Delivery information

Read below to find detailed information regarding delivery and carriage information.

Delivery information for Stoves

We pride ourselves on offering an excellent FREE one man delivery service to all UK mainland addresses, some web sites charge as much as £90 for delivery in more remote postcodes so this is a huge saving that we pass onto you, the customer. We also provide a two man delivery service on certain items for a nominal fee, if you need the delivery men to carry your stove into the room of your choice and allow you to check the items over before you accept delivery ask our despatch team about our 2-man delivery service.

How much does delivery cost?

We offer FREE one man delivery to all UK mainland addresses. Some websites charge as much as £90 for delivery in more remote postcodes so this is a huge saving. If you need the delivery men to carry your stove into the room of your choice, we also provide a two man delivery service on certain items for a £60 fee.

Where do we deliver?

We deliver to all UK addresses. The price you see advertised is the price you pay, including delivery to all UK mainland addresses. If you live in Isle of Man, Isle of Wight, Northern Ireland or other offshore islands, please call to confirm we can deliver to your address and if there are any extra delivery charges.

How do we delivery?

We use a national pallet delivery service. The goods will arrive on a lorry that is about the size of a fire engine, so please let us know in advance if you have restricted access.

The stove/oven will be packed on a pallet and moved using a pallet truck. The driver will be able to wheel this as close as possible to your property – if you have a garage they’ll be able to wheel it into there for you.

The pallet truck can only be wheeled over a finished surface so it’s not possible to wheel it over a gravelled drive or up or down steps.

The pallets are normally about 1m wide, so this is the minimum width gate they can fit through. Please note that the driver is not insured to unpack or carry the stove/oven into your house – with two-man delivery, they can carry the stove into your preferred room.

When will we deliver?

All the stoves on our site have an estimated delivery time which will be stated on the product description. However, we will contact you to arrange a convenient day and time to deliver. We will also call you 1 hour before delivery. We can also arrange for a next day delivery service. Please call us to place an order if you need your stove next day.

What is required when the goods arrive?

The goods must be inspected before they are signed for. In the unlikely event of any damage, make sure this is noted on the Proof of Delivery form. Any problems or damage also need to be reported to our office by calling 0800 123 4567 whilst the driver is still there.

If there is any damage, we will tell you what to do. You may be asked to accept the goods and we will send replacement parts, or we may ask you to reject the goods and we will send you a replacement.

Order tracking

If you buy online from Ecostovesonline.co.uk, then you can follow the progress of your delivery in your ‘My Account‘ section of the website. This will allow you to see when we have processed your order and when your order has been marked as ‘on hold’, ‘processing’ or ‘out for delivery.’

In some cases, we will email you tracking information, in order that you can track the progress of your delivery through our chosed courier service.

Returns

In an ideal world every customer would love the item that they’ve just purchased, but we live in the real world and we know that sometimes there are going to be situations where the item you’ve ordered and had delivered isn’t suitable for your requirements. In the unlikely event that you’re not 100% satisfied with your purchase and you want to return the goods we are pleased to offer all customers a 14 Day No Quibble Refund giving you peace of mind when you’re buying something off the internet. This will give you 14 working days in which to decide to keep the goods or return it to us for a refund.

This meets our legal obligations to our customers under the European Directive of long distance selling. These regulations state that a person who has ordered a product online, over the phone or via a catalogue has the unconditional right to cancel order within 14 working days of delivery without having to give us a reason.

If you wish to return the items you ordered, then in accordance with our legal obligations we will issue a full refund on the purchase price of the goods.

Requirements:

All goods are packed in their original packaging and in a resalable condition
Goods are to be returned within 1 month of purchase to be eligible for a refund which may be subject to a 20% restocking charge.
Returned with a completed returns form, this will be e-mailed for you to complete and must be attached to the outside of the packing in a sealed envelope.
You must contact us within 14 days of the goods being delivered
If the goods aren’t returned in a resalable condition then we reserve the right to deduct an amount from your refund to return the item to a saleable condition.

How to Return an Order
To cancel your order you need to notify us, this can be either by phone, e-mail or letter. We recommend e-mail as it keeps a record of your cancellation.

Your refund will be processed within 30 days of us receiving the goods back. However it is usually done within the same working week. All goods must be returned to us in their original packaging and in a good and unused condition for a full refund to be processed.

Returns Shipping
Please note that it is the buyer that is responsible for any carriage costs incurred.

This cost is usually between £90 – £140 depending on where you are and what the item is.

More remote postcodes (AB, IV, DD, PH) can cost more. Please contact us if you need confirmation before ordering.

There is a direct cost to us to have the item shipped and returned. We will deduct this amount from the refund. It can be an expensive job to carefully transport large delicate goods and we ask that customers make themselves aware of these charges before purchasing and make sure that they call us before processing an order if they are in any doubt if the item is suitable for their requirements.

If you wish you can arrange to return the items yourself with a courier of your choice, at your cost.