Everything practical, in one place.
Deliveries, returns, spares and the guarantee, answered the short way. If your question isn't here, the contact page reaches a human.
Delivery
How quickly do orders go out?
Every order is processed within 24 hours, seven days a week, and ships free and tracked. UK orders typically arrive in 2-5 working days. You get the tracking link in your dispatch email.
Do you ship outside the UK?
Yes: we deliver free to the United States, Canada, Australia, Ireland, France, Germany and New Zealand, typically in 3-5 working days. Anywhere else, email us and we will tell you the moment we open your region.
Can I change the delivery address?
Only before dispatch, so write in as soon as possible with the order number and the correct address. Once an order has shipped it usually cannot be redirected.
My order hasn't turned up. What now?
Check the tracking link first. If the order is more than 10 working days past dispatch, contact us and we chase the carrier the same day. Confirmed-lost orders are replaced or refunded, your choice.
Returns & refunds
What is the returns window?
30 days from the day it arrives, for any reason. Unused and in the original packaging for change-of-mind returns. Message us first and we will confirm the return address and the simplest way to send it back.
Who pays for return shipping?
If the item is faulty, damaged or not what the page promised, we do, always: prepaid label or reimbursed postage. For change-of-mind returns the return postage is yours; use a tracked service and keep the receipt.
When does the money come back?
Within 14 days of the return arriving back and being checked, or within 14 days of you showing proof of postage if that is sooner. Banks can add a few working days on top.
Guarantee & spares
What does the 2-year guarantee actually cover?
Manufacturing faults under normal use, for two years from delivery: failed motors, leaking louvre joints, dead heating elements, broken welds and the like. It does not cover accidental damage, misuse or normal wear parts unless the product page says otherwise.
Something broke or a part is missing. Do I return the whole thing?
Almost never. Send a photo and the order number and we ship the missing or failed part straight out. Whole-unit replacement happens when a repair genuinely will not fix it.
Can I buy spare parts later?
Yes. Covers, fixings, burners, remotes and wear parts stay available for the products we sell. Message us with the product name and what you need.
Product & assembly
How hard is assembly, honestly?
Every product page states the realistic build time and how many people it takes, and each product has a step-by-step guide and video. If the page says two people and a Saturday, believe it.
Are gas products safe and legal to use in the UK?
Yes: gas-fired products ship with a UK-spec regulator and the relevant UKCA/CE conformity. Follow the clearances in the manual, and never use patio gas appliances indoors.
Will you tell me if a product is wrong for my space?
Gladly. Send dimensions, ceiling heights or a photo of the spot and we will say straight whether it fits, and which spec actually suits, even when the answer is a cheaper one.
Didn't find it?
Send the order number and the question. A person reads it and answers it, usually the same day.