Delivery & Installation
Beautiful Fireplaces. Carefully Delivered.
At Ember & Stone, we believe the experience of creating a beautiful fireplace should be as considered as the finished result.
Whether you're purchasing a wood-burning stove, choosing a statement fireplace surround or commissioning a bespoke media wall, we're committed to providing clear delivery arrangements, professional coordination and attentive customer care.
Free Delivery on Orders of £500 or More
We offer FREE standard delivery on purchases of £500 or more.
For purchases below £500, the applicable delivery charge will be displayed before checkout is completed.
Any optional specialist services, including installation or additional handling, will be quoted separately where applicable and agreed with you before purchase.
Standard Delivery — Within 2 Weeks
Our standard products are delivered within 14 calendar days of placing your order.
This applies to regular fireplace and stove orders that do not require specialist importing, bespoke fabrication or custom manufacturing.
If an unforeseen issue affects your agreed delivery timeframe, we will contact you, provide an update and explain your available options.
Your statutory rights regarding delayed or undelivered goods remain unaffected.
Specialist Sourcing & Bespoke Orders — Up to 6 Months
Some fireplace projects require materials, components or specialist products sourced from different regions around the world.
These projects may involve bespoke manufacturing, specialist craftsmanship and additional preparation before delivery or installation.
In these circumstances, the agreed project timeframe may be up to six months.
This additional time allows for:
Sourcing specialist materials and components from international suppliers.
Reviewing and confirming the customer's design and specifications.
Preparing architectural or technical requirements.
Fabricating or developing bespoke fireplace features.
Carrying out relevant quality checks.
Coordinating international transportation and local delivery.
Scheduling professional installation where included.
Customers will be informed of the extended timeframe before committing to the order.
The proposed delivery period will be agreed in advance and recorded in the project quotation or order confirmation.
An extended delivery period will not be imposed retrospectively without the customer's agreement.
Staged Payments for Bespoke Projects
We understand that bespoke fireplace installations and custom media-wall projects can represent a significant investment.
For specialist projects with extended sourcing or production periods, Ember & Stone offers staged payments linked to agreed project milestones.
This means customers do not have to pay the entire project price upfront.
Before work begins, we will provide a written quotation explaining:
The total agreed project cost.
The payment amounts and schedule.
The milestones associated with each payment.
The expected project timeframe.
The products, materials and services included.
Payments will be requested in accordance with the agreed schedule as the project progresses.
Depending on the project, milestones may relate to design approval, specialist material sourcing, manufacturing progress or preparation for delivery and installation.
The specific payment schedule will be agreed individually before the project begins.
Any separate credit or finance arrangement, where offered, will be subject to its own terms and applicable legal requirements.
Project Updates
For bespoke and specialist orders, we aim to keep customers informed of meaningful developments throughout the project.
These may include design approvals, progress with material sourcing, manufacturing updates and delivery preparations.
If an unexpected issue affects the agreed programme, we will contact you to discuss the circumstances and the options available.
Professional Fireplace Installation
Ember & Stone offers professional fireplace installation and bespoke media-wall services through appropriately qualified specialists.
Depending on the project, installation planning may include measurements, property access, appliance compatibility, ventilation, flue requirements and other applicable safety considerations.
The precise installation work, charges and timescale will be set out in the agreed quotation.
Unless specifically stated, purchasing a fireplace product does not automatically include installation.
Preparing for Delivery
Before your delivery or installation appointment, please ensure that the property has suitable access.
For larger items, consider doorway dimensions, hallways, staircases, lifts and any restrictions that may affect the safe delivery of your chosen product.
If you have concerns about access, please contact us before ordering.
Damaged, Incorrect or Incomplete Orders
If a product arrives damaged, incomplete or different from what was ordered, please contact Ember & Stone.
Providing an order reference, description of the issue and photographs where available can help us investigate efficiently.
We will work towards an appropriate resolution in accordance with your statutory rights.
Cancellations & Consumer Rights
Our delivery and staged-payment arrangements do not remove your statutory consumer rights.
For many online purchases, customers have cancellation rights under UK consumer law.
Products genuinely made to a customer's individual specifications or clearly personalised may be subject to different change-of-mind cancellation rules.
However, a product is not automatically exempt simply because it is imported, sourced from a supplier or manufactured after ordering.
Any applicable cancellation terms will be explained before purchase.
Faulty, misdescribed or otherwise non-conforming products remain subject to applicable statutory protections.
Please refer to our Returns & Refunds Policy for further information.
Contact Ember & Stone
If you have a question about delivery, specialist sourcing, staged project payments or installation, please contact our team.
Ember & Stone
Email: info@emberandstone.com
The Art of Living With Fire.