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Shipping & Returns

Despatch & Shipping Information

All shipping times stated on Glowing Embers do not include despatch time, which is usually within 24 working hours, but can be up to a maximum of 3 business days during the peak winter season. You will receive an email letting you know when your order has been dispatched. Despatch and deliveries are business days only (Mon-Fri exc. Bank holidays). Please allow the stated time frame of your chosen carriage option to pass before chasing your delivery; next business day (2-day for Highlands & islands), up to 5 business days (Courier or Royal Mail) or 7-10 business days (Stoves from abroad). Orders placed BEFORE 12pm, with express shipping selected, will be dispatched the same day on a next working day service (2 day service for Highlands and Islands). Orders placed AFTER 12pm, with express shipping selected, will be shipped the following working day on a next working day service (2 day service for Highlands and Islands).

Please be advised not to book any installers, engineers or contractors until you are in receipt of all goods. Glowing Embers hold no responsibility for any unexpected delays with delivery of goods.

Promotional Shipping for Stoves

We are currently running a promotional shipping offer for stoves only which will be displayed in the shopping basket as 'Promotional Shipping for Stoves (Pallet Shipping)'. This promotional shipping service is a standard, up to 5 business day service only and the usual terms and conditions apply (please see 'Receiving Stoves or Large Palletised Orders' below). This promotional shipping option is £9.99 to all £40.00 stove delivery locations only (please see Stove Delivery illustration below) and will calculate the surcharge only for the remaining stove delivery locations (for example, £50.00 locations coloured yellow in the illustration will be charged at £10.00, £80.00 locations coloured purple will be charged at £40.00 and so on).

Receiving Stoves or Large Palletised Orders

All stoves or bulk orders of goods will be palletised and delivered on a one-man, curb-side service only meaning that depending upon the conditions, drivers may refuse to deliver to the location of your choice. You are advised to ensure you have adequate man power to accept delivery of an order that will be shipped on a pallet, to move it from the curb side to the location required. This is the responsibility of the customer. Failure to accept delivery or request redelivery can incur additional charges.

Signing For Deliveries – Specifically Stoves

It is essential that all goods (especially stoves) are checked before being signed for. If an item is damaged, sign for the item as ‘damaged’, notify the driver and Glowing Embers at your earliest convenience. By failing to do so, you are accepting responsibility for any damage discovered thereafter, voiding any claim. Any claims of damage raised after 30 days will not be honoured due to the length of time the item has been stored and handled, unadvised.

Returning Reina Radiators

Glowing Embers must be notified beforehand of your intention to return any Reina products, inline with our standard terms & conditions of return. Reina products must not be shipped back to Glowing Embers and the correct address for the return will be provided when notified of your intent to return. A charge of £9.99 will be deducted from the refund of any Reina products incorrectly returned directly to Glowing Embers. Regrettably, returns will not be accepted on any Reina products that have been custom painted to RAL colours or are liquid filled electric products. For those Reina products that may be returned, these must be done so in their original packaging, sealed correctly and all parts such as brackets and bleed valves must be present. Photographs may be requested prior to accepting a return.

Royal Mail Shipping

Royal Mail 24 tracked/ untracked will aim to deliver in one working day however this is not a guaranteed service, this could possibly take up to two working days. Royal Mail 48 tracked/ untracked will aim to deliver your parcel within two – three working days however this is not a guaranteed service, this could possibly take up to three to four working days.

Pre-12 and Saturday Shipping Services

For applicable products and locations, we can offer a Weekday Pre-12pm or Saturday (all day) courier shipping service (upgrade at checkout). When Pre-12pm is selected, goods will automatically be despatched to arrive Pre-12pm the next business day. When Saturday Shipping is selected, goods will automatically be despatched to arrive on the following calendar Saturday. If you require goods to be received Pre-12pm on a specific weekday or on a specific Saturday, please either leave instructions in the order comments box or email the customer service department at enquiries@glowing-embers.co.uk. Advertised order cut-off times still apply.

Returns Information

For Unwanted Items:

  • We must be informed beforehand and within 30 days of receipt of your intention to return. Please await acknowledgement of this.
  • We will refund/credit or replace any unwanted items within 14 days of return to us.
  • Returns will only be accepted for qualifying unused goods in a resalable condition.
  • Returned goods must be sent by the customer in suitable packaging, the return postage cost is the responsibility of the customer.
  • Any loss of value resulting from use of the item or damage to the item must be financially compensated by the customer, or this may result in an amount being deducted from any refund due.
  • Bespoke items manufactured or cut to order, including but not limited to Flexible Flue Liner, Stove Rope, Stove Glass, Fire Bricks, some coloured stoves and tailor-made Hearths and Fireplaces, will not be refunded as these items cannot be resold.


For Faulty Items:

  • If an item is faulty, we must be informed as soon as possible of your intention to return. We will give instructions for the return of the item.
  • The item must be complete with all its component parts.
  • A repair must not have been attempted.
  • The item must not have been altered or modified in any way.
  • The customer is responsible for ensuring the item arrives back to us in the same condition as it was sent. The return postage cost is the responsibility of the customer, but in almost all cases will be refunded after the item has been received by us.
  • Items must be inspected upon receipt and signed for as damaged if applicable. All damage to goods must be reported to Glowing Embers within 30 days of receipt. Claims outside of 30 days will not be honoured due to uncertainty over how the product has been handled and stored. By signing for goods, you are accepting they were provided in good condition.

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