Delivery & Returns
Delivery
We deliver to all parts of the UK, Northern Ireland, Republic of Ireland and Outer Isles.
Delivery Methods:
- Small Packages: Post Office / Courier
- Stoves: Pallet Network / Palletways
- Electric Fires: Pallet Network / Palletways
Small Goods
In the most part, we try and deliver all goods at the same time. Some older stove spare parts can take a little more time to arrive into stock. If there are multiple goods placed on the same order, then we may send the in-stock items separately.
Pallet Goods [Stoves / Fireplaces / Electric Fires etc]
What You Need to Know About Pallet Deliveries:
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Delivery Partners: We use United Pallet Network and/or Palletways for delivery.
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Combined Deliveries: In the most part, we try and deliver all goods at the same time, however, in some instances, flue kits are delivered separately.
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Pre-Booked Drop-off: Your local United Pallet Network and/or Palletways delivery company will book the drop-off with you in advance, so you’ll know when to expect it. Get a contact number if possible.
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Be at Home: Please be at home as agreed as goods will not be left unattended onsite. Make sure someone is home — they won’t leave it without a signature.
Accessibility & Pallet Truck Restrictions
Your item will be on a pallet truck (a low-wheeled platform with ~1" ground clearance).
That truck needs a completely flat, hard surface to roll on — like concrete, tarmac, paving slabs.
Please confirm any access issues when speaking with your local courier pre-delivery.
No Leaving Items Unattended
They won’t leave the pallet outside your house (like in a driveway or porch), even if you ask.
This is for liability reasons — they need someone to sign for it.
Missed Delivery = Re-delivery Charges
If you have agreed on a day for delivery and are not in when the courier arrives, you’ll be charged for that second delivery.
You’ll need to sort that out directly with the delivery company.
One Driver Only
There will be just one person handling the delivery. They're not required to help carry things inside or unpack anything.
Sometimes they may request help with the larger electric fires.
Don’t Refuse the Delivery
Once the driver arrives with your item, you can’t refuse it unless it's damaged.
You’re expected to have a place ready to store it (like a garage or shed), since large pallet deliveries can’t just sit outside.
Check for Damage Immediately
Inspect it before signing — take a good look at the packaging. If there’s any damage, report it on the spot, and ideally take photos.
Once you sign for it, you’re confirming it arrived in good condition — no replacements will be offered after that.
Delivery Timing
- No Specific Time Slot: You may not get a specific delivery timeframe from your local courier. Deliveries can happen anytime between 8:00 AM and 6:30 PM.
- Delays Can Happen: While most deliveries arrive on the scheduled date, there’s a small chance they might be delayed until the next working day. This is due to the nature of large, pallet-based deliveries which can be affected by traffic, routing issues, or vehicle capacity.
- Don’t Call on the Day for Updates: The seller or supplier won’t have live tracking like couriers do. All they’ll be able to tell you is: “Your goods are out for delivery.”
What This Means for You:
- Keep your whole day flexible on the delivery date. Make sure someone is home all day.
- If you need to leave, arrange for a friend, family member, or neighbour to be there to accept delivery.
- If your delivery doesn’t show up, expect it to arrive the next day and don’t panic — this occasionally happens with freight deliveries.
Installation
Please leave sufficient timeframe between order, delivery and installation. We recommend to have all of your goods onsite before any booked in installation.
Returns
Important: Contact Us First!
Never return goods without contacting StoveBay.com first. Email us at the earliest possible convenience: sales@stovebay.com
Any goods sent without prior contact with Us will not be accepted and we will not be liable for refunds.
According to Consumer Contracts Regulations 2014, You have a 14 day ‘Cooling Off Period’ to return goods from date received. This does not include Special Order or Bespoke Products such as bespoke fireplaces, hearth plinths, flue systems, spare parts, stove glass, fire brick, fire rope and other goods that have been manufactured or cut to size.
If You Need to Return Goods (Even if Damaged or Faulty)
You’re Responsible For:
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Repacking the goods safely back onto the original (or a replacement) pallet.
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Securing the goods using tie-down straps — the company can send these to you if you don’t have any.
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Moving the pallet to a spot that the delivery driver can access easily and safely with a pallet truck:
- Must be flat, hard, and smooth (e.g. concrete or tarmac).
- Can’t involve gravel, steps, tight corners, or grass.
Important Note: Your Access Matters
If your home isn’t suitable for a pallet truck to collect the return directly (e.g. steep driveway, gravel path, or no direct access), you must arrange transport to get the goods to a suitable collection point.
That could mean:
- Moving the pallet to the curb or bottom of a driveway.
- Taking it to a friend’s house or business location with proper access.
- Booking a local courier or man-and-van service to help transfer it.
Best Practice for Returns:
- Keep the original pallet and any packaging until you’re 100% sure you don’t need to return the item. Returned goods will only be accepted if they are in original packaging and original state.
- The goods must not have been fitted, installed or used in any way.
- The goods must be unmarked and free from blemishes of any kind, and you must return them in a saleable condition. Please do not write on original packaging.
- If there’s any damage, report it before signing for delivery, and take photos immediately.
- It is your duty to pay for carriage of returned goods. Goods in transit are your responsibility. Damaged goods will not be refunded.
- Returned goods are subject to a re-stocking charge [10%]. If goods are not returned in their original condition a re-stocking charge of 20% is applicable.
- Plan ahead for where you’d store the item safely and accessibly in case a return becomes necessary.
