Shipping Policy – Twilight Fires
Order Confirmation
When we receive your order, we provide you with a confirmation via email. At this stage, your payment method is pre-authorised. We then check with our warehouse or suppliers to ensure your order can be fulfilled. Once confirmed, or if you agree to a back-order, your payment will be processed.
Estimated Delivery Dates
Delivery dates are estimates and while we aim to meet them, circumstances beyond our control such as courier delays or supplier issues may result in changes.
Delivery Method
All orders are dispatched using the fastest, safest, and most reliable methods available. The warehouse or supplier will choose the most suitable courier and delivery method. You cannot select a courier or delivery service yourself.
If you have concerns about delivery specifics, we recommend contacting us before placing your order to avoid misunderstandings.
Please note: If a delivery date must be rearranged after confirmation with you and the courier, additional charges may apply.
Pallet and Kerbside Deliveries
Larger fireplaces and heavier items are sometimes shipped on pallets to protect them from damage in transit. Pallet deliveries are kerbside only, meaning the courier will deliver to the nearest safe point outside your property such as your driveway or pavement. This helps keep the unit secure and handled safely due to its size and fragility.
Pallet deliveries are not tracked in real time and are allocated a delivery day only rather than a specific time slot. If you require assistance moving the item indoors or upstairs, please arrange help on the delivery day, as couriers are not insured to enter properties.
Courier Contact and Tracking
You will receive tracking information by email or text where available once your order is dispatched. The courier will contact you directly to arrange or confirm delivery. Please ensure your contact details are correct at checkout.
Damaged Goods on Delivery
All items should be inspected upon delivery. Any damage or missing parts should be reported within 48 hours of receipt. Claims made after this timeframe may not be eligible for replacement or refund.
Split Deliveries
Some orders may arrive in multiple shipments. You will be notified if this applies to your order.
Warehouse Collection
If you wish to arrange your own collection, please contact us to check availability and confirm collection procedures. Items must be collected within a specified timeframe to avoid storage fees.
Delivery Area – Mainland UK
We deliver to most areas within the UK mainland.
Due to shipping costs, we currently only provide delivery services to mainland United Kingdom. However, if you wish to use your own courier to a location outside of our service area, we are happy to accommodate where possible. For Isle of Wight customers, Hampshire Freight has been a reliable option. Our responsibility ends once the item is handed over to your courier.
Postcodes Requiring Confirmation
If your address falls in the areas listed below, please contact us at support@twilightfires.co.uk or call 0330 043 0631 to confirm delivery availability and any potential surcharges.
Scottish Highlands and Islands
AB32*, AB36*–AB38*, AB40*–AB42*, AB55*–AB56*, FK17*–FK99*, G83*, HS1*–HS9*, IV1*–IV9*, KA27*–KA28*, KW1*–KW9*, PA20*–PA99*, PH17*–PH50*, ZE1*–ZE4*
Channel Islands
GY1*–GY9*, JE1*–JE4*
Access Requirements
Please inform us before ordering if your delivery location has limited access or cannot accommodate large delivery vehicles. Failure to do so may result in additional charges, for which CLASSAQUA LIMITED is not liable.
Delivery Policy Disclaimer
Once a delivery date has been agreed upon and confirmed, it is the customer's responsibility to be available to accept delivery on the scheduled date.
- A redelivery charge will apply before reattempting delivery if you are unavailable.
- If you cancel the order at this stage, the cost of the original delivery will be deducted from your refund.
By confirming a delivery date, you accept these terms.
Customer Acknowledgement
By placing an order with Twilight Fires, you confirm that you have read, understood, and agreed to the terms outlined in this Shipping Policy.
For full delivery information, please see our delivery information page.
