SHIPPING & DELIVERIES

In Stock items are despatched within 2 working days via a tracked 24/48hr Service. All our fire pits are bespoke and made to order, this means once the concrete base has been poured orders can be cancelled or changed. Standard lead time on our standard range of products on the website is 2-4 weeks for LPG & Gas Models and Bioethanol Firepits and Bioethanol Burners take 3-4 weeks. If you have a specific delivery date in mind, please contact us first to check that this preferred date is achievable.

MAKING CHANGES TO YOUR ORDER

If you need to make any changes to your order, please contact us as soon as possible. Its important to understand that after changing your order it could change the delivery date of your order and the total cost of your order. Any changes to your order must be notified to us in writing (by email).

DAMAGED OR FAULTY GOODS

If your goods arrive damaged or are faulty for any reason, you are entitled to claim for a repair or replacement.

On the day of delivery it’s important to unwrap the Gas Fire Pit or Burner Kit to check for any visible damage. Please contact us within 3 days of delivery for damaged goods. We cannot accept claims of damage if not made within 3 days of delivery. This is due to the insurance we take on deliveries and the pallet courier’s we use. If it has been damaged in transit, then we only have 3 days after delivery to open a claim with the couriers. Please sent photos of damaged goods within 3 days on info@theluxuryfirepitco.uk with the subject: Damaged Order (insert your order number here).

If you refuse delivery as the damage is clearly visible, please notify us along with any photo evidence so that we can expect the return shipment and open a claim with the couriers.

If you later discover any defects not caused since delivery, you should notify The Luxury Fire Pit Co immediately, including photographs and a written description of the defect/s, to our email info@theluxuryfirepitco.uk using the subject: Defective Order; Please state your name, order number and postcode in any correspondence.

We reserve the right to request images or inspect any reported issues and remedy on-site in compliance with your statutory rights. Once delivery has taken place, we won’t be unable to arrange a collection or replacement of damaged or deficient goods without photographic evidence.

AMMENDING OR REQUESTING A DELIVERY DATE

If you need to make any changes to your delivery, it may be possible if we are given at least 48 hours’ notice before dispatch from our warehouse. However, it is not possible to make a change if the goods have already been picked and dispatched to a courier depot in advance of delivery.

If you require your Fire Pit to be delivered on a specific day, then please contact our sales team and we’ll always try our best to accommodate your request.

All Gas Fire Pit deliveries are Monday to Friday in normal business working hours. If you require delivery on a Saturday, we can offer this on request. Please note that Saturday deliveries do incur an additional charge. Please contact us prior to ordering to make any necessary arrangements.