This page explains the delivery services we have available, our delivery policies and our return policies. If you are waiting for a delivery and want to find out how to track it, please visit our Order Tracking page.
Fire Gel / Biofuel Bottles & Tins
Order total GBP15.00 = GBP8.00 Parcelforce 48 (UK Mainland Only)
Order total > GBP15.01 = Free Delivery (UK Mainland Only)
Gel Fireplaces & Burners
Wall-mounted Models (Edge, Eclipse, Milan) & Line Burners
Order total < GBP295.00 = GBP14.95 Parcelforce 48 (UK Mainland Only)
Order total > GBP295.01 = Free Delivery (UK Mainland Only)
Next day delivery is available for a supplement of GBP2.95 per order (subject to postcode).
Free standing Models (Belgravia, Argyll, Cadiz)
Delivery is by specialist courier due to the size and weight of these items.
Delivery from GBP55.00 per unit. Please see below for more details.
Orders qualifying for free delivery are sent by Parcelforce 48 unless otherwise stated.
For postcodes in the Scottish Islands, Northern Ireland and the Isle of Man we offer a subsidised delivery rate. The subsidy is equal to the value of a UK mainland delivery and is deducted from our contract rate with Parcelforce for your postcode. The exact delivery rate will be calculated at checkout.
Excludes: Large freestanding fireplaces (Belgravia, Argyll, Cadiz and Kansas)
If you request your order to be left in a hiding place, under the hedge, in an unlocked garage or similar, our couriers will comply at their discretion. We do pass all delivery requests onto the delivery company, but we cannot guarantee that all requests will be carried out, as sometimes local delivery drivers may choose to instead leave a card or leave your item with a neighbour at their discretion.
Neighbours - Parcelforce may leave your item with a neighbour if you are not at home as this will save you having to collect the item from the depot or arrange a re-delivery. If you specifically do not want this to happen, you must notify as at the time you place your order by putting a comment in the special instructions box during checkout.
No claims for theft, loss or damage will be entertained and this service is offered entirely at the customer's own risk.
Special Instructions Box - You will find a box, just below the delivery options when you checkout (before the payment process) where you can specify your delivery instructions. If you miss it, don't worry, please send us an email to firstname.lastname@example.org immediately after you place your order with your instructions. We will try our best to honour all requests, but it is not guaranteed and the completion of your request is ultimately at the delivery company's discretion.
Paypal Comments / Notes - Please do not put delivery instructions into the notes box offered by Paypal as these are not always passed onto us by the Paypal system.
Excludes: Large freestanding fireplaces (Belgravia, Argyll, Cadiz and Kansas)
LARGE FREESTANDING FIREPLACES
This section explains the special delivery arrangements we make for large freestanding fireplaces (Belgravia, Argyll, Cadiz and Kansas).
We use a specialist courier to deliver large items of furniture and fireplaces due to the size, weight and careful handling they require.
After you place your order, we will contact you by email or telephone to agree a delivery date.
Deliveries of large fireplaces take place between 9am and 5pm, Monday to Friday. A pre-12pm service is also available for an additional charge. (see table below).
VEHICLE ACCESS - You must notify us in advance if there are special access requirements or vehicle size restrictions for your property. If our delivery company arrive and cannot access your road or property this will count as a failed delivery and a repeat delivery charge may be charged.
UNLOADING - To keep the delivery charge at a reasonable level, deliveries are made using a 1 person service and a lorry equipped with a tail-lift. The delivery service includes delivery to your drive-way or door-step. Delivery personnel are not insured or required to enter your home. However, some individual drivers may agree to deliver the item into your house at their own discretion. You should ensure that someone is available on the delivery day to carry the item from the drive-way or doorstep into your home. Please note - A complete fireplace and surround weighs approx 45Kg.
If you are not able to move the item yourself, we can arrange a 2-person delivery team to make your delivery and transfer the item into your home for payment of an additional fee. Please contact us for a quotation should you require this service.
CHECK YOUR FIREPLACE CAREFULLY BEFORE YOU SIGN - We package all fireplaces very carefully before they leave our warehouse and we insure them during transit.However, it is essential that you check your fireplace carefully upon delivery and before you sign the delivery docket. Your delivery insurance ends when you sign the docket and no claims for damage will be entertained once the item is signed-for. If it is not possible to check the item in front of the driver, you should sign the delivery docket with the words "INSPECTION NOT POSSIBLE". Any damage which is sustained by the fireplace or surround once it is inside your home, is not covered by the transit insurance, so please take extra care when moving your fireplace into your living-room or into its final position.
The following delivery charges apply to large items:
|Delivery Zone||Cost GBP|
|UK Mainland - Before 12pm Delivery||30.00 extra|
|Isle of Man||95.00|
Date Changes & Failed Deliveries (Large Freestanding Fireplaces Only) - Where a delivery date has been agreed for a large item or pallet delivery, we require 48 hours notice if you wish to change the delivery date. Failed deliveries are charged at the rate shown in the table for your delivery address. A second delivery charge will be payable to have the item re-delivered.
RETURNS & REPLACEMENTS
Where an item is found to be defective, we will issue a replacement free of charge.
The customer must notify Candela Interiors Ltd. in writing by email or fax within 24 hours of receipt of the goods.
Returns for any other reason (don't like it / colour / size etc.) are permitted within 28 days of purchase, but the customer is responsible for all delivery charges. The item must be in perfect, unused condition and returned with all original packaging and accessories.
Where an item has been sent on a "Free Delivery" promotion and the customer decides to return the item for any reason (apart from defects) then he/she will be asked to pay for the initial delivery cost as well as the cost to return the item at the standard Parcelforce 48 rate.
Items Damaged in Transit
You should inspect all items carefully before signing the courier's delivery note. If inspection is not possible, you must write "Not Inspected" on the delivery note otherwise claims for damage in transit will not be entertained. You must notify Candela Interiors Ltd. in writing by email or fax.
Incorrect Address - If you supply an incorrect address and your order is subsequently returned to us, you will be asked to pay a failed delivery charge and/or 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 - 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. Further delivery attempts may be arranged at the prevailing rate shown in the table above. 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).
Delivery to your local Post Office or another local addreess (after the item has been dispatched) - Parcelforce can deliver your item to you local post-office or you can redirect it to another local address for a small charge. Just contact Parcelforce online or by phone when you receive a card for the delivery. A charge is payable direct to Parcelforce by the customer if you choose either of these optional services. You can also collect your item from your local Parcelforce depot free of charge.
Orders may be cancelled and qualify for a full refund up until they are despatched from our warehouse.
Where an order has been despatched and the customer wishes to cancel then the delivery should be rejected. A refund will be given, excluding the actual delivery cost. Where an item has been sent on a "Free Delivery" promotion, the cost of delivery will be deducted from the refund based on the prevailing Parcelforce 48 rate.
Special Delivery Requests
We will pass on all special delivery instructions to our couriers. If you specify on your order that your delivery should be left with a neighbour, hidden under the hedge or in an unlocked garage, we are happy to arrange this but it is at your own risk. Special requests will be honoured at the courier's discretion. We will not accept claims for loss or damage where a consignment has not been signed for on delivery.