Delivery Information

Delivery of Stoves and Flues

Important Information 

Delivery Method Most stoves are delivered via Pallex Southwest through the UK pallet network. Goods are transported overnight to your local depot, which will then contact you to arrange delivery. Deliveries include a tail-lift and hydraulic trolley to assist unloading.

Access Restrictions If your property has restricted access, such as narrow roads, overhanging trees, or gravel driveways, please inform us in advance. We can then arrange a 7.5-tonne vehicle or advise the delivery company accordingly.

Delivery Timing Delays can happen and are outside our control. Please schedule delivery well in advance of any installation appointments. Do not book delivery the day before your installer arrives.

Damages & Discrepancies Inspect the pallet carefully before signing remove packaging if necessary to check contents. Do not sign as “in good condition” unless you've confirmed it. If inspection isn’t possible, sign as “Damaged”. If any damage is found, accept the delivery but sign as “Damaged” and notify us within 24 hours. Also check that all items match your order and report any discrepancies within 24 hours. We cannot take responsibility for damage or missing goods after this time.

Handling on Arrival You are responsible for moving the stove indoors. Drivers will not unpack or carry items inside. They may wheel the pallet to your door if the distance and surface (e.g. smooth and solid) allow. If you have a gravel or uneven driveway, please let us know ahead of time.

Stove delivery is included within the orange part of the map. For the Grey area delivery will be added in your quote. Delivery to any islands will also incur a surcharge.

Delivery to Europe and further afield Within Europe, we can deliver using our specialist courier. OR you can have us deliver the stove for you to collect from anywhere in the UK, OR you can send in your own courier to collect from us. You might like to see our Stoves in Europe page for more details.

Returning Items 

Please do not return any items without contacting us first. Returns must be processed through our system so we can issue you a return reference.

Do not send items to the website address as unidentified deliveries will be refused.

We offer full refunds for any standard flue items returned within 8 weeks, with no restocking charge, unless the item was specially ordered.
Note: Flexible chimney liners and custom-made flue parts are non-returnable.

To arrange a return, please contact us via phone or email and we’ll provide full instructions and address labels.

Important return conditions:

• Ensure items are well-packaged to prevent transit damage.

• Items must be insured; we cannot refund damaged returns. We’ll inform you of any damage so you can claim with your courier.

• Do not write directly on original packaging. Use extra packaging for labelling. Writing on original boxes reduces resale value, and you’ll receive 25% less as the item must go into clearance stock.

Website Information

All dimensions listed online are approximate. Manufacturers may change product specs without notice. While we strive for accuracy, Stovesonline is not liable for any discrepancies.

You may also wish to read our full terms and conditions.