Despatch and Delivery Information
All delivery times stated on FlexibleFlueLiners.com do not include despatch time, which is usually within 24 working hours but can be up to a maximum of 3 business days during the peak winter season. Despatch and deliveries occur on business days only (Mon–Fri, excluding Bank Holidays) — for example, an order placed at 9am on a Friday will not be processed until the following Monday at the earliest. You will receive an email letting you know when your order has been dispatched (‘completed’).
Please allow the stated timeframe for your chosen delivery option to pass before chasing your delivery: Express Delivery is typically next business day (2 days for Highlands & Islands), or Standard Delivery is up to 5 business days via Courier or Royal Mail.
Express Delivery
Order before the 8am cut-off and we’ll dispatch your item the same working day on our express courier service. Express orders are delivered in 1–2 working days in the vast majority of cases — while we can’t guarantee the courier’s delivery timescale, we always do our part by getting your order out the door the same day. Orders placed after 8am with Express Delivery selected will be dispatched the following working day. Please note a 2-day service applies to Highlands & Islands regardless of cut-off time.
Standard Delivery
Please allow up to 5 business days via Courier or Royal Mail before contacting us. You will receive an email letting you know when your order has been dispatched.
Please be advised not to book any installers, engineers or contractors until you are in receipt of all goods. FlexibleFlueLiners.com hold no responsibility for any unexpected delays with delivery of goods.
Free Delivery
Free delivery on orders over £150 ex. VAT (£180 inc. VAT) of our core flue ranges, delivered to the majority of mainland UK addresses:
- Flexible flue liner
- KW Pro twin wall flue systems
- Enamelled stove pipe
What’s not included
- Replacement stove glass and fire bricks. Although we dispatch these from our own warehouse, they are not eligible for free delivery and are charged at the shipping rate shown at checkout.
- Products supplied directly from the manufacturer (drop-shipped), such as Flue Cubes, Wharfe Valley hearths and Calfire Fireside products. These are also charged at the shipping rate shown at checkout.
Shipping is charged on these items even if your basket also contains qualifying products.
How it works
- The £150 ex. VAT threshold is calculated on qualifying products only, before shipping. Replacement stove glass, fire bricks and drop-shipped items don’t count towards it.
- Free delivery is sent by Royal Mail standard service or, where the weight or size of the items doesn’t allow this, our standard courier service (up to 5 business days).
- Express delivery is not included.
- We can’t offer free delivery to areas classed by couriers as Highland & Islands.
- Please select the £0.00 shipping option at checkout. Shipping charges can’t be refunded retrospectively.
Receiving Stoves or Large Palletised Orders
All stoves or bulk orders of goods will be palletised and delivered on a one-man, curb-side service only meaning that depending upon the conditions, drivers may refuse to deliver to the location of your choice. You are advised to ensure you have adequate man power to accept delivery of an order that will be shipped on a pallet, to move it from the curb side to the location required. This is the responsibility of the customer. Failure to accept delivery or request redelivery can incur additional charges.
Signing For Deliveries – Specifically Stoves
Please inspect all items carefully before signing for delivery — this is especially important for stoves and larger goods. If any item appears damaged, sign for it as ‘damaged’, notify the driver, and contact us within 7 days of receipt. Failure to do so will be taken as acceptance of the goods in satisfactory condition, and we will be unable to honour any damage claims raised after this point.
Royal Mail Shipping
Royal Mail 24 tracked/ untracked will aim to deliver in one working day however this is not a guaranteed service, this could possibly take up to two working days. Royal Mail 48 tracked/ untracked will aim to deliver your parcel within two – three working days however this is not a guaranteed service, this could possibly take up to three to four working days.
Returns Information
For Unwanted Items:
- We must be informed beforehand and within 14 days of receipt of your intention to return. Please await acknowledgement of this and you have a maximum 14 days to return goods to us.
- We will refund/credit or replace any unwanted items within 14 days of return to us.
- Returns will only be accepted for qualifying unused goods in a resalable condition.
- Returned goods must be sent by the customer in suitable packaging, the return postage cost is the responsibility of the customer.
- Any loss of value resulting from use of the item or damage to the item must be financially compensated by the customer, or this may result in an amount being deducted from any refund due.
- Bespoke items manufactured or cut to order, including but not limited to Flexible Flue Liner, Stove Rope, Stove Glass, Fire Bricks, some coloured stoves and tailor-made Hearths and Fireplaces, are non-returnable and cannot be refunded.
For Faulty Items:
- If an item is faulty, we must be informed within 7 days of your intention to return. We will give instructions for the return of the item.
- The item must be complete with all its component parts.
- A repair must not have been attempted.
- The item must not have been altered or modified in any way.
- The customer is responsible for ensuring the item arrives back to us in the same condition as it was sent. The return postage cost is the responsibility of the customer, but in almost all cases will be refunded after the item has been received by us.
- Items must be inspected upon receipt and signed for as damaged if applicable. All damage to goods must be reported to FlexibleFlueLiners.com within 7 days of receipt. Claims outside of 7 days will not be honoured. By signing for goods, you are accepting they were provided in good condition.