Shipping

Delivery Information

We pride ourselves on getting your products to you quickly and safely and go above and beyond to make sure that you are happy with the service we provide.

To make sure your products arrive to you in perfect condition we consider the size and weight of the products when determining your delivery price.

We will only pack up to 25kg per box for a standard DHL delivery and will send multiple boxes (each incurring a delivery charge) to make sure your order arrives with you safely.

If the DHL delivery cost exceeds the pallet rate for your delivery area will be sent via pallet to give you the best value for money.

Certain products (including but not exclusively stoves, hearths, and flue pipes) will default to the pallet rate for your area.

Exceptions to the above rules do apply. See below for details.

If a product is out of stock or has a lead time, we will contact you via phone or email to discuss this further.

Please make sure your details are up to date. Your order may be cancelled if we are unable to contact you.

See below for more details about order cut-off, delivery time scales, prices, and postcodes for all areas.

If you have any questions about your delivery, the cost of delivery, or are outside of the UK please contact us here.

DHL Delivery

Our cut-off time for orders dispatched the same day is 12 noon*.

We will endeavour to process, and dispatch orders received after this time, but they may be dispatched the following business day.

All UK Mainland orders are dispatched using the DHL Next Day Delivery Service**.

You should, in most cases, receive your order the following day once it has been dispatched from our warehouse.

Please note that this service is not a guaranteed next-day service as couriers can experience unforeseen delays.

We do not dispatch orders on Saturdays, Sundays, Public Holidays or Bank Holidays.

If a delivery is required on Saturday or pre 12 noon in areas where available, please contact us for prices.

Tracking Information

If your parcel is being drop-shipped, please ensure that your customer is aware of the information below.

All drop-ship orders must include a valid email address and telephone number for the receiver.
Failure to provide this information will result in your contact details being added to the shipping information as this is now a requirement of our courier so that notifications on the delivery can be sent.

Track your DHL Parcel UK delivery quickly and easily using the real-time track and trace service using the tracking number included on your invoice.

DHL's online tracking system is the fastest way to get up-to-date information on your parcel’s location within the DHL Parcel UK network.

If you’ve received a notification, or one of the drivers has left you a calling card, you can rearrange a delivery online to a day that better fits around you, or arrange delivery to your local DHL Parcel UK ServicePoint.

Download the DHL App by clicking here.

The app now makes it even easier for you to manage your DHL Parcel UK deliveries in one place.

View your past and present deliveries, set delivery preferences – such as your designated safe place and even have your delivery rearranged to your neighbour, DHL Parcel UK ServicePoint or Depot.

What’s more, DHL will keep you informed when the status of your delivery changes with push notifications sent straight to your phone.

Please be aware that some DHL ServicePoint locations will not accept large parcels and you will incur a re-delivery fee if they cannot take them. Please check with your ServicePoint location for the sizes of packages that they will receive.

Please note that any failed deliveries which are returned to us as undeliverable will incur a failed delivery charge and if you require re-delivery then an additional carriage charge will be payable.

*During periods of high demand Next Day Delivery is not guaranteed.

**This is for UK Mainland. Please see the shipping tables below for time frames to other UK Areas.

DHL Delivery per 25kg Box

Pallet Delivery

Please contact us for pallet delivery charges.

Our pallet delivery is fulfilled by FDC Holdings.

All orders for pallet deliveries are processed the same day if received before 12 noon and the products are available in our warehouse for immediate delivery.

They are dispatched on a 1 – 4 working day delivery service except for Offshore locations which can take up to 7 days.

The cost of delivery is determined by the postcode area of the delivery location and the size and weight of products purchased.

Please see the tables below for details on the cost to different areas.

Prices do not include VAT.

When placing your order please advise us of any special instructions such as the need for a smaller vehicle, and access issues for large vehicles.

It is the responsibility of the customer to ensure that such a vehicle has access to their property.
The vehicle will be equipped with a tail-lift to unload your order and a pallet truck to take your order from the vehicle.

Delivery is kerbside only so please make sure you can accept the delivery when placing your order.

Our couriers are not insured to take stoves or other items into your property.
The placement of your products is at the discretion of the delivery driver.

To be able to accept a delivery you will need a flat, level area of hardstanding for the pallet to be wheeled onto.

Deliveries of pallets down gravelled or uneven access roads/driveways are not possible.
Therefore, please arrange an alternative delivery location if you believe your access road/driveway is unsuitable.

Failure to disclose this information will result in an aborted delivery and a delivery & redelivery charge being levied.

All deliveries require a signature unless you specify 'Can leave safe' (this is at your own risk).
If you do not mark an order as 'Can leave safe' but do not provide adequate provision to take delivery or there is no access, then a re-delivery charge will apply.

If the pallet contents are not checked upon delivery, then it must be signed for 'Not Checked' and any damages/missing/incorrect items must be reported to us within 24hrs with photographic evidence of any damage.

You must not sign for "goods received in good condition" if they are damaged.
Doing so will mean no refunds on damages will be made.

To check the delivery status of your pallet you can call FDC Holdings on 01772 695695 on the morning of the expected delivery with the Consignment Number from your order invoice.
They may be able to narrow down the delivery time to AM or PM.
You will not be notified of the delivery so you will need to call for this information.

If you have any questions or need more information about pallet delivery please contact us here.

Delivery Exceptions

Glass

Any HD Stove Glass ordered with a dimension of 600m+ will incur a pallet delivery charge.
Due to the size of the glass, this is the only way we can safely get a piece of glass that size delivered.

Firebricks & Vermiculite Sheets

Any Fire Brick ordered with a dimension over 600mm x 500mm incurs a double standard delivery charge due to its size.

Quarter Vermiculite Sheets are a maximum of 2 boards per single delivery charge due to the weight of the items.

Large and Standard Vermiculite Sheets are pallet delivered only due to their size.

Flue Liner /Twin Wall Liner

All Flue Liners and Twin Wall Liners are sent via pallet due to their size.

Stoves

All stoves are sent via pallet due to their size.

Chimney Sweep Equipment

Chimney Sweeping Kits and any rods with a length of 90cm+ incur a double standard delivery charge.

This is due to the size of the rods and the extra packaging they require.

Return & Exchange Policy

We hope that you are happy with your purchase and that you never need to return any items to us. However, should you need to refund or exchange your purchase you can do so within 14 days of receipt of goods.

There are products that are not eligible for a refund so please check this document carefully to make sure your refund will not get rejected.

Please see below for our return procedures and for information on products that are ineligible for returns.

Returns Procedure

Before sending a product to us for a refund you need to let us know you are sending something back and the reason why.
The best way to do this is by sending a message through our contact form, emailing us at info@emberschimneysweep.co.uk, or calling us on 07581469557

You will need to include the following information in your message:

Name
Order Number
The product that needs refunding
Reason for requesting a refund

Once we have acknowledged your request for a refund you will need to send the products back to us.

Embers Chimney Sweep & Stove Spares, Unit 3, 178 Portland Road, Hucknall, Nottingham, NG157RW

You will need to return the product unused, in its original packaging, including a note with the details above and packaged securely. If we cannot identify who a package belongs to there will be a delay in processing your refund.

The product is your responsibility until it reaches us therefore, for your own protection, we recommend you obtain proof of posting when returning items and use a service that insures you for the value of the goods.

Shipping charges (where applicable) are non-refundable unless the items have been supplied incorrectly, or the goods have arrived damaged.

Please note that it is the buyer that is responsible for any carriage cost incurred for returning an item.

We ask that customers make themselves aware of the return’s costs especially for large goods/high priced goods such as stoves as the cost to return the products can be anywhere from £0 - £140+ depending on your location and the service needed to return the goods.

We also reserve the right to charge a restocking fee for goods and if this is applicable to your product it will be communicated to you when you request your return.

All returns must be sent to the following address:

Once we have received your items they will be inspected and then the refund or exchange will be processed. Please allow 5 working days from the date we received your products for your refund to be processed.

Refunds will only be made to the original payment method and may take up to 5 working days to clear and show on your bank statement.

Products Excluded from return/refund.

Any personalised or custom items are exempt from our refund policy and non-refundable.

Specific items are:

Custom Cut HD Stove Glass
Custom Cut Fire Bricks
Custom Data Plates
Customised Gauntlets

This list is not exhaustive, and we reserve the right to amend this list at any time.

Reasons your return may be rejected

If you return a product to us that is damaged, or we are unable to resell we reserve the right to reject the product and not issue a refund or exchange.

An example of this is Fire Bricks that have been inserted into a stove and/or now have soot marks and fingerprints on them. We are unable to resell the bricks in this condition so will not issue a refund or exchange for them.

Another example is HD Stove Glass where we can see visible marks on the glass from trying to fit it into the stove door. We are unable to resell glass in these circumstances so will not issue a refund or exchange.

Another example is flue systems where the returned parts are scratched, dented and not in the original packaging and in a brand new resalable condition. We are unable to resell the flue systems parts in these circumstances so will not issue a refund or exchange.

These are just examples and not an exhaustive list. We will contact you directly if we have issues with any products returned.

I ordered the wrong item and need to exchange it.

If you ordered the wrong item and need to exchange it for the correct one, please contact us to let us know your issue and we will arrange an exchange for the product.

We will need the following information from you to arrange your exchange:

Name
Order Number
The item that needs exchanging
What Item you require instead (If you are not sure what you need one of our team will help you figure this out)

Once we have acknowledged your exchange request you will need to send the product/s back to us.

You will need to return the product unused, in its original packaging, including a note with the details above and please make sure it is packaged securely. If we cannot identify who a package belongs to there will be a delay in processing your exchange.

All exchanges must be sent to the following address:

SUPPLIER ADDRESS - Please contact us via email to arrange.

Once we have received your items they will be inspected, and we will then arrange the alternative product.

If there is any additional cost for the requested exchange (i.e. the item is more expensive than the original and shipping charges) we will call you to arrange this after we have received the item.

If the items are cheaper, we will arrange a refund of the difference.

My item is faulty and/or damaged on receipt.

Please contact us immediately to inform us of faulty and defective products and damaged deliveries. Any damaged items must be reported to us within 24 hours of receiving your products.

We will request the following information from you to help us sort your query quickly and efficiently:

Order Number
Name
Faulty Item
Description of the fault (including photographs showing the issue/damage)

Once we have all the information above, we will arrange to return (where appropriate) and replace the products. There may be delays in processing your replacement if you do not give us the necessary information.

If we request the products are returned to us, under these circumstances, we will arrange for your items to be picked up or refund the cost of you sending them back to us.

Do not send anything back before contacting us first. If you send items back without contacting us, we will not refund the shipping costs.