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Shipping & Returns

Shipping Information

The delivery service selected does not include the time it takes to despatch the goods. This is typically within 24 business hours but can be longer during our peak season. Orders paid and confirmed before 12pm with express shipping selected will be dispatched the same day on a next working day service (geographical exclusions apply such as Highlands & Islands). Orders paid and confirmed after 12pm with express shipping selected will be shipped the following working day on a next working day service (geographical exclusions apply such as Highlands & Islands). All orders are shipped within a maximum of 3 working days. You shall be contacted by email as soon as possible if there are issues which may delay the order, such as stock availability.

Smaller items will be sent with Royal Mail and larger items sent by secure courier service; please allow up to 3 working days for delivery before contacting us, unless you have paid for express delivery. You will receive an email letting you know when your order has been dispatched. With regards to orders that are sent on a 'signed for service', please ensure that you are at home to take collection, as additional charges can apply for missed deliveries.

Flue Warehouse hold no responsibility for any unexpected delays with delivery of goods.

Stove / Pallet / Large Multi-Buy Deliveries

Orders of stoves or large items (multi-buy deals), these shall be shipped on a pallet service which is curb-side only and drivers are not insured to enter a property. Depending upon 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. Additional charges can apply to reattempt delivery or to ship to an alternate address. If delivery is refused on the grounds that you are unable to accept goods at the registered delivery address, the cost of shipping cannot be refunded. Please contact the customer services team for information on the method your order is to be shipped.

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 email the customer service department at with your order number and instructions. Advertised order cut-off times still apply.

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.

Returns Information

For Faulty Items:

  • Items must be inspected upon receipt and signed for as damaged if applicable. All damage to goods must be reported to Flue Warehouse 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.
  • 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.

For Unwanted Items:

  • We must be informed beforehand and within 30 days of receipt of your intention to return.
  • All Stoves sold by Flue Warehouse carry a 20% re-stocking fee, with the exception of the Flavel Arundel 4.9kw Multifuel Wood Burning Stove, Woolly Mammoth range of stoves and the Kratki Jas Inset stove. These monies will be deducted from the refund amount due, upon safe receipt of the goods. Please be advised we do not arrange collections for returns.
  • We will refund/credit or replace any unwanted items within 14 days of return to us.
  • Returns will only be accepted for 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.
  • Items cut to order, such as flexible flue liner, stove rope and stove glass, will not be refunded as these items cannot be resold.


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