Shipping
Shipping is FREE on all orders to customers within Mainland UK (See Exclusions below for more details).
Outside of UK Mainland?
While we'd love to offer free delivery throughout the entire UK, the costs to certain areas can differ significantly. If you make an order with delivery to a postal code outside on 'Main Land', we'll reach out to you to discuss potential extra delivery charges or the possibility of cancelling the order.
We try steer clear of convoluted fine print and additional fees; our preference is for straightforward and effortless processes.
Want to know about our Returns Policy? Read more here.
Order Confirmation:
As soon as you place your order you will receive an order confirmation e-mail. This means that we have received your order in our system and your payment details have been charged.
Sometimes, our stock system takes time to catch up with itself, so we will check that the item is in stock, If it is, we will process the shipping and update you via email. In unusual circumstances the product isn't available, we will try to contact you and discuss the options
Delivery Times
Due to the large heavy nature of the products we offer, shipping can vary - We suggest you check the 'Delivery' tab on the product listing to get a specific estimated delivery time.
Our team work hard to ensure our delivery schedules are accurate, should we foresee delay, we will contact you to provide
Order Shipment:
Fires are heavy! Which is why we aim to deliver on pallets to ensure the product isn't touched whilst being moved throughout the delivery network. For this reason almost all deliveries will be kerbside delivery.
If you have a solid flat driveway, it is not uncommon for the delivery driver to bring your order to a sensible location.
Please note, we use a delivery freight network, and their discretion is not in our control - Kerbside delivery is the expectation.
POD - Proof of delivery:
We will provide you will all the delivery information once it becomes available. Upon delivery, the driver will obtain proof of delivery.
Missed / Access issues on delivery
Once the delivery has been confirmed, please ensure there is sufficient access for larger delivery vehicles to gain access, and that there will be someone at the delivery address to take delivery and sign for the POD.
If you are unsure of the access required, please contact us and we will endeavour to get the details of the vehicle delivering, and if possible make alternative arrangements. Should a delivery be missed, the courrier will usually provide details to rearrange delivery. If this is missed then courrier charges may occur and will be passed directly to yourself as the end user.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery or do not agree to accept the delivery.
If you do accept delivery you are required to immediately take photos using your smart phone or camera of the damaged packaging or products inside the packaging.
If your item(s) do arrived damaged please send photos to Hello@flamecrafters.co.uk,and we will be happy to assist.
Exclusions
While we've endeavoured to include all non-mainland postal codes below, please note that this list is not exhaustive.If you are located outside of mainland UK, kindly get in touch with us for a shipping quote. Rest assured, we will only charge the additional amount required.
Northern Island
BT1*,BT2*,BT3*,BT4*,BT5*,BT6*,BT7*,BT8*,BT9*,IM1*,IM2*,IM3*,IM4*,IM5*,IM*,IM7*,IM8*,IM9*,TR21*,TR22*,TR23*,TR24*,TR25*.