When you place an order with Alfresco Heat, you'll promptly receive a confirmation email. At this point, we pre-authorise your payment method. We then check the availability of your desired item in our warehouse or with our suppliers. If the item is for Pre-Order with a future delivery date, we will then process the charges to your chosen payment method.If an item is unavailable, we remove the pre-authorisation and notify you via email.

Delivery Process:

We prioritise fast, safe, and reliable delivery methods. After payment processing, we dispatch your items within the specified timeframe mentioned on the product page. A dispatch notification is sent once your item/s leave the warehouse.

Dispatch Methods:

Parcel Delivery:
Smaller products are delivered by parcel couriers. You'll receive an email with the estimated delivery day and a tracking number upon dispatch.

Pallet Delivery:
Larger products are delivered by specialist carriers. They'll contact you to schedule delivery once your order reaches the local depot. Note: Pallet delivery is kerbside; contact us for alternative methods.

Special Instructions:
For any specific delivery instructions, contact us at 0333 242 0505.

Upon Delivery, Follow These Steps:

Unpack the Goods:
Remove items from their packaging.

Inspect for Damages:
Carefully check for damages or shortfalls.

Note Damages/Shortfalls:
If any issues, note them on the delivery form and sign, refusing the goods.

Notify Alfresco Heat:
Report damages/shortfalls within 24 hours via email (sales@alfrescoheat.co.uk) or phone (0333 242 0505). If goods are refused, we'll resend or arrange a full refund.

The courier will wait 15 minutes for your checks if necessary. No claims accepted without a clean signature. All damage/shortfall claims must be made within 24 hours.

Delivery Areas:

We deliver across the UK, with potential additional charges for 'offshore domestic regions' and 'Scottish Highlands': Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands, and Northern Ireland.

At Alfresco Heat we want you to be completely happy with your purchase. We will offer a full refund for any item that has arrived faulty or damaged. Please ensure you inform us within 24 hrs of receipt of your item.

If you've simply had a change of heart, please email info@alfrescoheat.co.uk and we will inform you of the returns address, then post the item back within 14 days of receipt.

Please note, if you are wanting to return a fire that is not faulty. Please do not use the burner as this will then be classed as used. For full terms please refer to our detailed returns policy