General Delivery

At chimineashop.co.uk, all shipments within the UK are free unless where stated. Please allow 10 working days for delivery. Occasionally, due to unforeseen circumstances, it may take longer. If this happens we will be sure to contact you and let you know when your item will be sent. We reserve the right to use any carrier.

Please be aware that during times of peak demand and delivery, or adverse weather conditions, your order may be slightly delayed.

Most deliveries will require a signature. You can leave us instructions to deliver to neighbours or even to leave the parcel in a particular location. However, you do this at your own risk. If you ask us to leave the item in a location that is not secure, and should the item be stolen, we will not be able to give you a refund. Also, should the item be damaged and you are not there at the time, we may not be able to accept your claim.

We may decide to deliver an order in several parts for our convenience, so there may be more than one delivery for a single order.

It is really important that check your order as soon as you receive it and if you are not completely satisfied with it, you should contact us at once.

If on receipt of your order you notice that an item is missing, please contact us at once. If it is our error and we have omitted to send it, we will send it at once without any charge. If the item is not available for whatever reason, we won’t be able to send it. Please note we take photographs of all pallets going out as a reference in case of missing items claims.

General Terms

Sometimes there is a difference between the colours in the product photo and the delivered product. This may be due to the light conditions during photography or the set up of your computer monitor. Some products are hand made, hand painted or hand finished and often the look of the product may vary from the image on the website. So please take the images as indications of what your product will look like, we cannot guarantee the exact appearance of products.

We adhere to the warranty provided by the manufacturers of the products. In the case of faults, we will fix or repair the faults or exchange the products.

Many of our products require particular care and attention and you need to follow the instructions carefully. For the avoidance of doubt, we confirm that we will not accept any complaints about:
- rusting cast iron or steel chimeneas or any other metal parts
- cracking of clay chimeneas after delivery

Deliveries to North Scotland

We are happy to deliver to the north of Scotland but unfortunately additional delivery costs may be charged. To find out the cost to have your parcel delivered to one of these areas, please email (hello@chimineashop.co.uk) or call for a quote.

Deliveries to North Ireland, Republic of Ireland and Islands

Unfortunately we cannot currently deliver outside of the UK mainland. All orders placed outside of this will be cancelled and a full refund issued.

International Deliveries

Unfortunately, we do not offer international deliveries at this time.

Damages and Exchanges

Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we'll make sure you're taken care of. Any missing or broken parts are replaced free of charge. In the case of a broken part please email stating the model, order date and the part missing, photographs of the damage, and a replacement part will be sent to you. Please notify us of any damages within 7 days of delivery. We regret we cannot replace items after this time period.

We cannot offer a service to remove the original damaged item, so please dispose of this yourself.

Very occasionally, part of an order is mislaid in the warehouse - if you do not recieve all of your order, please call or email and we will rectify the situation. Please be aware however that some smaller items are sometimes tucked away in a corner of the packaging, so please check thoroughly before contacting us. Some items will arrive in a separate parcel since they may be sourced from a different warehouse.

Returns

Please find your specific situation from the list of scenarios below:

1. You decided to cancel your order

If you wish to change or cancel an order contact our Customer Service team by email at hello@chimineashop.co.uk

Please have the order number and date the order was placed to hand. If your products have already been delivered, then you will need to follow our returns procedure outlined below.

2. You received the product but the product is not working correctly, has missing parts, or is visibly damaged or deformed

Any missing or broken parts are replaced free of charge. In the case of a broken part please email stating the model, order date and the part missing, photographs of the damage, and, once we've got insurance sorted with our courier, a replacement part will be sent to you.

3. You wish to return an unwanted item

If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:

• The item must be unopened, unused, and still in the original packaging.
• You must contact us to notify us that you'd like to return the item within 28 days of receiving the item.

If you return an item without all of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all of the above requirements, your refund will be issued.

In either case, you are responsible for return delivery charges to return the product to us.

4. You refuse the delivery of your order, and it comes back to us

If you refuse an item and it comes back to us, you will be issued a refund LESS a 15% restocking fee and our actual cost for delivery and handling. If the item is damaged during the delivery process, no refund will be issued until an insurance claim process is complete. Once the claim process is complete, you will be issued a refund in the amount we are reimbursed by the delivery company (minus the amount the delivery company charges us for the shipment to you and back to us). If the delivery company does not approve the claim, we are unable to provide a refund.