Delivery & Collection
Delivery & Collection of Supply Only Goods
When placing your order on line please ensure you have chosen your correct option of 'Collection' or 'Delivered'. If we are unsure we shall put your order on hold until we have made contact with you to confirm. Delivery of 'in-stock' items are usually within 5-7 working days of us receiving your order and payment. However for any items that are showing a longer delivery time on our website indicated by a number of weeks or a date, is an ESTIMATED arrival time for either a) the container holding those goods, to dock at a UK port. A further 5-7 working days need to be added to this time frame for the unloading and transferring of the goods onto a courier and then onto the delivery address given. Or b) your product to be made.
These dates will be the latest estimated dates given to us by our manufacturers/suppliers and may change at any time for reasons beyond our control.
The couriers are instructed to contact our clients to give a date of delivery. (Please note no time will be given, only a date.) When you have been informed of your delivery/tracking information you need to abide by the relevant couriers Terms and Conditions on their own website.
The reason we cannot guarantee delivery dates is due to these facts:
- The products may be made abroad. (Bioethanol stoves are predominantly made in China)
- Bioethanol stove delivery dates are estimated dates that we have been given by the manufactures, usually for the containers to dock. (NB: Once the ship has docked it usually takes 5 working days from unloading onto the couriers and for your order to be delivered to you. The couriers have been asked to contact you directly but sometimes this is not possible. If you have ordered logs, fuel, etc these will arrive separately on a different date)
- Reduced work force in factories and/or at ports
- Maritime piracy and robbery on the container ships
- Delays at ports due to rerouting and customs
- Lack of containers available
- Manufacturing delays / part delays
- Steep rise in shipping costs and smaller containers being used
- Couriers own dispatch issues
The result of one or many of these factors listed above can create backorder deliveries being delayed to the shown date on our site when you made your purchase.
We are extremely sorry for any delays and any inconvenience caused, and can assure you we will be doing all we can to get orders out to our customers as soon as physically possible.
Our stoves/fires are supplied by a third party 'kurb-side' only delivery service. The drivers are not insured to carry, lift, or drag deliveries. When we have informed you of your delivery and tracking information you need to abide by the relevant couriers Terms and Conditions on their own website. The Stove House Ltd are not held responsible for any third party courier services.
Damages
- If the package is visibly damaged upon delivery, consider whether it is so defective that you should refuse receipt due to the damage.
- If you have received the package, and there are signs of damage or incorrect handling of the package, you have 24 hours to contact the delivery company and complain about the damage they have caused to the package. If you fail to do so, the delivery company may deny that it is their fault that the package has been damaged.
- It is important that you document any damage with pictures before opening the package. Damaged products must be documented with pictures.
- Transport damage and documentation for these must also be reported to the couriers as well as our customer service team within 24hrs after delivery.
- Signing anything as 'unchecked' will not be accepted. Sign 'damaged' if you are unsure.
Please follow the above; otherwise, no compensation or exchange can be considered.
Please ensure you read our returns/refund policy.
Suppliers Hearth Delivery Terms;
Kerb-side Delivery
Our third party courier deliveries are to kerb-side only. The delivery drivers will be asked to attempt to contact you approximately one hour before delivery using the details given at the time of ordering (landline and/or mobile) if reception is available and the courier has the facilities to do so. The delivery drivers are not expected to assist with the movement of the delivery from the kerb-side to a more suitable location on-site. When we have informed you of your delivery (and tracking information if applicable) you need to abide by the relevant couriers Terms and Conditions on their own website. The Stove House Ltd are not held responsible for any third party courier services.
The majority of our deliveries are done using a 17t Lorry, if a smaller veicle (i.e. 7.5t Lorry) is needed for restricted access such as narrow lanes or low bridges, this may require more than one delivery if the order is more than 7.5 tonnes in weight.
Damaged Items
It is essential that, upon delivery, if there is noticeable damage to the order (i.e. broken pallet, visible signs of damage to the tiles etc, that you mark the delivery sheet as "DAMAGED" and email us a description of the damage and photographs. This allows us to make a claim and rearrange delivery. Any damage not marked as such on the delivery note will be replaced by us at our cost at our discretion. When we have informed you of your delivery and tracking information you need to abide by the relevant couriers Terms and Conditions on their own website. The Stove House Ltd are not held responsible for any third party courier services.
Weekends and bank holidays
Collections and our Express and Standard deliveries only take place Monday to Friday. We are not open weekends or during Bank Holidays. We close at Christmas, usually 3 or 4 days prior to Christmas Day and re-open after the New Year Bank Holiday.
Collections
Collection Terms and Conditions
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It is the customer’s responsibility to ensure that the vehicle used for collection is suitable for safely transporting the order.
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We accept no liability for any damage or breakages that may occur during transit when using your own vehicle.
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All items are inspected and photographed before collection for reference.
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Many of our items are heavy and will generally require at least two people to load and unload. Customers must ensure that those handling the goods are capable of lifting and moving them safely.
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We will not be held responsible for any personal injury or harm sustained during or after collection as a result of handling the goods.
Please ensure you read our returns/refund policy.
News link history:
Cape Of Good Hope reroutes well into 2025
BBC NEWS: Delays at Felixstowe Port
BBC FREIGHT NEWS:13th June 2021