1. Delivery Timeframe and Charges:

    • Delivery to mainland England, Wales, and industrial Scotland within 3-5 working days.
    • Preferred delivery day requests (Monday to Friday) can be added at checkout, though not guaranteed.
    • Standard delivery fee: £33.33 + VAT for stoves and pizza ovens to most UK mainland postcodes.
  2. Delivery Process:

    • Stoves arrive on a pallet, often weighing over 200kg.
    • Delivered by third-party courier within 5-7 working days; specific day requests possible.
    • Doorstep/kerbside delivery; driver assistance may vary.
    • Availability required between 8am and 6pm on delivery day; couriers may call 30-45 minutes before arrival.
    • If not at home, delivery can be left in a 'safe place' at your risk.
  3. Delayed Deliveries:

    • Notification of delays as soon as possible.
    • No responsibility for loss of earnings or installer fees due to delays.
    • Suggested to order at least 2-3 working days in advance of installation.
  4. Access and Vehicle Size:

    • Notify if restricted access; smaller vehicles may require assistance in unloading.
    • Driver discretion for safe delivery; alternative arrangements if access is problematic.
  5. Delivery Surcharges by Areas:

    • Band 1 (£49.99): DG, TD, EH, EX, G1-G82, KA1-KA26, KA29-KA30, KY, ML, PL, SA31-SA99, TA, N, KT.
    • Band 2 (£55): IV1 – 40, IV52 – 54, IV63, KW1 – 14, PH19 – 32, PH34-35, DD, PH1 – 18, SE1 - SE28, TD1 - 15, TR1 - 27.
    • Band 3 (£72): All AB, FK20-21, G83, G84, G90, IV1-20, IV29-39, IV57-62, KW1-14, PH19–32, PH34–35, PO30-PO41.
    • Band 4 (£80): PA21 – 38, PH33, PH36 – 41, PH49 – 50, BT1 – 99 (Northern Ireland).
    • Band 5 (£98): HS, IV21-IV28, IV41-IV51, IV55-IV56, IV63, IV99, PA20, PA21–PA38, PH33, PH36-PH41, PH42-PH44, PH49-PH50, KA27, GY (Guernsey), JE (Jersey).
    • Band 6 (£134): KA27-KA28, PA40-PA80, IM (Isle of Man).
    • Band 7 (£163): ZE, KW15-17.
    • Other UK Mainland (£39.99): Applies to areas not covered in the above bands.
  6. Contact for Delivery Issues: Email service@henleystoves.com

Despatch & Shipping Guidelines at Henley Stoves

Please take note that all shipping durations promoted by Henley Stoves do not encompass the despatch time. Despatch typically occurs within 24 business hours but may extend to a maximum of 3 business days during peak winter seasons. You will receive an email notification once your order has been sent out. Despatch and deliveries are exclusively scheduled for business days, which excludes weekends and bank holidays. Kindly allow the specified duration associated with your chosen carriage option to elapse before making any inquiries: next business day (2-day for Highlands & islands), up to 5 business days (Courier or Royal Mail), or 6-7 weeks (Stoves from abroad). It is essential to note that we cannot guarantee same-day despatch for orders with standard shipping services. Orders placed BEFORE 12 pm with express shipping selected will be despatched on the same day, utilizing a next working day service (2-day service for Highlands and Islands). Orders placed AFTER 12 pm with express shipping selected will be shipped the following working day, also using a next working day service (2-day service for Highlands and Islands).

We highly recommend refraining from scheduling any installers, engineers, or contractors until you have received all your goods. Henley Stoves bears no responsibility for unexpected delivery delays.

Receipt of Stoves or Large Palletised Orders

Please be informed that all stoves or bulk orders of goods will be palletised and delivered using a one-man, curb-side service only. Depending on circumstances, drivers may decline delivery to your preferred location. It is advisable to ensure that you have adequate manpower available to receive the delivery of an order shipped on a pallet and to transfer it from the curb side to its intended destination. This responsibility falls upon the customer, and failure to accept delivery or request redelivery may result in additional charges.

Acceptance Protocols for Deliveries – Especially Stoves

It is imperative to thoroughly examine all items, particularly stoves, upon delivery, before providing your signature. In the event of damage, please sign for the item as 'damaged,' and notify both the driver and Henley Stoves within 7 days. Failure to do so implies acceptance of responsibility for any damage discovered subsequently, thus negating any potential claims. Claims of damage reported after 7 days will not be honored due to the extended period of item storage and handling without prior notice.

Royal Mail Shipping

Royal Mail 24 tracked/untracked aims to deliver within one working day, though this service is not guaranteed and may take up to two working days. Royal Mail 48 tracked/untracked aims to deliver your parcel within two to three working days, but this is also not a guaranteed service and may take up to three to four working days.

Returns Information

For Unwanted Items:

Advance notification of your intention to return is required within 30 days of receiving the items. Please await acknowledgment of this notification. We will issue a refund/credit or replacement for any unwanted items within 14 days of their return to us. Returns will solely be accepted for qualifying unused goods in a resalable condition. The customer bears the responsibility for sending returned goods in appropriate packaging and covering the return postage cost. Any depreciation in value due to item usage or damage will necessitate financial compensation by the customer, potentially resulting in a deduction from any refund. Bespoke items manufactured or cut to order, including but not limited to Flexible Flue Liner, Stove Rope, Stove Glass, Fire Bricks, some colored stoves, and tailor-made Hearths and Fireplaces, are non-refundable due to their inability to be resold.


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