Shipping & Returns
Delivery Information
Direct Stove Spares delivers throughout the UK using tracked courier services. Delivery charges depend on the destination, parcel size and weight and are shown before you complete your order.
Stocked orders placed before 12 noon Monday to Friday are normally dispatched the same working day. Orders placed after the cut-off may be dispatched the following working day. We do not dispatch on weekends or UK bank holidays.
Most mainland UK parcels are sent on a next-working-day service after dispatch, but this is not guaranteed. Highlands, islands and offshore destinations normally take longer. Tracking details will be sent when available.
Standard parcel charges apply to each box weighing up to 25kg. Heavy, oversized or fragile orders may require more than one parcel or pallet delivery. We will contact you before dispatch if an additional charge or alternative service is required.
If an item is unavailable or subject to a lead time, we will contact you using the details supplied with your order. Please check your email address and telephone number carefully.
Failed Delivery
Please make sure somebody can accept the delivery or use the courier’s tracking options where available. If a parcel is returned to us because the address was incorrect, access was unavailable or delivery attempts failed, the cost of redelivery may be charged.
Pallet & Oversized Delivery
Some large, heavy or fragile products must be delivered on a pallet. We will contact you with the available service and charge before dispatch where this is not already shown at checkout.
Pallet deliveries are kerbside only. The delivery point must be accessible to a large vehicle and have a flat, hard surface suitable for a pallet truck. Pallets cannot normally be moved over gravel, soft ground, steep slopes, steps or uneven surfaces.
Please tell us before dispatch about restricted access or the need for a smaller vehicle. Failed or aborted deliveries caused by unsuitable access or nobody being available may incur redelivery charges.
Inspect the delivery before signing where reasonably possible. If damage is visible, record this with the driver and take clear photographs.
Special Delivery Conditions
Large stove glass and vermiculite: Oversized glass, fire bricks and vermiculite boards may require additional packaging, multiple parcels or pallet delivery. Any extra charge will be confirmed before dispatch.
Flue products: Long, heavy or bulky flue components may require pallet delivery. Delivery requirements will be shown at checkout or confirmed before dispatch.
Returns & Cancellations
Nothing in this policy affects your statutory rights.
If you are a consumer buying online, you may normally cancel your order by telling us within 14 days of receiving the goods. After notifying us, you have a further 14 days to return them.
To request a return, contact orders@directstovespares.co.uk or use our contact form and include your name, order number, the item being returned and the reason for the return.
Please wait for our reply and the correct returns address before sending anything. Some products are dispatched from different locations and sending an item to the wrong address may delay your refund.
For change-of-mind returns, goods must be handled only as reasonably necessary to inspect them and returned securely with all original components and packaging. We may reduce the refund if handling has diminished the item’s value.
You are responsible for change-of-mind return costs and the goods remain your responsibility until received. Use a tracked and appropriately insured service and retain proof of posting.
Once the goods are returned, or you provide acceptable evidence of return, we will issue any refund due within 14 days using the original payment method. The refund includes the price paid and the cost of our least expensive standard delivery option. Any extra amount paid for an enhanced delivery service is not refundable.
CUSTOM & MADE-TO-MEASURE ITEMS
The right to cancel for a change of mind does not apply to goods made to your specifications or clearly personalised. This includes custom-cut stove glass, custom-cut fire bricks and other made-to-measure products.
This exclusion does not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.
FAULTY, DAMAGED OR INCORRECT ITEMS
Please contact us as soon as possible if an item arrives damaged, faulty or different from what you ordered. Include your order number and clear photographs of the product, packaging and delivery label.
Do not return the item until we have replied. Where goods are faulty, damaged or incorrectly supplied, we will arrange an appropriate remedy and cover reasonable return costs where required.
Reporting transit damage promptly helps us investigate it with the courier, but it does not remove your statutory rights.
EXCHANGES
If you ordered the wrong item, contact us before returning it. Once the original item has been received and inspected, we can arrange an exchange where available. You will pay any price difference and the cost of sending the replacement. If the replacement costs less, we will refund the difference.