Delivery Info & Terms - Putting YOU in control
Delivery options can vary depending on things like:
Product size, and
If you don't see a suitable option here, don't worry! Simply contact us and we'll sort something out.
Smaller items will usually be dispatched by carrier, unless they are part of an order containing a larger item. Next working day items are subject to stock availability and receiving the order before noon. Next working day items can arrive anytime before 5pm. Please only contact us after this time if an item hasn't arrived.
Going BIG! Large or fragile items
We classify certain items as 'Large' based on product weight and/or dimensions. These will be delivered by a specialist carrier, typically Palletline, depending upon the items you order, your postcode and your chosen delivery option.
Note: Some larger items may be subject to a fixed delivery charge. This will be clearly stated on the checkout page.
Saving you £££ (by grouping items)
To keep delivery costs right down, your items will be grouped into as few deliveries as possible. We calculate this charge based on the highest applicable per-delivery fee of all the items in your order plus the per-item charge for each item.
How to know what you'll pay (where to look!)
The total delivery charge for your order will be displayed in your shopping cart and on the last page of the order form, before you submit your order.
If the carrier cannot contact you, delivery may be delayed. Here's how to avoid all that:
When you place your order, please include a valid daytime telephone number on your account.
Remember that these items are large.
In most cases, unless otherwise stated, palletised deliveries such as solar panels, will be on a 2-3 day service and their dispatch will be advised. Missed palletised deliveries may incur a re-delivery charge. This is part of palletline's terms and conditions and is unfortunately out of our control. Palletised deliveries are not subject to hourly schedules like smaller parcels, as they depend where the vehicle has to go on that particular day. Deliveries can take place any time between 8am and 5pm on the day they are scheduled for. We may have a better delivery timeframe on the day of delivery but unlikely before then.
Deliveries can be left in a safe place but only at the driver's discretion and if the weather is suitable. Deliveries left safe at the customer's request cannot then have claims for damage raised against them.
The driver is obliged to wait on site for only 15 minutes when trying to find a recipient after which the delivery is classed as missed.
Please make us aware of access issues - palletised orders may be delivered on an articulated vehicle or large lorry. If they experience issues and cannot access your property, you may incur a re-delivery fee to return with a different vehicle. Please make us aware of any access issues and we will try to ensure a suitable vehicle is sent.
Damaged items - please check deliveries thoroughly for damage before signing for them. Carriers, particularly palletline, will not honour claims if the goods are signed for and accepted. This makes resolving issues with damaged items very difficult if it is not dealt with correctly at the time of delivery.
There is an option to part-refuse an order if only one item of many is damaged and have it returned with the driver but they will not always make that clear to you. They may try to insist you either accept or refuse it all. Do not let them leave without a resolution and never let them sign for items themselves.
Please be aware, delivery drivers are busy people and will be keen to move on to their next delivery. Do not let them rush you into a decision regarding damage. It is important to know your rights and act accordingly.
Changing a delivery schedule
If you need to change a Scheduled Delivery after your order has been placed, simply email us. If the item has already been dispatched, this may not be possible but we'll try to reschedule it for the next available time, unless otherwise arranged. (An additional delivery charge may apply)
Palletised orders delivery examples:
Ordered: Friday 12.01 - Monday 11.59 - will Dispatch Monday PM and arrive Wednesday (England, Wales & Southern Scotland)
Ordered: Thursday PM - Will dispatch Friday and arrive the following week Tuesday (England, Wales & Southern Scotland)
All delivery schedule estimates are subject to stock levels and availability, which may not be accurate at the time of order.
Leaving instructions with a neighbour
“Everybody needs good neighbours”, right!? You may leave instructions for the package to be left without being signed for.
In this case, the delivery personnel will check for apparent damage and it will be left to their discretion that the item(s) are in good condition and can be left. This will be deemed as an accepted signed-for order on Stoves and Solar’s behalf.
Any issues of damage upon delivery may be voided if the customer or a representative of the customer cannot directly check and sign for the delivery.
Upon receipt of your goods, please check for damage before signing the delivery confirmation. No claim for damage can be considered once the item is signed for. This is enforced by the courier’s insurers.
Our items are never undesirable; but sometimes they can be undeliverable! Carriers may deem a parcel undeliverable for several reasons:
Incorrect Address: If the address is incorrect or outdated, the parcel is typically returned to us by the carrier or the unintended recipient. When placing a new order, please double-check your address carefully.
If a BFPO address is entered as an international address, the parcel will not reach its destination.
You may edit or delete any incorrect addresses in your account settings.
Address Format: If our system doesn't recognise the way a post office box address was entered, the parcel may be assigned to a carrier that can't deliver to a PO Box. To avoid this, please enter the box number as "PO BOX" followed by the number.
Failed Delivery Attempts: Most of our carriers will make more than one attempt to deliver your parcel but not a pallet. If they're unable to successfully do so, it'll be returned to us.
Refused by Recipient: A gift recipient who isn't expecting a delivery may refuse the parcel if they believe it was sent to them by mistake. If you want to place a new order for the gift, you may want to let the recipient know that a 'surprise' is on the way!
In rare cases, address labels may become illegible in transit. If that happens, a carrier will return the package to us.
What happens to undeliverable gifts?
Don’t worry. We’ve got this covered, too:
In cases when a parcel is returned to us as undeliverable, the gift purchaser is refunded. They will be notified that the parcel is undeliverable.
Parcels that have to be re-sent may carry another delivery charge.
We may refuse delivery if we deem the destination upon arrival unsuitable for our staff for health and safety reasons.
Problems are rare. Look forward to getting your stuff!
The vast majority of our deliveries go absolutely without a hitch. You can look forward to receiving your ordered goods in an undamaged state, when and where you need them, from friendly and courteous delivery professionals.
Simply place your order (including all the essential info) and then sit back and relax. We'll do the rest!
Collection of your order is available by appointment from our premises and can be arranged once your order is placed. Please email firstname.lastname@example.org
By placing an order with us you agree to our delivery terms as outlined above. We want you to get your items as much as you do. Thank you