complications.

If sending goods by post please ensure you use a postal service that requires a signature. Fuels are non-refundable due to the high costs for return delivery.

Returns

Products can be returned back to us within 28 working days providing they are unused and in their original condition.

To return an order ensure the products are well packed and include a note in the box with your name and postcode. To book a courier we would recommend a courier broker such as www.interparcel.com.

RETURNS

Products can be returned back to us within 30 working days providing they are unused and in their original condition. We may accept returns longer than this on a case by case basis, please contact us to request this.

To return an order ensure the products are well packed and include a note in the box with your name and postcode. To book a courier we would recommend a courier broker such as www.interparcel.com.

ANY RETURNS ARE SENT BACK AT YOUR OWN RISK, WE DISCOURAGE SPECIFICALLY NOT TO USE HERMES DELIVERY COMPANY.

Our returns address is:

Unit 30

Goyt Mill

Upper Hibbert Lane

Marple

SK6 7HX