Delivery Information

Delivery Information

Although our deliveries are normally as scheduled, they can be delayed due to unforeseen circumstances beyond our control.

It is the buyer’s responsibility to inform us if there are any access problems, we use 3^rd party couriers with a tail-lift and pump truck. Please be aware they will only offer kerbside drop or to the nearest hard surface.
 

A re-delivery charge will be applicable if no-one is present to sign for the delivery, this can be avoided if a pre-arranged unsigned delivery has been agreed.
 

Please notify us within 7 days of receipt in writing, for any damage that has occurred during transportation, or any items missing. After this we cannot accept liability of any damaged or missing items.
 

If you are not happy with the item, it is the buyers is responsibility to pay for the returning the item/s, and less 15% re-stocking fee.
 

White Glove Delivery Service

If you choose our White Glove delivery option, your order will be delivered by our own in-house team for a flat fee of £199.99, regardless of where you are located within our service radius.

Available in the postcode areas shown on the map.

White Glove Delivery Service - Terms & Conditions

Elementi Fires (“we”, “us”, “our”) is committed to providing a safe, efficient, and fair delivery service. These Terms & Conditions apply specifically to our White Glove Service and are intended to protect both our customers and our delivery team. They do not affect your statutory rights.

1. Service Availability

• Our White Glove Service is available only for orders placed directly through our website.
• Service is subject to geographical restrictions. We will review your delivery location before confirming your order to ensure it falls within our service area (approximately a 2-hour drive from Enstone, Oxfordshire).
• As our delivery team consists of only two specialists, certain access restrictions (e.g., staircases, narrow entrances, steep gradients) may prevent safe delivery. We reserve the right to refuse or cancel White Glove Service where access is deemed unsuitable.

2. Delivery & Access Requirements

• Customers are required to provide accurate information regarding access to the property (doorways, hallways, lifts, outdoor spaces).
• Any delivery fees may be retained if safe and reasonable access has not been provided.
• We cannot be held liable for delays in delivery caused by circumstances beyond our control, including access issues, traffic, or unforeseen hazards at the delivery site.

3. Products & Setup

• Our White Glove Service includes placement of the product in your preferred location and removal of packaging.
• If the product requires a propane gas tank, please note we cannot supply or transport propane cylinders ourselves due to UK health and safety regulations for the transport of pressurised gases. Customers must provide a suitable tank at the time of delivery if they wish us to connect it.
• Conversion of fire pits or fire tables to natural gas is not included in this service. We are not registered gas engineers, and by law, this work must be carried out by a qualified professional.

4. Liability

• While every care is taken during delivery and installation, we are not responsible for damage incurred after delivery and placement of the product.
• Any claims relating to product faults or defects must be raised under the product warranty.
• We accept no liability for issues arising from customer-supplied gas equipment or third-party alterations.

5. Returns & Faults

• In the event of a manufacturing fault, we will cover reasonable costs for collection and return, provided the item is within its warranty period.
• Damage caused by misuse, poor access, or post-delivery handling is not covered.

6. Pricing & Confirmation

• White Glove Delivery is charged at a flat fee of £199.99 per order within the defined service radius.
• Orders are confirmed only once the delivery location has been reviewed and accepted by our team.