Shipping & Delivery Policy

Last updated: 9 October 2026

At BIOFLAMES UK, we understand how exciting it is to receive your new bioethanol fireplace. That's why we work hard to process and dispatch every order as quickly and efficiently as possible.

We use trusted delivery partners to ensure your fireplaces, accessories and bioethanol fuel reach you safely.

Please read our shipping information below before placing your order.

1. Delivery Options & Shipping Costs

We offer two delivery options for orders within mainland UK.

Delivery Service	Estimated Delivery Time	Cost
Standard Delivery	3–5 working days	£4.99 for orders under £50
Free Standard Delivery	3–5 working days	FREE on orders of £50 or more
Express Delivery	1–2 working days	£9.99, with no minimum order value

Important: The delivery times shown above are estimated transit times after dispatch, not from the moment you place your order. Please allow additional time for order processing.

Delivery charges are calculated and displayed at checkout before payment.

Express delivery is subject to service availability and any applicable product transport restrictions.

2. Order Processing & Dispatch

We aim to process and dispatch orders within 2-3 working days after your order has been confirmed.

• Orders are processed Monday to Friday, excluding UK bank holidays.

• Orders placed during weekends or bank holidays will normally begin processing on the next working day.

• Processing time and delivery time are separate.

• Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.

During particularly busy periods, or where an item is temporarily unavailable, dispatch may take longer than usual.

If we become aware of a significant delay affecting your order, we will contact you with an update.

3. Our Delivery Partners

We work with reliable courier services to provide efficient delivery across mainland UK.

Bioethanol Fireplaces

Our bioethanol fireplaces are usually dispatched using UPS, often via its Next Day delivery service.

Please note that UPS Next Day refers to the courier's service after collection and does not mean your order will necessarily arrive the day after purchase.

The courier used may vary depending on the size, weight and delivery requirements of your fireplace.

Accessories

Smaller accessories, such as decorative stones, ceramic logs and other fireplace accessories, are generally dispatched using Evri.

Standard delivery usually takes approximately 3–5 working days after dispatch.

Bioethanol Fuel

Bioethanol fuel requires additional care during storage, handling and transportation because it is a flammable liquid.

Fuel orders are subject to the same advertised mainland UK delivery charges as our other products.

Transport arrangements may differ from those for fireplaces and accessories. Bioethanol fuel will only be dispatched using a delivery service authorised to carry the product in accordance with applicable transport regulations.

Certain delivery services or destinations may be unavailable for fuel orders due to carrier restrictions.

4. Delivery Areas

Our standard shipping services and advertised delivery charges apply to UK mainland addresses.

Deliveries Outside Mainland UK

If your delivery address is outside mainland UK, please contact us before placing your order.

This includes destinations such as:

• Northern Ireland

• Scottish islands

• Isle of Wight

• Isle of Man

• Channel Islands

• Other offshore or remote destinations requiring special delivery arrangements

We will be happy to check whether delivery is available and provide a personalised shipping quotation based on your location, order contents, parcel size and weight.

Delivery to these areas is subject to courier availability and any applicable transport restrictions.

International deliveries are not offered as a standard checkout service. Please contact us to discuss any special delivery enquiry.

5. Special Delivery Conditions for Northern Ireland

We can consider deliveries to Northern Ireland by individual arrangement.

For bioethanol fuel, a minimum order quantity of 24 bottles applies.

Orders containing fewer than 24 bottles of bioethanol fuel cannot be fulfilled for delivery to Northern Ireland under our current shipping arrangements.

For fireplaces and accessories, delivery availability and shipping costs will be calculated individually.

Please contact us before placing an order for delivery to Northern Ireland so we can confirm the available options and provide a quotation.

6. Orders Containing Multiple Products

If your order contains several products, such as a fireplace, decorative accessories and bioethanol fuel, your items may arrive in separate parcels or on different delivery dates.

This is because products may require different packaging, handling methods or courier services depending on their size, weight or transport restrictions.

You will receive tracking information for the dispatched parcels.

Please do not worry if only part of your order arrives initially. The remaining items may still be on their way.

If you have any concerns about a missing item, please contact our customer support team.

7. Order Tracking

Once your order has been dispatched, we will send you a shipping confirmation email containing your tracking number.

You can use the tracking information to follow the progress of your delivery directly through the courier's website.

Tracking updates may take a little time to appear after your parcel has been collected.

If you have not received your tracking information, please check your spam or junk folder before contacting us.

8. Delivery Delays

Although we do our best to ensure prompt delivery, occasional delays can occur due to circumstances such as:

• Severe weather conditions

• High parcel volumes during busy periods

• Courier network disruptions

• Bank holidays

• Transport or access restrictions

• Unexpected logistical difficulties

If your parcel has not arrived within the expected delivery window, please contact us at office@bioflames.co.uk.

We will investigate the issue with the courier and provide an update.

Estimated delivery times are not guaranteed arrival dates unless a specific delivery date has been expressly agreed.

Nothing in this policy affects your statutory rights regarding delayed or failed delivery under UK consumer law.

9. Damaged Parcels or Products

We carefully prepare our orders for shipping, and transport damage is uncommon. However, we understand that accidents can occasionally happen during delivery.

If your parcel arrives visibly damaged:

1. If possible, inform the delivery driver immediately and ask them to record that the parcel was received with damaged packaging.

2. Take clear photographs of the outside of the parcel, including any visible damage.

3. Carefully inspect the contents and take photographs of any damaged products, where safe to do so.

4. Contact us at office@bioflames.co.uk, including your order number, a description of the issue and the relevant photographs.

Photographs help us assess the damage and resolve the matter with the courier as efficiently as possible.

Please retain the product and its original packaging until we have advised you on the next steps, where reasonably possible.

Important: If the delivery driver has already left, or you were unable to record the damage or take photographs, you can still contact us. This does not affect your statutory consumer rights.

We will review the issue and arrange an appropriate resolution in accordance with your legal rights, which may include a replacement, repair or refund where applicable.

10. Lost or Missing Parcels

Lost parcels are rare, but if your delivery has not arrived or appears to be missing, please get in touch.

You can email us at office@bioflames.co.uk with your order number and tracking details.

We will contact the relevant delivery company, investigate the shipment and help resolve the issue.

If your parcel is marked as delivered but you have not received it, please let us know so we can investigate.

Under applicable UK consumer law, we remain responsible for goods until they are received by you or a person you have nominated to receive them, subject to the statutory exceptions.

11. Incorrect Addresses & Failed Deliveries

Please ensure that your delivery address, postcode and contact details are correct when placing your order.

If you notice an error after ordering, contact us as soon as possible at office@bioflames.co.uk.

We will do our best to correct the address before dispatch, although changes may not be possible once a parcel has entered the courier network.

If delivery cannot be completed, the courier may attempt redelivery, provide alternative delivery instructions or return the parcel to us.

Where an incorrect address supplied by the customer results in additional delivery charges, we may contact you to discuss any reasonable redelivery costs before arranging another shipment.

Your statutory rights remain unaffected.

12. Returns & Refunds

If you need to return a product, please refer to our separate Returns & Refunds Policy for information about eligibility, return procedures and refunds.

You can read our policy here:

https://www.bioflames.co.uk/policies/refund-policy

For products that arrive damaged, defective or incorrect, please contact us directly so we can assist you.

Your statutory consumer rights are not affected by our store policies.

13. Contact Us

If you have any questions about shipping costs, delivery times, courier services, tracking information or special delivery arrangements, our team is here to help.

BIOFLAMES UK

Website: https://www.bioflames.co.uk

Email: office@bioflames.co.uk

Contact page: https://www.bioflames.co.uk/pages/contact

We aim to make every shopping experience as straightforward as possible, from choosing your new fireplace to receiving it at your door.

Thank you for shopping with BIOFLAMES UK.