Delivery of stoves and flues
Most of our stoves are now delivered by Vallances through the UK pallet network. Stoves online have arranged a really good stove delivery system with them, whereby the goods are taken overnight to your local depot. They then contact you before delivery. They will also have a tail-lift and hydraulic trolley to make your stove delivery as easy as possible.
We always ask whether you have restricted access to find out what size of truck will be able to deliver to you - an arctic, 7.5 tonner, or smaller. If there are other restrictions like very low overhanging trees or a gravel driveway please let us know beforehand so we can tell the delivery company.
Timing Please be aware that delays to delivery are possible and are not within our control. For this reason please ensure that you arrange your delivery with plenty of time before the stove, liner, etc is due to be installed - ie do not arrange delivery for the day before the installers have been booked in.
Damage Please check your stove, flue etc, carefully, to ensure that nothing has been damaged during transit, especially if the packaging is marked. When you sign for receipt of the delivery please be aware that you are signing to say that the stove and all component parts have arrived in good condition. If there is damage then make sure you sign for the delivery as damaged. If your flue is damaged then you will need to let us know within 5 working days.
Handling You will need to be able to bring the stove inside yourself which may mean arranging for someone else's help. Although the drivers are usually very helpful please be aware that they will not unpack the pallet nor will they bring the goods inside for you. The driver will have a pallet truck and will wheel the pallet up to your house if that is a reasonable distance and if the surface allows. If you have a gravel driveway or similar rough surfaced drive that the pallet can't be wheeled across then let us know and we can arrange for a smaller van to deliver right up to your house (there may be a surcharge for this).
Flue returns
We will give a full refund for any flue items* that you wish to return to us and do not levy a restocking charge (unless we have had to order in something specially for you). You have up to 8 weeks to return items to us.
Time limit: you have to return flue parts to us within within 8 weeks of receiving the order.
To return flue pipe to us please request a returns link from us. Just send us an email with your name and your order number and we can send you the link. You can email us from our contact page.
Obviously we cannot refund for items that are returned to us damaged, so please ensure that the items are insured during transit. If any items do come to us damaged then we will let you know what was damaged, the value, and you can take this up with your delivery company.
*flexible chimney liner cannot be returned as it is cut to your specification, custom made flue parts cannot be returned either.
Website details
All dimensions given on the website are approximate. As all stove and flue manufacturers reserve the right to change their product specification without prior notice, Stovesonline cannot be held responsible for any inaccuracies on our website, although we do of course do our best to keep our information up to date.
You might like to read our full terms and conditions
