Delivery FAQ's

The most common questions about delivering your new biofire.

Q. Christmas Holiday Deliveries!

When will I receive my order over Christmas?

Any orders received between 20th December and 1st January will be despatched for delivery during week commnencing the 1st of January 2018. There will also be very limited telephone support for any queries during this time, although we will contnue to answer emails within 72 hours.  ([email protected]).  

Q. How will I be notified of my delivery?

The vast majority of our orders are delivered within 4 days.  At busier times such as Christmas and Black Friday this may be extended to within 7 days.  Once your order ships, you will receive a text or email message from our courier, UK Mail, notifying you of the intended day of delivery, and an opporuntiy to clcik on the text or email message to change to a more convenient day.  Then, on the day of delivery, you will receive a further email/text message for the planned 1 hour delivery slot, In the unfortunate event that you are then not available during this delivery slot,  UK Mail will leave a contact card for you to re-arrange an alternative time. 

Q. Are fireplaces and accessories delivered at the same time?

Yes! The vast majority of customer orders for bioethanol fireplaces, bioethanol fuel and accessories are ALL delivered at the same time by our primary courier partner, UK Mail. Very occasionally, during busy periods, we may use one of our secondary courier partners, but all of our couriers will still send you a text or email notification of the day your delivery is due.  These notifications will also include the opportunity to change this day to one that is more convenient.  On the due delivery day, you will also receive a further text or email notification of the one hour delivery slot for your purchases

Q. Do you deliver to the Isle of Wight or Isle of Man?

We do indeed deliver to the Isle of Wight and Isle of Man, please select "Offshore 3-5 Working Days" It costs approximately £20

Q. What if I change my mind?

We all do from time to time....so its easy with imaginfires.co.uk. If you've received a bioethanol fireplace that you've changed your mind about for any reason, and it is within 7 days of receiving the item, its unused, and in all original packaging, we will of course accept it back. We will simply make an administration and collection charge of £14.99, which we deduct from any remaining balance due to you. The refund usually occurs within 3 days of receiving the item back at our warehouse.  (For deliveries made to Northern Ireland, Eire, UK Islands or the Borders, this administration and collection charge may be higher. Contact us for full details)

Q. What if I need a weekend or guaranteed delivery time?

Sorry but we are currently unable to offer any weekend deliveries. For weekday deliveries, once your order ships, you will receive an email or text message from one of our couriers, with a planned 1 hour delivery slot. It will also explain how to change this time if not suitable for you. If you are not available when the couriers deliver, they will leave a card for you to re-arrange directly with them.  

 

Q. Do you deliver to Northern Ireland?

Yes! Very often too. Over the last few years, Northern Ireland has become a very popular destination for our Bioethanol fireplaces.  So we're pleased to say that we frequently deliver direct. As the shipping charges vary somewhat, depending on which biofire you are interested in, we just ask you to email us at [email protected] stating the model you are interested in, and if any accessories (fuel or pebbles) are required and we will get straight back to you with a quote for the delivery.   

Back to Top