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Delivery Information

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.