Deliveries and returns
Is there a cost for delivering one of your fireplaces?
Yes – deliveries in the UK are from £70+vat. Outside UK is by specific quotation
Do you deliver the fireplaces yourself or via a third party?
Throughout the south of England & the Midlands we deliver using our own vehicles and staff . We deliver the products unpacked ready for inspection and carry them into your home. Elsewhere we use respected third party carriers who will deliver to your home in a sealed crate. They are not insured to unpack or carry the fireplace into your home. Always sign for the delivery as UNCHECKED
Can I specify a date and time for delivery?
Both ourselves and the carriers can deliver on agreed dates. With the carriers we can narrow down to half days and with ourselves we’re able to offer very accurate time windows
What happens if the fireplace is damaged in transit?
For deliveries by carrier we insist you sign for the delivery unchecked. Thereafter if you discover damage we will rectify as swiftly as we’re able to – but you must notify us of any damage within 24 hours of delivery
For deliveries that we make ourselves we invite you to inspect the unwrapped goods as they are delivered
We will always rectify any reasonable complaint
Is there a warranty?
Yes – our fireplaces are guaranteed free from defects except for the variations in colour, veining and fossilisation that occur naturally in marble and stone.
All our fireplaces are inspected in our overseas workshops and then once again in UK prior to shipping
Furthermore you have the right to change your mind at any time for any reason (within 7 days of delivery) (see details in the fireplace ordering section)
We want to delight our customers with the beauty of our marble and stone fireplaces and the quality of our service
Do you offer a fireplace installation service?
We are happy to arrange the installation and manage the installation itself. However the installation is not carried out by our staff nor do we bill you
As we deliver fireplaces all over the UK we believe our customers’ best interests are served by our recommending qualified and experienced fitters with whom we have forged strong relationships
We will only recommend fitters who we believe will enhance our reputation by delivering an excellent service
We do not receive commissions or any other form of financial reward from fitters
How much does installation cost?
This will vary according to the complexity of the installation and the location. The best fitters carry out a survey before issuing a written quotation
Can I install your fireplaces myself?
We strongly recommend that fireplaces are fitted by experienced qualified professionals working subject to all relevant regulations – in particular GAS SAFE (for gas fires) and HETAS (for solid fuel fires)
Do you offer installation advice?
Yes – we are glad to pass on simple tips we’ve received from our recommended fitters