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Terms & Conditions

All orders are made under our Terms & Conditions shown below:

Terms & Conditions of Sale

Full payment is required at the time of order.


Delivery dates are our best estimates based on the information available to us at the time and are a guide only. We are not responsible for consequential loss in any form due to late delivery.Please don't arrange installer unless goods are not in hand.

Deliveries can be extended during high season due to UK stocks having been exhausted and products being sourced from the country of origin. Nothing can be done to speed up this process but we will monitor the situation to avoid unnecessary delays.

Deliveries can only be made to the address of the credit card holder that is your billing address..

2a-Delivery Point

Arrangements must be made to accept the delivery. The carriers will make all reasonable efforts to effect a delivery, but they may impose a charge if delivery is impossible due to the absence of someone to accept the goods. The size and type of delivery vehicle used by the carrier is something beyond our control and not all are equipped with low load capability or available with tail lifts. We therefore advise customers to make provision to have someone who is capable of lifting the stove in question, on hand to accept the delivery. The carrier will provide a driver only and he is not responsible for positioning the product in your home. Stoves are heavy items and you should arrange for help to get it inside. Steps, restricted access, soft ground etc. will cause problems and should be planned for in advance. With heavy objects, the carrier can reasonably be expected to use his "pump truck" to move them on level ground to a suitable location.Their contract with all companies is kerbside delivery however they are considerate and help as much as possible but beyond that point it is your responsibility to take the stove further in your home or other location where required. 

2b- Delivery Day

The day of delivery can not be guaranteed due to the Carriers' own terms & conditions except where special delivery terms have been agreed on and paid for. (£P.O.A.)

2c- Damaged Goods

Damaged goods will be collected and replaced at our cost subject to the conditions below. Alternatively, where possible, replacement parts such as glass, firebricks etc., will be sent to the customer to bring the product up to standard. Stoves can arrive with marks on the paintwork due to abrasion of the packaging in transit. Where paint is not included in the standard pack, it will be forwarded free of charge via the stove manufacturer.

2d-Damage Report Time

The goods must be thoroughly inspected before being accepted. Damaged goods must be rejected and the carrier's delivery note marked "Rejected Damaged". If the goods appear sound but the packaging has been damaged, the delivery note must signed and marked "Package Damaged". Should the goods then be found to be damaged having been properly examined, it must be reported to us, either by phone or by email, giving full details, within 24 hours of delivery. Beyond that time, the carriers insurance cover will lapse and no claims can be accepted.


Fireplace Online offers free delivery service to all UK mainland destinations, but reserves the right to ask for a contribution towards the cost of delivery for some items and to some destinations which includes UK highlands and Islands.

Free standard delivery is available for the majority of orders for stoves over £750 to mainland UK, except certain Highland postcodes, that incur a subsidised charge of £150. Additional delivery charges will apply for orders to Ireland or Northern Ireland and we may call you to ask for additional charges if not automatically charged at the time of ordering.
Purchases under £750 incur a nominal £35.00 delivery fee

Cheque payments must be cleared before goods can be released from stock.

Dispatch for delivery normally takes up to two weeks, depending on availability. It can take up to six weeks in some instances, if the lead time is longer than six weeks you will be informed by email of the estimated lead time for your goods.

Delivery of stoves to Ireland or Northern Ireland is available for most products and we reserve the right to cancel any order received for these destinations so please ask before you order. We do not deliver stoves outside the UK, Ireland and Northern Ireland. You will be contacted before your order is processed to confirm eligibility. 

We must advise that you check the goods while the driver is still there. The driver is obliged to wait with you up to 15 minutes (for palatalised goods only), whilst you unpack the goods and inspect them before you sign.If the driver refuses to wait then please mark the goods as damaged on the delivery note, so you are covered for all eventualities till you open and inspect your goods in next twenty four hours and you must inform us within this time . If you have checked the goods in front of driver and they are found to be damaged, please mark this clearly on the delivery note.

If goods are damaged please contact our Customer Service team, quoting your Order Reference and Delivery Note, and we will ensure replacement parts are sent out immediately.

If you are unavailable when your palatalised stove is delivered at your pre-booked time, then re-delivery charges will apply and they may be around £50.

If you are unavailable when package goods (small parcels) (e.g. fire, parts or other accessories etc ) are delivered, the courier company will leave a note, explaining how to re-arrange delivery for a more convenient time

If you cancel an order after it has been dispatched, we regret that you will be charged for the return delivery costs, even if the products have not reached your address.We can produce tracking number for your dispatch for your satisfaction.

2f- Return Of Goods

You may return unused goods, should you change your mind, within 30 days of delivery. You will be required to arrange to return it to us at your cost, in it's original packaging. On receipt, undamaged, we will refund all monies paid less a 20% restocking charge and the outward carriage charge.

2g- Bespoke Orders.

Specially ordered or none stock items, are excluded from the returns policy and are non returnable.

Whilst every effort is made to ensure the accuracy of the information contained in this website, it is not possible to guarantee that the information contained is correct or up to date. Manufacturers reserve the right to make changes without notification and this can adversely affect our website. Our website must be used as a guide only; not as a definitive document.Though it happens very seldom but we still advise you to check around and make sure about the product and it's use before ordering .

2h- Cancellations and Returns

Mail order, telephone and internet sales to individuals are covered by the Consumer Contracts Regulations 2014, which protect you by providing a 14 working day cooling off period from the day after the product has been delivered. A customer has the option to cancel any order between the time of placing it and 14 working days after delivery. Cancellations must be in writing by post or by email to [email protected] (not to ANY other email address) and quoting the Order Number. Under the Consumer Contracts Regulations 2014 you have the right to receive a refund within 14 working days of cancellation. We normally pay refunds within 7 working days of cancellation or when goods have been returned safely (whichever is the latter). You are advised to retain the original packaging and goods only accepted which are unused. You will find it difficult to return the item without appropriate packaging. Once again advised that the goods must not have been fitted, installed or used in any way. The goods must be unmarked and free from blemishes of any kind, and you must return them in a saleable condition. All spare parts are non returnable and non refundable due to being a special order. The cost of returning the item to us is entirely your responsibility.
We take privacy of our customers very seriously .All personal details that you give us are securely stored. We will never supply or sell any customers details to any outside organisation. We do not store any credit or debit card details as all your payments are made through Paypal . All credit and debit card details are encrypted using 128 bit SSL (Secure Socket Layer) encryption and sent using a secure server. 

3-Law and jurisdiction

These terms and conditions are governed by English law. Any dispute arising in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the Courts of England and Wales.