Delivery Information

4.1.1

All orders come with a Free Standard Delivery to most parts of the UK Mainland, but additional delivery charges apply to the Scottish Highlands and islands, and Central London.

4.1.2

Next Day Delivery is charged at an additional £30 but this may vary depending on postcode. Next day delivery will only be dispatched on the day of order if the order is placed before 11am and if the product is in stock. We cannot guarantee next day delivery on all our items but will contact you if we are unable to do so.

4.1.3

Next Day delivery means next working day and items can be delivered any time between 9am and 6pm.

4.2.1

Orders for small items, such as stove accessories or component parts (but not a complete stove), will be charged at a standard rate for 3-10 day service.

4.2.2

Next day delivery will be charged at an increased rate. Please contact us prior to placing an order. Next day delivery will only be dispatched on the day of the order, if it is placed before 11am and if the product is in stock. We cannot guarantee next day delivery on all our items but will contact you if we are unable to do so.

4.2.3

Next Day delivery means next working day (Monday to Friday) and items can be delivered any time between 9am and 6pm. Working days do not include Saturday, Sunday and Bank Holidays.

4.3.1

We hold large volumes of stock but you can check stock availability by calling or e-mailing us. If a product is in stock, delivery takes 3-10 days. We shall contact you with an update on anticipated delivery times. Where possible we shall inform you if delivery is likely to take in excess of 30 days.

4.3.2

All delivery times are estimates only, and time is not of the essence.  It is your responsibility to order in good time before any planned installation dates.

4.3.3

In the event that the goods in question are out of stock at the time you place your order, you may without incurring any costs, cancel your order at any time, prior to the item in question being dispatched from the manufacturer. Once the item has been dispatched from the manufacturer we shall not accept any cancelation requests.   

4.4.1

If you have ordered a large item such as a stove or a flue system, your goods will be delivered on a pallet, on a large vehicle typically with a capacity of 7.5 tonnes with a tail lift. Please let us know, as soon as possible, if there will be a problem with access, so we can make alternative delivery arrangements.

4.4.2

We send all our goods by a haulage company and they will deliver the product to the property but will not bring the stove into your property due to insurance obligations and restrictions. If a driver is particularly helpful and the customer persuades them to help the customer take the goods inside, then the customer does so at their own risk. Any damage to the goods brought into the customers house are the responsibility of the customer not the delivery company or us, unless the damage is as a result of our negligence.

4.4.3

It is your responsibility to arrange the necessary equipment or man-power required in order to move the stove to the desired place. Please note that if there are steps the haulage company will not be able to bring the stove to the door and a “kerb side” delivery will be necessary.

4.4.4

The driver will wheel the stove as far as they can, providing their path is free from

Obstructions, and is on solid level ground (the driver’s trolley will not work on gravel or uneven surfaces).

4.4.5

If the conditions at the point of delivery do not permit the delivery firm to bring the goods to the property, then it is necessary for the customer to inform the supplier beforehand or to make arrangements for the goods to be moved to a safe storage place after delivery has been made.

4.4.6

Please note that if a delivery is refused and sent back to us because delivery was not able to take place due to insufficient man-power at the delivery destination any refunds will be minus the cost of return delivery to our premises.

4.4.7

Goods must be signed for upon delivery and cannot be left in a safe place without a signature.

4.4.8

Title of the goods shall pass to the customer on completion of the delivery, providing payment has been made in full.

4.5.1

Smaller item deliveries will be delivered by a courier company. If you provide us with an email or mobile number you will receive notification directly from them informing you of the delivery.

4.5.2

If you are unavailable when package goods (e.g. fireside accessories) are delivered, the courier company will leave a note, explaining how to re-arrange delivery for a more convenient time.

4.5.3

Goods must be signed for upon delivery and cannot be left in a safe place without a signature.

4.5.4

Title of the goods shall pass to the customer on completion of the delivery, providing payment has been made in full.

4.6.1

Following the delivery, please inspect the goods at your earliest convenience. In the event that there are goods which are damaged or missing, the sooner we are notified, the sooner we can conclude the matter. With palletised deliveries, upon delivery, the driver shall provide you with 15 minutes to inspect the goods. We encourage you to notify us of any damage or faults during this initial inspection, or within twenty four (24) hours if possible, but we acknowledge that failure to do so shall not affect your statutory rights.

4.6.2

If you experience a problem with a product, within the first 30 days of ownership, you must notify us and return the product (at your own expense), and give us an opportunity to inspect the product. If the product is not as described on the Website, fit for purpose, or of satisfactory quality, you may, within 30 days of receiving the product, reject the product and you will be entitled to a full refund. Alternatively, you may elect for the repair or replacement of the product during this 30 day period. 

4.6.3

If you experience a problem with a product (the product is not as described on the Website, fit for purpose, or of satisfactory quality) within the first six months of ownership, you must notify us and return the product (at your own expense), and give us an opportunity to resolve the problem in the first instance. You will not be entitled to any further recourse if we have not been given the opportunity to inspect the product and resolve the issue ourselves, or through a third party.

4.6.4

For the avoidance of doubt, normal wear and tear does not qualify as a fault of damage for the purposes of this clause 4.

4.6.5

In the event that you report a fault in accordance with clauses 4.6.2 or 4.6.3, it will assist us to promptly respond if you are able to provide a photograph of the fault in question.

4.6.6

In the event that you report a fault in accordance with clauses 4.6.2 or 4.6.3, with fitted appliances and parts, we shall investigate the fault by way of an in person visit by an engineer, or remotely by way of a video call, and you are required to cooperate as necessary to allow us to complete the inspection.  

4.7.1

If the goods are returned to us, because you are absent or have not taken the appropriate actions to enable the courier to deliver the goods, you will be refunded for the item but not for the delivery charge incurred.

4.7.2

If you miss your palletised stove delivery at your agreed pre-booked day, and fail to notify us that the date is no longer suitable, re-delivery charges may apply .

4.7.3

If you are unavailable when package goods (e.g. fireside accessories) are delivered, the courier company will leave a note, explaining how to re-arrange delivery for a more convenient time.

4.9.1

You shall, for a period of no more than 14 days from the date you receive the product, be entitled to cancel the order, return the product (at your own expense), and receive a full refund.

4.9.2

To cancel or return an item you must confirm this in writing via email to the appropriate e-mail address given in the table below. Alternatively, any postal correspondence must be addressed to Online Sales, The Arcade, King Street, Llandysul, Ceredigion, SA44 4DJ. In all communications, please quote clearly your name plus the order number or invoice number.

Trading Name

E-mail Address

Arcadewales

sales@arcadestoves.co.uk

Woodburner Warehouse

sales@woodburnerwarehouse.co.uk

Woodburner-Spares

sales@woodburnerwarehouse.co.uk

4.9.3

Mail order, telephone and internet sales to individuals (not businesses), are covered by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

4.9.4

You have the right to a refund within 14 days of cancellation. We will action the refund as soon as the goods have been returned to us in a resalable condition.

4.9.5

Bespoke items made to specification, personalised goods, or goods or materials cut to length, are excluded from the right to cancel under clause 4.9.1.

4.9.6

If you cancel an order, pursuant to clause 4.9.1, after it has been dispatched by us but before you have received the goods, we regret that you shall be charged for the return delivery costs, even in the event that the goods have not arrived at your address.

4.10.1

All goods returned pursuant to clause 4.9.1 must be boxed and must have not been fitted and / or used in any way. Should we find any damage upon receipt we will advise you and deduct any costs from the refund amount.

4.10.2

Following the identification of a fault pursuant to clause 4.6, you must not make any further use of the goods, or make any attempt to repair the goods, or the goods will no longer qualify for return.

4.10.3

All goods that qualify for return shall be refunded in the amount originally paid minus any costs of collecting the goods.

4.10.4

This excludes collection from Scottish Highlands and islands and Ireland. Please contact us for further information on these charges.

4.10.5

The items must be sent back to us in the original packaging and securely packaged. When necessary we will send you some strapping for the larger items to assist you with securing the item to the pallet. You shall be responsible for ensuring that the item is adequately wrapped, and where applicable, the item is placed back securely on the pallet.

4.10.6

The items must be sent back to us in the original packaging and securely packaged. The customer is responsible for ensuring that the item is adequately wrapped and placed in a box.

Please return to:

F.A.O Online Sales

Arcade

King Street

Llandysul

CEREDIGION

SA44 4DJ

Please include a note stating your name, order number, Address, and the reason for the return.

4.10.7

In the case of returning a large palletised item delivered in accordance with clause 4.4, we can arrange the return of large palletised items through our courier service. We will discuss the packaging arrangements with the customer once we have been notified that there is a need to return the item. Collection costs shall vary depending on the collection postcode, and our sales team shall advise accordingly. In order to ensure that the goods are appropriately returned to us, we shall liaise with the customer in respect of the packing requirements prior to collection.

4.10.8

Notwithstanding clause 4.10.7, you may elect to return a palletised item using your own choice of courier, at your own expense. In such cases we strongly advise that you insure the item to its full value.

4.10.9

In the case of returning a small item delivered in accordance with clause 4.5, you must return the goods via your own choice of courier, at your own expense, and you must ensure that the item is sent with proof of sending, and we strongly advise that you insure the item to its full value.