Order confirmation

When we receive your order, we provide you with a confirmation to your email. In addition, when you receive your order confirmation we have pre-authorised your payment method. We check with our warehouse or suppliers to make sure that your desired item is available and can be despatched. In the event that your items are unavailable for immediate despatch, we remove the pre-authorisation from your credit card and send you an email informing you of our actions. When items are available to be dispatched, we process the charges and prepare to despatch your order.

How will my order be delivered?

All orders will be delivered using the fastest, safest, and most reliable methods. Once we process your payment, we dispatch your items within the delivery time frame stated on the product page. Then, we send you a despatch notification after your item/s have left the warehouse. We will choose the most suitable delivery method and courier after you order. It's not possible to choose a courier or delivery method yourself.

Generally your stove or heavier items will be delivered on a 7.5 tonne delivery vehicle unless otherwise specified, please inform us as soon as possible if there will be any problems with access. Smaller, lighter orders are usually sent via a van courier network.

The driver will remove the stove or heavier items from the delivery vehicle using suitable lifting equipment, the product is considered delivered once it is removed from the vehicle and placed kerbside. The driver will be unable to move the goods across gravel or unfinished drives, through narrow openings, or up steps.

Due to the weight of the stoves and heavier items we sell, delivery drivers are unable to assist with carrying your goods into your property, It is the responsibility of the customer receiving the goods to organise suitable means to move them to a desirable place i.e. inside the house, a garage or other under cover area.

All goods must be checked while the driver is still on site and any missing parts or damage is to be reported on the delivery note when signing. The driver is obliged to wait with you up to 15 minutes (for palletised goods only), whilst you unpack and check the goods. Signing for the goods as “unchecked” is not acceptable.

If the driver refuses to wait then please mark the goods as damaged on the delivery note, so you are covered for all eventualities.

If you have checked the goods and they are found to be damaged, please mark the delivery note as damaged and refuse to accept delivery. Please contact a member of the Prestige Home Fires team as quickly as possible to report the damage so that a refund or replacement can be arranged.

Where does Prestige Home fires deliver?

We deliver anywhere in the UK (United Kingdom)

There may be additional charges for the 'offshore domestic regions' and ‘Scottish Highlands’: the Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland.

If your address is outside of the UK mainland please contact for a delivery quote, either by email Info@prestigehomefires.co.uk or by phone 033 0001 1344.

Delivery Information and Options

We aim to offer flexible and efficient delivery options tailored to the type, size, and weight of your order. Please find details of our delivery services below:

Standard Delivery

• For most items, standard delivery takes 2–5 working days from the date of dispatch.
• This service is available across the UK mainland.

Made-to-Order and Assembled Items

• Some products are made or assembled to order, requiring additional preparation time. For these items, delivery typically takes 5–10 working days.
• Pre Built Media Walls requiring additional preparation time. For these items, delivery typically takes 10–15 working days.

Next-Day Delivery

• Next-day delivery is available for select products and depends on the time of order placement and delivery location.
• Orders placed before the cut-off time are delivered within 1–2 days. Please check product details or contact us for eligibility.

Delivery Methods

• Parcel Couriers: Smaller items are delivered using our trusted courier partners, including (but not limited to) DPD, Royal Mail, or Evri.
• Pallet Delivery: Larger or heavier items, such as assembled furniture or fireplaces, are shipped on pallets to ensure safe transit. Pallet deliveries typically require additional handling time, and customers may be contacted to arrange a convenient delivery window. These items are delivered using our trusted courier partners, including (but not limited to) TPN, Jeavons, Montgomery or Proovia.

Delivery Exceptions and Remote Locations

• Delivery times may vary for remote locations or non-mainland UK addresses. Additional charges or extended delivery times may apply in such cases.

Tracking and Updates

• Once dispatched, depending on the product and service you will receive a confirmation email with tracking details, allowing you to monitor the progress of your order or you will receive a call from the courier pre delivery to announce the ETA.

If you have any questions about our delivery options or need assistance with your order, please do not hesitate to contact our customer service team either by email Info@prestigehomefires.co.uk or by phone 033 0001 1344.

Thank you for shopping at Prestige Home Fires.

If you are not entirely satisfied with your purchase, we are here to help.

Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you, or a third party other than the carrier indicated by you, takes physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to Info@prestigehomefires.co.uk

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Once the right to cancel period has expired we may still accept returns, although additional charges will be applicable. However, these regulations do not restrict the statutory right to cancel and do not apply during the 14 days cancellation period.

Effects of Cancellation

If you cancel this contract during the 14 day cancellation period, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than – 
(a) 14 days after the day we receive back from you any goods supplied, or 
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or 
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Cancellations and return requests made after a product has had a delivery agreed, has left Prestige Home Fires property, or been delivered and is deemed fit for purpose need to be authorised by Prestige Home Fires by completing the Return Process. The cost and risk of returning these goods are solely the customer's responsibility.

Please note that we sell a FirepitsUK range where the material used in some products are unfinished high quality grade British Steel. Where is states this in the product description of the products and accessories although meticulously handcrafted from high-quality sheet steel, they are designed to naturally develop a rustic patina that enhances their charm.

It's important to note that these items will begin to show signs of rust immediately after use and will not maintain their original black finish. This transformation is a part of the steel's character and does not impact the long-term durability or functionality of the products. Oils and heatproof paint can be applied if you don't desire the rustic patina look. 

Due to the natural rusting process, we do not accept returns based on rust development. This characteristic is a known and accepted part of the product's design and aesthetic.

To Return a Product To Us

Please make sure that the product was received by you in the last 14 days.
Send an email to Info@prestigehomefires.co.uk

Your email should have the following information so that we can process a return.

• Your name
• Order reference number
• Your Address
• Email address
• Contact number
• Date of purchase
• Date the goods were received by you
• If you originally ordered multiple items, which do you want to return?

When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund.

Sending A Return Back To Us

Some of our products may have delicate physical properties and the transportation of these items is a difficult business. If the item you wish to return has delicate physical properties please make sure that any courier used is aware that the contents of the shipment could contain delicate items. Also, make sure that any courier shipment is fully insured to the value of the shipment (retail price).

Damaged Or Faulty Items Received By You

If you received a damaged or faulty product, please notify us immediately for assistance as some carriers will not normally accept claims more than 48hrs following delivery.

Sale items

Sale items can be refunded.

Contact us
If you have any questions about our Returns and Refunds Policy, please contact us:

• By phone: 033 0001 1344
• By email: Info@prestigehomefires.co.uk