Delivery Information
Before You Order
Delivery methods and times vary according to the product, supplier, stock location and delivery address. Please read the delivery information shown on the relevant product page before ordering.
If you have restricted access, require delivery on a particular date or need a specific type of delivery service, please contact us before placing your order. We cannot guarantee that a request can be accommodated unless we expressly confirm it in writing.
Please do not arrange installation, tradespeople or removal of an existing appliance until your order has been delivered and checked.
Order and Stock Confirmation
Your automated order confirmation confirms that we have received your order. It is not confirmation of stock availability, dispatch or a delivery date.
Many products are dispatched directly by our suppliers. Stock information may be updated manually and may not reflect live availability. We will verify availability after receiving your order and contact you if the estimated delivery time changes.
Estimated Delivery Times
Delivery times shown on our website are estimates rather than guaranteed dates. Working days exclude weekends and UK bank holidays.
Delivery may be affected by stock availability, supplier processing times, courier delays, adverse weather, access restrictions and other circumstances outside our reasonable control.
A requested or provisional delivery date is not confirmed until Twilight Fires, the supplier or the appointed courier has expressly confirmed it.
Delivery Method
Your order may be dispatched from our warehouse or directly from the relevant supplier. The warehouse or supplier will select an appropriate courier based on the product’s size, weight, value and delivery address.
Some orders may arrive in more than one delivery.
Delivery Notifications and Tracking
Tracking or delivery information will be provided where it is made available to us by the supplier or courier.
Not every delivery service provides:
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Live tracking;
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A specific delivery time;
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An advance telephone call; or
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The option to select a delivery date.
A courier may contact you by telephone, email or text, but this cannot be guaranteed unless the service has been expressly confirmed.
Please ensure that the telephone number, email address and delivery address supplied at checkout are correct. Check your emails, including your junk or spam folder, while awaiting delivery.
If you have not received tracking information, this does not necessarily mean that your order has not been dispatched.
Palletised and Kerbside Deliveries
Large, heavy or fragile products may be delivered on a pallet.
Pallet deliveries are kerbside only. This means the driver will unload the pallet at the nearest safe and accessible point to the delivery address. Depending on access, this may be the kerb, roadside, pavement or end of the driveway.
Kerbside delivery does not include:
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Carrying the product into your home, garage or garden;
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Moving the product upstairs or through the property;
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Unpacking or positioning the product;
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Installation or assembly; or
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Removal of the pallet or packaging.
The driver cannot be required to enter your property or move the item beyond the safe delivery point.
Large products can be extremely heavy. You are responsible for arranging sufficient, physically capable assistance to move the goods from the kerbside delivery point. Please also arrange a safe and dry place to store the goods immediately after delivery.
Delivery Access
Please tell us before ordering if the delivery address has restricted or difficult access, including:
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Narrow roads or entrances;
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Weight, width or height restrictions;
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Low bridges;
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Steep slopes;
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Gravel or uneven surfaces;
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Restricted parking;
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Pedestrian-only access; or
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Any location unsuitable for a large delivery vehicle or pallet truck.
Pallet trucks cannot normally operate safely on gravel, grass, steps, steep slopes or uneven ground.
If the courier cannot complete delivery because access restrictions were not disclosed, a failed-delivery, redelivery or return charge may apply. We will explain any known charge before arranging another delivery.
Confirmed Delivery Dates and Missed Deliveries
Once a delivery date has been expressly confirmed, someone must be available to accept the delivery and make any necessary arrangements for a kerbside delivery.
If delivery fails because nobody is available, access is unsuitable or the delivery is refused without a valid reason, the courier may charge for redelivery or return transport. Any applicable charge will depend on the courier and circumstances.
Contact us as soon as possible if you need to change a confirmed delivery arrangement. Changes requested after dispatch may not be possible and may incur an additional charge.
Checking Your Delivery
Please check the number of packages and inspect the outer packaging when the delivery arrives.
If there is visible damage:
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Photograph the pallet, packaging and affected area;
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Note the damage on the courier’s delivery record where possible; and
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Contact Twilight Fires as soon as reasonably possible.
If you cannot fully inspect the product while the driver is present, inspect it carefully as soon as possible after delivery and before installation.
Please report damage, shortages or missing components within 48 hours where possible. Prompt reporting helps us raise the matter with the supplier or courier. This requested reporting period does not affect your statutory consumer rights.
Do not install or dispose of the product, pallet or packaging while a reported transit-damage claim is being investigated unless we advise otherwise.
Unattended or Unexpected Deliveries
A delivery must not be treated as having an agreed date or time unless it has been expressly confirmed.
If an order is delivered unexpectedly, left unattended without your agreement or delivered without the notification you were expressly promised, please contact us promptly so that we can investigate with the supplier or courier.
Split Deliveries
Products, accessories and optional components may be dispatched separately and can arrive on different days.
Where information is available, we will let you know if your order is being split. Please check the dispatch information and the number of packages received before reporting an item as missing.
Delivery Areas and Surcharges
Standard or free delivery does not necessarily apply to every mainland UK address.
Additional charges or different delivery times may apply to the Scottish Highlands and Islands, Northern Ireland, the Isle of Wight, the Isle of Man, the Channel Islands and other remote or offshore locations. Courier classifications can vary according to the product, supplier and delivery service.
The website may not calculate every regional surcharge automatically. If an additional charge applies, we will contact you before dispatch. You may accept the revised delivery charge or cancel the affected order for a refund if it has not been dispatched.
Scottish Highland and Island postcodes requiring confirmation may include:
AB32, AB36–AB38, AB40–AB42, AB55–AB56, FK17–FK99, G83, HS1–HS9, IV1–IV9, KA27–KA28, KW1–KW9, PA20–PA99, PH17–PH50 and ZE1–ZE4.
Please contact us before ordering if you are unsure whether your address is covered.
Customer-Arranged Collections
Collection is available only where expressly agreed in advance.
If you wish to appoint your own courier, please contact us before making any arrangements. We will confirm whether collection is possible, the collection address, opening times, packaging details and any applicable conditions.
Do not send a courier until the collection has been confirmed in writing.
Your Consumer Rights
Nothing in this delivery policy limits or removes your statutory consumer rights.
Please also read our Returns and Refunds Policy and Terms and Conditions before ordering.
