Where We Deliver

We can deliver to all parts of the United Kingdom, European Union, USA and Canada. We may deliver to other countries at our discretion and by prior arrangement.

We use a range of reputable third-party carriers to deliver our goods, depending on the destination and type of goods ordered.

UK Offshore Islands, Isle of Man, Channel Islands, Northern Ireland and Overseas - Some items cannot be sent by air (e.g. flammable liquids and gels). These items will be sent by road / land / sea and delivery may take longer than advertised for our standard delivery service. We will confirm the expected delivery time when we process your order.

Delivery Charges

We make every effort to keep our delivery charges as low as possible. Our charge depends on the type of product ordered and whether you choose standard delivery or a premium service, and whether or not you have all of your products delivered at the same time. You only pay one delivery charge for each order, irrespective of the number of products ordered. If you order two or more products which fall into different categories, the higher charge applies.

Full details of our delivery charges, by country and postcode is shown on the Delivery & Returns page on our web site. There are additional charges if you choose a premium delivery service, e.g Saturday delivery or timed deliveries. You will always be able to see all applicable charges before submitting your order. Not all premium delivery services are available to all locations.

How We Deliver

Smaller products are generally delivered either by courier or by post. If your product is one which is delivered by courier, you may be given the option of choosing a premium delivery service for a small extra charge during the order process.

Large free-standing fireplaces are generally delivered by our own delivery service or by our appointed carrier. For these larger products you will be asked or told about delivery dates for standard delivery as part of the order process.

We will notify you which delivery method we will use when we send you the Order Confirmation email. Very occasionally different products in the same order may be delivered separately.

Delivery Times

For certain goods we will specify an “expected delivery date”.

In all other cases set out below, delivery times are calculated in working days i.e. Monday to Friday inclusive but excluding Bank Holidays. If you order after 11:30am, please calculate your delivery time as if your order had been placed the following working day. For delivery on the next weekday (if available), please order before 11:30am.

Delivery dates are not guaranteed and may be subject to change.

Standard Postal and Courier Deliveries

Standard postal and courier deliveries should arrive within 2-5 working days of placing your order. To avoid disappointment, please allow a little extra time during busy sales periods. For extended bank-holiday periods like Christmas and Easter please allow 5-7 working days.

Premium Courier Delivery Services

If you choose a product which is delivered by courier, you may be offered the option of paying a small extra charge for a premium delivery service. In this case, your product will be delivered on the date and during any time slot specified wherever possible. Premium delivery services are not guaranteed unless a guarantee is specifically advertised. Premium delivery is not available for products delivered direct from the supplier. All deliveries must be signed for.

If we are sending your product by courier, our Order Confirmation email will contain an order number. Tracking instructions are shown on our Online Tracking page on our web site. Standard courier deliveries are usually made between 9am and 6pm. All deliveries must be signed for. If you are out when the courier arrives, the courier will leave a card with a contact number for you to call.

IMPORTANT: We do everything we can to meet the delivery times specified in this section. However, these cannot be guaranteed as occasionally delivery times may be affected by factors beyond our control e.g. problems obtaining authorisation for your payment, adverse weather conditions or stock availability. We will inform you if we become aware of an unexpected delay.

Please allow extra time for deliveries to rural areas of Scotland and Wales, Scottish Islands and Northern Ireland.

Tracking Your Order

You can track the progress of your order by logging in and then going to ‘My Account’. We will inform you if there are likely to be any unexpected delays.

Tracking Your Delivery

You can track the progress of your delivery using your order number and by following the instructions shown on our Online Tracking page on our web site.

Missing, Damaged or Incorrect Orders

We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products, please check that they have been despatched by using our tracking facility. Simply log in and go to ‘My Account’. If your order is not on its way to you, either email us at shop@candelainteriors.com or telephone 0845 2247 358. In the unlikely event that a product arrives damaged or faulty, you may be asked to send us more information by email (which may include a request for photographs) so we can understand the nature of the problem and propose a solution.

Failed Deliveries

Incorrect Address - If you supply an incorrect address and your order is subsequently returned to us, you may be asked to pay a failed delivery charge* and a second delivery charge before your order is despatched again. If you subsequently cancel the order, delivery charges will be deducted from the refund (both directions - delivery and return).

No Access / No Answer (Excludes large fireplaces and pallets) - The courier will make 2 delivery attempts and will leave a card. Thereafter you will be invited to collect your order from the courier's nearest depot at no extra charge. Further delivery attempts may be arranged at the prevailing rate shown on our Delivery & Returns page. Failed deliveries will be held by the courier for 7 days. If the order is not collected or a redelivery arranged it will be returned to our warehouse. A failed delivery charge* and a second delivery charge will apply to have the order resent. Where an order cannot be delivered and is returned to our warehouse and subsequently cancelled, a refund will be made after deduction of delivery costs (both directions).

No Access / No Answer (Large fireplaces and pallets) - We will agree a delivery date with you in advance for large fireplaces and pallets. If you need to change or cancel the delivery you must advise us at least 48 hours in advance. You should also advise us in advance if there are any special access requirements or if access to large vehicles is restricted. You are also responsible for ensuring that any applicable parking permits or similar are made available to our carrier at the time of delivery. If our carrier is unable to access your property or there is no-one available to sign for the consignment the carrier will return the product to our warehouse. A redelivery charge will apply. This varies by location and is subject to a minimum charge of £25.00.

* Failed Delivery charges: A failed delivery charge may be levied by the courier when a consignment is returned to sender (Current rates = Business Post £20; City Link £10; Parcelforce £10). This charge will be deducted from any refund due. Large fireplaces and pallets, minimum charge £25.00

Cancellations

We will exchange or refund your purchase either before or up to 28 days following the day of delivery if you return the item to us as set out below, but it must be returned unopened and in its original packaging, complete with any free gifts or accessories provided.

This does not affect your consumer rights and if you open the goods to inspect them, you can still cancel your purchase at any time either before or up to 7 working days* following the day the goods are delivered.

You can cancel your purchase by:

- emailing us at shop@candelainteriors.com to request a returns authorisation number

* “working days” means all days other than Saturday, Sunday and Public Holidays

In all cases, your product must be complete and in 'as new' condition. If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. The product must not have been used or installed. It should be returned with the original box and packaging, along with any accessories you received with it. Any free gifts received with the product must also be returned.

If you follow the above steps, we will issue you with a full refund for the cost of the product excluding any delivery charge* you paid. Refunds take up to 14 days to be credited to your payment card. 

If an item was sent in conjunction with a "Free Delivery" promotion, the actual cost of the delivery will be deducted from any refund due, subject to a minimum charge of £8.75 GBP.

If you would like us to collect the goods from you, the following collection charges apply (UK Mainland only). For other areas (inc. Scottish Islands, Northern Ireland, Isle of Man and Channel Islands), the exact collection charge will be advised when we receive your cancellation request.

Product Type & Collection Charge

Small items, wall-mounted fireplaces, fire gel, bio-ethanol fuel

£15.00

Large freestanding fireplaces and pallets

£85.00

If you return two or more product types together, only the higher charge applies. The collection charge will be taken at the same time as we refund your purchase price. This will be shown separately on your refund receipt.

Whilst the goods are in your possession you must take reasonable care of them and not use them.

We cannot cancel your purchase when:

- the goods were a special order to your specification

- the goods have been used