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.

Returns & Refund Policy

At Prestige Home Fires, we aim to ensure our customers are fully satisfied with their purchases. In the unlikely event that you are not pleased with your order, please read through our refund and return policy below.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or plural.

Definitions

For the purposes of this Returns & Refund Policy:

• Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Fionn Group LTD, Grosvenor House, 3 Chapel Street, CW12 4AB.
• Goods refer to the items offered for sale on the Service.
• Orders mean a request by You to purchase Goods from Us.
• Service refers to the Website.
• Website refers to Prestige Home Fires, accessible from www.prestigehomefires.co.uk.
• You means the individual accessing or using the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

You are entitled to cancel Your Order within 14 days without giving any reason for doing so.

The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

To exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us by:

• Email: Info@prestigehomefires.co.uk
• Website Contact Page: www.prestigehomefires.co.uk/pages/contact
• Phone: 033 0001 1344

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

For other refund methods such as Klarna, PayPal, Clearpay, please allow up to 2 weeks for us to fully process your return and issue your refund. Once the account has been credited, You will be contacted by the third-party payment provider to arrange a refund back to your bank account, which can take up to 10 business days depending on how You paid.

Conditions for Returns

To be eligible for a return, please ensure that:

• The Goods were purchased within the last 14 days.
• The Goods are in their original packaging.
• The Goods are unused and undamaged.

The following Goods cannot be returned:

• Goods made to Your specifications or personalised items.
• Goods which are not suitable for return due to their nature or expiry date.
• Goods unsealed after delivery that are not suitable for return due to hygiene or health protection reasons.
• Goods that, after delivery, are inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods

If Goods need to be collected from You, returns are free if the item is damaged or faulty. If the return is for any other reason, You are responsible for the return shipping cost and any associated risks.

To arrange a return, please contact us via:

• Email: Info@prestigehomefires.co.uk
• Website Contact Page: www.prestigehomefires.co.uk/pages/contact
• Phone: 033 0001 1344

Our customer service team will guide you through the return process and provide you with the correct return address.

We cannot be held responsible for Goods that are damaged or lost in return shipment. We strongly recommend using an insured and trackable mail service. Refunds cannot be processed without actual receipt of the Goods or proof of received return delivery.

Exchanges

We only replace items if they are defective or damaged. If you wish to exchange the product for another one, the same return conditions apply.

Once the original product is received and inspected, the replacement product will be shipped. If there is a price difference, necessary adjustments will be made.

Gifts

If the Goods were marked as a gift when purchased and shipped directly to You, You'll receive a gift credit for the value of Your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the order shipped to themselves, We will send the refund to the gift giver.

Reporting Damage or Defects

If You receive a damaged or faulty item, please notify us immediately.

Faulty or defective items must be reported within 30 days of delivery.

To ensure a quick resolution, we may require photos of the item or for the original item to be returned.

At times, our manufacturers are best suited to support Your inquiries. In such cases, we may connect You directly with them to ensure the fastest resolution. While You may be working directly with the manufacturer, we will monitor the resolution process and step in if necessary.

If it has been more than 30 days since delivery but the item has an eligible manufacturer’s warranty, please contact us for further assistance.

Additions to Note

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.

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

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