DISPATCH AND DELIVERY
Important note regarding the delivery tracking information provided during dispatch:
Tracking information we share with the customers informs of courier’s details and provides the convenience of knowing one hour’s delivery window in the morning of a day it takes place. This allows them to plan the day accordingly and ensures successful delivery at its first attempt, or gives options reschedule it if such is necessary.
For us tracking details serve as a confirmation of item’s dispatch and a proof of its delivery, and is part of our contract with the courier.
It is not meant or required to serve any other purpose than the ones above.
While it is exciting and reassuring to see a parcel being scanned along its way through the delivery network it is important to note that our fire pits are dispatched as heavy, difficult to handle and mainly over-sized parcels (our Free Delivery applies to all of them) which sometimes understandably go to the back of the queue while at DPD depot, especially during these unpredictable times of lockdown, so we kindly ask you not to chase us or DPD if their tracking is not updated for a few days.
In almost all such cases the parcels turn up on time, sometimes with one or two days delay. When longer delays occur we always do what we can to locate, redirect, replace or refund the item if it is returned to us by customer as per our T&Cs and Consumer Contracts Regulations.
We dispatch orders within one to three* working days (this can increase to by a few working days during busy spring/summer and Christmas periods) and they are delivered in 6-7 working days** after the confirmed dispatch date.
ESTIMATED DELIVERY TIMES:
UK – 6-7 working days
Republic of Ireland, France: 5-6 working days
Rest of the EU and Switzerland: 6-7 working days
All of our orders have tracking information which is sent out as soon as the items are dispatched. We use DPD and TNT services for our deliveries.
If for whatever reason you feel that you need to call us regarding your order’s delivery time before its estimated date provided in the dispatch note sent to you, we kindly ask you not to do so – we simply won’t have any other/different information to the one that you already have.
More information about deliveries and returns can be found here.
*Personalised orders might take an extra day to be dispatched.
**Delivery times might be 1-3 days longer if you live outside the UK, or in the or Highlands and Islands of Scotland.