Shipping policy

Version: v1 — 1 October 2026 · Forms part of our Terms and Conditions

Marlow Stoves, Unit U1, The Rose Business Estate, Marlow Bottom, Buckinghamshire, SL7 3ND Tel: 01628 290 142 | Email: info@marlowstoves.co.uk

1. Delivery areas and charges

Mainland England, Wales and Scotland (Lowlands): - Orders over £100: standard delivery is FREE - Orders under £100: delivery charge calculated at checkout

Surcharged regions — please contact us for a delivery quote before ordering: - Channel Islands - Isle of Wight - Isle of Man - Isles of Scilly - Scottish Highlands - Scottish Islands - Northern Ireland - Republic of Ireland

For delivery to these areas a charge of £495 will be made for standard pallets. Oversized pallets may incur additional costs. Orders for these areas may require confirmation before acceptance.

Scottish Highland and Island postcodes requiring confirmation may include:

AB32, AB36–AB38, AB40–AB42, AB55–AB56, FK17–FK99, G83, HS1–HS9, IV1–IV9, KA27–KA28, KW1–KW9, PA20–PA99, PH17–PH50 and ZE1–ZE4.

If your postcode falls within these ranges, please contact us on 01628 290 142 or info@marlowstoves.co.uk for a confirmed delivery quote.

2. How deliveries work

Large appliances, flue components, hearths and surrounds are delivered on pallets by specialist carriers. Standard delivery is to the kerbside or the nearest accessible point to your property that the carrier can safely reach. Drivers do not unpack, install or carry goods into your property unless a specific two-person or installation service has been arranged.

Please make sure the delivery point is accessible for a pallet truck and that you have considered the route — steps, gravel driveways, narrow lanes, parking restrictions and similar must be told to us in advance (see Section 6).

3. Booking and confirmation

We will contact you to confirm a delivery date or window. If the confirmed arrangement no longer suits you, please tell us at least 48 hours before the booking (excluding weekends and bank holidays) and we will rearrange at no charge.

4. Receiving your delivery

  • A responsible adult (18+) must be present to receive and sign for the goods.
  • Please check the goods on arrival wherever practicable.
  • If packaging or goods show any sign of damage, note it on the delivery documentation and tell us within 48 hours with photographs (see our Refund & Returns Policy, Section 6).
  • Do not schedule an installation before your goods have arrived and been checked.

5. Failed deliveries

Where a confirmed delivery cannot be completed because no person is available to receive the goods, access is unsafe or unsuitable, or notified access requirements were not met, the carrier’s return and redelivery costs are chargeable. A failed-delivery/redelivery charge reflecting our reasonable costs will apply — typically up to £95 per pallet attempt, plus any carrier storage charges incurred.

Please help us avoid this: be present on the confirmed day, keep your phone reachable, and tell us about access issues in advance.

6. Access requirements

You must tell us in advance about anything that may affect delivery, including:

  • Restricted or difficult vehicle access, narrow roads or lanes
  • Steps, steep drives, gravel surfaces
  • Parking restrictions, permits or loading limitations
  • Low bridges, weight limits or similar restrictions

If conditions differ materially from what you have told us, the delivery may be aborted and Section 5 applies.

7. Delivery timeframes

Quoted delivery dates are estimates given in good faith. We will always contact you if something changes. In any event, and unless we expressly agree otherwise with you, goods will be delivered within 30 days of your order, as required by the Consumer Rights Act 2015.

8. Storage

If you ask us to hold goods after they are ready for delivery or installation, reasonable storage charges may apply after we have given you notice.

9. Collection

You are welcome to collect from Unit U1, The Rose Business Estate, Marlow Bottom, Buckinghamshire, SL7 3ND by arrangement — call us first so we can have your order ready.

10. Questions

Delivery questions, quotes for surcharged regions, or access checks: call 01628 290 142 or email info@marlowstoves.co.uk.