Shipping policy
Shipping & Delivery
Delivery
We offer free delivery on orders over €249 to mainland Europe.
Orders are shipped from our warehouse in Denmark. Delivery times vary depending on the product, destination and whether the item is shipped by parcel or pallet.
Certain islands and remote locations may be subject to additional delivery charges or different delivery conditions. Please contact our customer service team if you require delivery to an island or remote location.
Order Processing
Orders are normally processed and dispatched on business days. The actual dispatch time may vary depending on product availability and whether the item requires pallet delivery or special handling.
For products that are made to order, the expected delivery time will be stated on the product page.
Delivery Methods
We work with a range of trusted courier and freight partners. Depending on the size, weight and destination of your order, we reserve the right to select the most suitable delivery method and carrier.
Smaller products and accessories are generally shipped as parcels, while larger fireplaces and other bulky products are typically delivered by pallet.
Delivery Times
Delivery times vary according to the destination and the availability of the product.
For stocked products, typical delivery within mainland Europe is 1–2 business days after dispatch, although delivery to certain destinations may take longer.
Large or heavy products requiring pallet delivery may require additional handling time.
The estimated delivery time for each product will be provided on the product page where applicable.
Delivery times are estimates and may be affected by circumstances outside our reasonable control, including carrier delays, weather conditions and other unforeseen events.
Made-to-Order Products
Some fireplaces and other products are produced specifically to order and therefore have longer lead times.
Where applicable, the expected production and delivery time will be stated on the relevant product page.
Tracking
Once your order has been dispatched, you will receive a confirmation email with tracking information where tracking is available.
If you have not received your tracking information or have questions about the status of your delivery, please contact our customer service team.
Customs, Duties & Taxes
For deliveries within the EU, there are no additional customs duties or import charges payable by the customer upon delivery.
For deliveries to destinations outside the EU, customs duties, import taxes, handling charges and other local fees are not included in the purchase price or shipping cost unless expressly stated otherwise. Any such charges are the responsibility of the customer.
Deliveries Outside Mainland Europe
We can arrange delivery to destinations outside mainland Europe, including certain islands and destinations outside the EU, subject to availability.
Shipping costs and delivery times for these destinations vary depending on the location, size and weight of the order. Please contact our customer service team for a specific shipping quote before placing your order.
Some products may be subject to transport restrictions and may not be available for delivery to certain destinations.
Delivery Inspection
We recommend inspecting your order upon delivery. If the packaging or goods appear to have been damaged during transport, please document the damage where possible and contact our customer service team as soon as reasonably possible.
This does not affect your statutory consumer rights.
