Delivery & Returns
The increased demand has caused our stock to sell out quickly, which has been a challenge as lead times for restocking have been longer than expected. During this complicated time things are constantly changing and although we will try our best to get orders delivered by the due dates on the site, there may be slightly delays out of our control. We are committed to keeping our customers updated at all times and are also keeping everyone’s safety in mind. We thank our customers for their patience and we have loved seeing our customers enjoying using their fire bowls and are glad we can bring a little light to your homes during these unprecedented times.
Thank you and stay safe, Lauren & Catherine.
Goods will be dispatched from our warehouse within 24 hours if order is placed by 1pm Monday to Friday only (excluding public holidays or annual closure) these will be despatched using a 24 hour courier service for delivery Monday to Friday only, orders received outside of this will be despatched the next working day (Monday to Friday only). You can select a Saturday delivery option, however there is an extra charge for this. Delivery costs are dependant on service chosen and postal area, carriage costs are calculated at the point of order (24 hour service applies to all addresses with a postal code within mainland UK, anywhere outside of this area may take 48-72 hours using the 24 hour service.
Please ensure someone is available to receive your order. We use a third party courier who will need assistance in off-loading the goods safely., also please ensure that your address is accessible for a large vehicle to be able to deliver to, otherwise we will have to cancel your order before its despatched.
We ask customers to check goods and comply with instructions sent and to notify us immediately of any quality issues. Before signing the delivery note, all packaging must be checked for signs of damage and then indicated on the delivery note accordingly.
If you have opted for the collect option, please note that the collection address is not from our office address (Haltwhistle Road), and is less than a 10 minutes drive away. We will contact you upon order receipt once order is ready and advise the collection warehouse location.
Every item we sell is carefully inspected before despatch, although very rarely problems may occur. If an item is received as faulty please advise our customer service team within 72 hours of receipt, and a full refund including all delivery costs will be issued.
If you change your mind, returns will be accepted within 30 days and refunded if goods are undamaged and in their original packaging. You will need to pay for the delivery cost to return the item to us, but we will send any exchanged items free of delivery charge.
Delivery costs are non-refundable on returned or cancelled orders where goods have already left our warehouse.
For information on damaged or faulty goods and returns please see our Terms and Conditions.