Shipping Policy

1. General Shipping Terms

We provide a premium 2-man delivery service to the room of your choice for all our products, available exclusively to mainland UK addresses.

For security reasons, we only ship to the billing address registered to your payment card. If the billing address is outside mainland UK, the order will be automatically cancelled and fully refunded.

Important: Once an order has been placed, the shipping address cannot be changed under any circumstances. Please ensure all details are correct before completing your purchase.


We do not deliver to postcodes beginning with ZE, TR, SR, PO, PH, KW, IV, PA, JE, IM, HS, GY, PH, KA, BT, or to Northern Ireland, the Isle of Man, or any offshore islands.

2. Delivery Timelines

The delivery timelines for our different products are as follows:

● Media Walls: Manufactured in approximately 4 weeks from CAD drawing confirmation, followed by delivery within 3-7 working days.
● Media Wall Fires: If in stock, orders placed before 2 PM will be dispatched the next business day, with delivery within 3-5 working days. Orders placed after 2 PM on a Friday will not be dispatched until Tuesday.
● Wall-Mounted Fireplaces & Electric Fireplace Suites: Manufactured within 3-4 weeks, with delivery within 3-7 working days after completion.

Delivery timelines are estimates and may vary due to unforeseen circumstances. We are not liable for any losses incurred due to delivery delays.

3. Delivery Procedure

Our premium two-person delivery service includes bringing your item into your home and placing it in a room of your choice. However, please note the following strict delivery conditions:

  • Ground floor access only – no stairs, no lifts.
  • We do not deliver to flats or apartment buildings, as the courier must deliver the item directly inside your home.

Customer Responsibility:

  • It is the customer’s responsibility to ensure the product dimensions allow for safe and accessible entry into the property.
  • If the item cannot fit through doorways or access points, it will be left in a safe place at the customer’s risk.
  • Once delivered, the item remains with the customer and cannot be returned to the courier. No exceptions.

Please ensure all access requirements are met before placing your order.

4. Delivery Checks & Acceptance

Upon delivery, you must:

● Verify that you have received the correct number of parts before signing the delivery note.
● Check the package labels on each piece of the product, which indicate how many parts should be received (e.g., 1 of 4). Count the parts and ensure the total matches the package labels before signing the delivery sheet.
● Respond to the text message or email sent by the delivery company and confirm the number of parts included in your delivery.
● Ask the delivery driver how many parts are to be delivered and count them upon arrival.
● Confirm your name appears on the packing label and that you are receiving the correct product before signing the delivery sheet.
● Inspect the external packaging for visible damage. If there is external damage, refuse the delivery and notify us immediately.
● If you do not receive the correct number of parts, email the delivery company (contact details provided in the delivery notification email) or contact us at sales@evolutionfires.com.

Please notify us within 48 hours of delivery if you identify any internal damage or missing parts. Failure to do so may limit our ability to resolve the issue. Before installation, fully check all parts for damage, as we will not be liable for any claims once the product has been installed.

At Evolution Fires, we take great care to ensure every order is delivered correctly and in perfect condition. As such, refusal of delivery is not permitted without prior authorisation from our customer service team.

If a customer believes there is an issue with the delivery (e.g. incorrect item, visible damage), they must first contact Evolution Fires directly to report the issue. A reason for the refusal must be clearly stated, along with supporting evidence where applicable (e.g. photos, order reference). Once our team has reviewed and confirmed the issue, we will arrange a suitable collection date.

Refusals made without prior confirmation from Evolution Fires may result in additional delivery or handling charges.

If the product is in correct condition upon inspection, the original delivery will be deemed valid and a re-delivery will be scheduled at a separate date and time, subject to availability.

As we supply custom-built products, these items fall outside standard return policies and require careful coordination for any return or redelivery.

Please note:

We reserve the right to charge for failed deliveries or unauthorised refusals.

5. Installation Liability & Advisory Notice

Customers must inspect all parts thoroughly before installation. Once installed, we accept no liability for any damage, defects, or missing components.

Strict Inspection Policy:

  • It is the customer’s sole responsibility to conduct all necessary checks before installation begins.
  • We will not accept claims for defects, damage, or missing parts after installation.
  • At Evolution Fires, we strive to accommodate bespoke requests and tailor our products to meet your specific needs. Please note the following regarding custom orders:
    When a custom design is requested and confirmed by the customer, certain features or components that are typically included in the standard version may be modified or excluded if they are not compatible with the revised specifications.
    This may include, but is not limited to, decorative elements such as side lights, trim pieces, or shelving components. Our design team will always aim to advise on any known compatibility limitations during the confirmation stage, but final compatibility may be affected by the custom dimensions or alterations requested.
    By approving a custom order, the customer acknowledges and accepts these potential exclusions or modifications.

Important Notice on Installations:

  • Do not book tradespeople or installers until the product has been delivered in full and fully inspected.
  • Any costs incurred due to premature installation bookings will not be reimbursed under any circumstances.

By placing an order, you acknowledge and agree to these terms

6. Third-Party Carriers

If a customer or a third-party carrier collects or transports an item from the original delivery address, Evolution Fires shall not be held responsible for any damage, loss, or deterioration of the product that occurs after the initial delivery has been completed. Once the product has been signed for and handed over to a third party, any claims for damage must be directed to the respective carrier, as Evolution Fires will have no further liability.

Courier & Delivery Policy

We work with trusted third-party courier services to ensure your order reaches you in a safe and timely manner. While we coordinate closely with these partners, please be advised:

Once your order is dispatched, delivery schedules, routes, and driver conduct are managed solely by the courier company and are outside of our direct control.

We aim to provide accurate delivery windows based on information from the courier; however, delays or changes may occur due to traffic, vehicle loading, or unforeseen operational factors.

Should any issues arise during delivery, we are happy to assist in liaising with the courier on your behalf, but we cannot guarantee or accept liability for their performance or timing.

We strongly recommend that customers carefully inspect the item before arranging for third-party transportation. If damage occurs during third-party transit, customers must seek resolution directly with the carrier used. Evolution Fires will not process refunds, replacements, or claims for damage occurring due to customer-handled transport.

7. Refunds & Returns

If you refuse delivery due to visible external damage, you will be entitled to a replacement or refund. If an item is faulty or damaged upon opening, please contact us within 48 hours of receipt. Returns and refunds are subject to our Returns/Cancellations Policy, which complies with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

8. Contact Information

For delivery-related queries, please contact our team at sales@evolutionfires.com.
This policy does not affect your statutory rights.