Despatch and Delivery Information
All shipping 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. Only orders placed and confirmed by 8am will be processed and despatched the same day as ordering. You will receive an email letting you know when your order has been dispatched (‘completed’). Despatch and deliveries occur on business days only (Mon-Fri exc. Bank holidays) and so, for example, an order placed at 9am on a Friday will not be processed until at least the following Monday. Delivery would then take place on the Tuesday for a next day shipping or up to 5 further business days for standard services. Please allow the stated time frame of your chosen carriage option to pass before chasing your delivery; next business day (2-day for Highlands & islands) or up to 5 business days (Courier or Royal Mail).
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
We offer free shipping for Royal Mail and Courier orders over £180 including vat (£150 excluding vat), before shipping, to the majority of mainland UK addresses. Please ensure you choose the £0.00 shipping option at the checkout as this cannot be refunded retrospectively. The free shipping option will be either a Royal Mail up to 5 business day service or our standard courier up to 5 business day service depending on the size/weight of the order, and does not include next day or express services. Unfortunately, we are unable to offer this promotion to our customers in areas deemed ‘Highland & Islands’ (e.g. AB, KW1-17, PA20-49, PA60-PA78, PH15-50, KA27-28, HS, ZE, IV, FK17-21, G83, BT, IM, JE, GY, PO30-41,TR21-25), nor does this apply to large palletised / multi-box orders or some goods shipped directly from the manufacturer such as Flue Cubes, Wharfe Valley hearths or Calfire Fireside products.
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
It is essential that all goods (especially stoves) are checked before being signed for. If an item is damaged, sign for the item as ‘damaged’, notify the driver and FlexibleFlueLiners.com within 7 days. By failing to do so, you are accepting responsibility for any damage discovered thereafter, voiding any claim. Any claims of damage raised after 7 days will not be honoured due to the length of time the item has been stored and handled, unadvised.
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.