Where we ship from and to

We deliver throughout the United Kingdom. Orders are dispatched from the Netherlands and, depending on the product, directly from our production partners within the European Union.

Shipping cost

Shipping is free on all orders, unless stated otherwise.

Import duties and taxes: no surprises

All UK import duties and taxes are included, delivered duty paid. The price you see is the price you pay; there are no extra charges on delivery.

Delivery times

Delivery time varies per product and is shown on each product page. Custom-made products, or products shipped directly from our production partners, may have a longer lead time. All stated times are indicative; we always aim to deliver as quickly as possible.

Larger items and freight

Larger fireplaces may be delivered by freight (pallet) to the kerbside. The carrier will arrange a delivery appointment, so please provide a valid phone number at checkout.

Checking your delivery

Please inspect your delivery on arrival. Visible transport damage must be noted on the delivery or consignment note at the moment of handover (a general note such as "under reservation" is not enough), and reported to us immediately at sales@bioethanolfireplace.uk, with photos where possible.

Delays

If a delay occurs we'll let you know as soon as possible. An exceeded indicative delivery time does not give a right to compensation, but you're welcome to contact us for an update at any time.

Address and non-delivery

Delivery is made to the address you provide; please make sure it is correct and complete. If an order cannot be delivered, we'll contact you and refund any amount already paid, unless otherwise agreed.