Book an Engineer 0203 124 1588 0203 124 1588
★ FREE delivery on orders over £500 - Use code FREEDELIVERY ★ ★ 50% off flue liners when you purchase any Capital Stove this February and March ★ ★ 50% off flue liners when you purchase any Capital Stove this February and March ★
Home | Shipping Policy

Shipping Policy

Last updated August 30, 2023

Thank you for visiting and shopping at Enviro-Flame. The following is our Shipping Policy.

This Shipping Policy is part of our Terms of Service and should be therefore read alongside them.

Please carefully review our Shipping Policy when purchasing our products. This policy will apply to any order you place with us.

What are my shipping & delivery options?

Enviro-Flame offers in-store pickup for any products ordered. Customers will be notified by email or telephone when their order is ready for collection. Pickups are scheduled between 10 a.m. and 4 p.m. from Monday to Friday, and there is parking at our showroom.

In some instances, a third-party supplier manages our inventory and will handle the shipping of your products. A number of our products come with free shipping, often for items priced over £500, but there are exceptions. Products with free shipping have a delivery time ranging from three to thirty days, depending on product availability and origin.

For customers interested in other shipping options, our pallet carriage service is priced between £50-£130. We offer two delivery speeds: Standard deliveries will usually reach you within three to ten business days after shipment while expedited shipping will usually take three to six business days.

We work with multiple shippers to ensure timely delivery. However, all given delivery times are estimates. Once your order is dispatched, we will send tracking details via email. Please note that we do not deliver to Post Office boxes, and for overseas customers, orders are sent to the designated shipping company in the UK.

Please note that our own delivery service currently covers areas within a ten-mile radius of our showrooms, available upon special request. After placing an order, we will provide an estimated delivery date, influenced by factors such as product availability and your location. If you are collecting the goods, you may do so after our order confirmation, during business hours from 10:00 a.m. to 4:00 p.m. on weekdays. Once the goods are delivered or collected, responsibility shifts to the customer. Ownership transfers once we have received full payment. Deliveries to Central London, North, East, and West London might take longer.

If we cannot deliver to your address, we will leave a note detailing the return of your goods to our premises and how to arrange a redelivery.

How can I track my order?

Once tracking details for your order become available to us, we will provide them via email. This information will be sent to the email address registered with your account or the one you provided during the checkout process. Please note that it may take up to 24 hours for the tracking number to become active.

Can I change the delivery address after ordering?

During the checkout process, after entering your billing address details, you will have the option to specify a different delivery address. Kindly note that we reserve the right to request additional information if the delivery address differs from the billing address.

What happens if my order is delayed?

If delivery is delayed for any reason we will let you know as soon as possible and will advise you of a revised estimated date for delivery. Please note that the priority of delivery within the method of shipment chosen is determined by your shipper. If the shipper is holding them, please contact them.

What should I do if an item is delivered damaged?

Please note that Enviro-Flame is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Save all packaging materials and damaged goods before filing a claim.

What can I do if I am not available to pick up the package?

If you are unavailable to accept your delivery, the carrier may, depending on the type of delivery service and carrier, leave a contact card at your address indicating when they will attempt re-delivery. In the event that you are unable to receive the parcel during the carrier’s final attempt, it will be returned to the carrier’s depot. You must then contact the carrier to arrange a collection; otherwise, the shipment will be returned to our store. In such case, you will be liable for reshipment costs once we have confirmed an updated delivery time with you.

Questions about returns?

If you have questions about returns, please review our Refund Policy.

How can you contact us about this policy?

If you have any further questions or comments, you may contact us at info@enviro-flame.co.uk.

Revision Date

This Shipping Policy was last updated on 30 August 2023 (“Revision Date”). If you were a user before the Revision Date, it replaces the existing Shipping Policy.

Book an engineer online Book one of our expert fireplace engineers online today and ensure your fireplace is running safely and efficiently.
Sign up for a trade account Join our exclusive fireplace trade account to gain access to special discounts, promotions and personalised support for all your fireplace needs.
We offer fireplace installation Discover the warmth and ambiance of a cosy fireplace in your home with our professional fireplace installation services.
Or if you'd prefer to speak to our friendly team, please call us on 0203 124 1588
Excellent
450 reviews Reviews IO Logo
Anonymous Brian was very friendly, professional and got the job done in the time slot. He also cleaned everything up and left the ... 2 months ago
Top
X Your Basket

No products in the cart.