Shipping & Returns

Despatch & Shipping Information

All shipping times advertised on Glowing Embers do not include despatch time, which is usually within 24 business 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 6-7 weeks (Stoves from abroad). We do not guarantee same day despatch for orders on standard shipping services. 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.

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 within 7 days. By failing to do so, you are accepting responsibility for any damage discovered thereafter, voiding any claim. Any claims of damage raised after 7 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.


A small minority of products incur an unavoidable shipping charge when collection is selected at checkout. This typically concerns (but not limited to) some stove and hearth manufacturers. If your collection order is affected, we shall be in touch the next business day via email with further information.

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:

  • Items must be inspected upon receipt and signed for as damaged if applicable. All damage to goods must be reported to Glowing Embers within 7 days of receipt. Claims outside of 7 days will not be honoured. By signing for goods, you are accepting they were provided in good condition.
  • 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.