How much does delivery cost?
Delivery to anywhere in mainland UK costs £25

How long does it take from ordering products to the day of delivery?
Delivery of goods will take up to 15 working days from payment. You will be fully advised of the exact delivery date within 48 hours of purchase.

Can I nominate a specific time & date for delivery?
We will endeavor to arrange delivery at the most convenient time for you and will provide you with the exact date and whether the delivery is scheduled for morning or afternoon.

What days and times do you deliver?
Our delivery service works Monday to Friday 08:00 to 17:00

Will we be contacted on the day of delivery?
Our driver can contact you approximately 30 minutes before delivery if you request this service. Otherwise we will only contact you if we are outside our delivery slot.

Do you deliver to my area?
We deliver to any location on mainland Great Britain; customers wishing for deliveries elsewhere can contact us for a haulage quote.

Are fireplaces supplied fully assembled?
Wooden mantels are completely assembled and bubble wrapped. Fires are provided in their manufacturer’s cardboard box and marble sets are cardboard wrapped separately.

What warranties do the products carry?
All products carry a fully comprehensive twelve month warranty.

What if the product is damaged on delivery?
We check all items before they leave the factory and take great care to transport them safely. We have very rarely damaged goods in transit, however sometimes it can happen. Therefore all products have to be checked and signed for by the customer on delivery. If the customer isn't available to check and sign off the delivery then this can be done by our delivery team at the customers request. Any damages MUST be reported to the driver and the necessary actions will be taken to replace the damaged goods as soon as possible, this may take up to 2 weeks depending on our delivery schedules. If you are not completely happy with our ability to redeliver we will refund your money

What if I change my mind after delivery?
We want you to be completely happy with your surround and it will be everything that you expected. However if you do decide to return the items to us then please see below.

You have 7 days to inform us by email or post. It is the customers responsibility to return the items to us in a resalable condition. Any attempt to fit or install the items will make them unsalable and therefore not eligible for return. Items can be returned to us in one of the following ways.
1.At the point of delivery: This is the most cost effective way to return an item to us. We will refund all your money. The return delivery cost will be £50. You can either pay this in cash to the driver or call our office and pay by credit card. We will take the item and immediately return it to our factory.
2.You can arrange a courier to collect the items and deliver them back to our factory, We would advise that if you decide on this option that you take out adequate cover to cover any damage that may occur. All items must be returned in a salable condition and couriers will not accept responsibility for damage if insurance hasn't been taken out. Some over night couriers will require items such as surrounds and marble to be palletized (we don't supply pallets) and will charge approximately £100 plus. We strongly recommend same day courier services and their charge will depend on your location. You must inform us within 7 days and send us the details of the courier and the expected return date, we will advise you by email of a return delivery address. Please contact us if for some reason the goods are not going to arrive on the specified date. All items should be returned within 30 days. All your money including our delivery charge will be refunded,(we do not refund any charges that you incur returning the items to us). Any damage will photographed and will be sent to you by email along with an invoice that will require immediate payment.
3. We will collect the items, there is a minimum £50 charge and depending on your location this may be more. We will advise you of the cost and will take payment over the phone. We will inspect items on collection and we will ensure their safe return. We would advise that this is the method that you use. Collection will usually be 14 days but may be up to 30 days. It is the customers responsibility to ensure the safe condition of all items whilst in their possession. All items will be inspected for damage on collection.

What is your refund policy on bespoke items?
These items are made specially to order so please be sure that you are completely happy before ordering. We do not offer any refunds on bespoke items as they are made specifically to the customers requirements and it is not possible for us to re sell them

What is your refund policy on items delivered outside mainland UK?
Any item must be checked for damage on delivery and that damage must be reported immediately to the driver. Any damage not reported at the time of delivery can not be accepted. To return an item for other reasons will incur extra collection charges (the same as delivery), plus any storage charges that we may incur.