Shipping policy


Order Processing, Payment & Confirmation

When you place an order with LUXERGY, your payment card will be pre-authorised, but not charged immediately. This allows us to reserve the item for you while we confirm stock availability with our warehouse network.

Once we have confirmed that your item is available for immediate dispatch, we will process your payment and prepare your order for shipment straight away.

In the rare event that an item is on backorder or unavailable, we will void the pre-authorisation and contact you promptly with an updated delivery timeframe or suitable alternatives.

You will receive an Order Confirmation as soon as your item has been scheduled for dispatch.

Dispatch Times

We work with both UK and EU distribution centres to ensure fast and reliable delivery.

Typical dispatch times:

  • 1–2 business days for items held in our UK warehouse
  • 1–3 weeks for items held in our EU warehouse

All delivery dates are estimates based on current stock information. Tracking details will be sent as soon as your order has been dispatched.

Delivery Methods

Parcel Deliveries (Smaller Items)

  • Delivered to your door, mailbox, or designated safe place.
  • No customer assistance required.

Pallet Deliveries (Large or Premium Items)

Many fireplaces and media wall units are delivered on a pallet due to their size and fragility.

  • Delivery is curbside only (nearest safe stopping point outside your property).
  • You may be asked to assist the driver.
  • Someone must be present to receive the delivery.
  • Packaging disposal is the customer's responsibility.

Delivery Fees

We currently offer free UK Mainland delivery on orders over £500.

For orders under this threshold, delivery fees are calculated at checkout based on item size, weight, and delivery location.

Missed Deliveries

If no one is available to receive a scheduled pallet delivery, the shipment may be returned to the depot and redelivery charges may apply.

Lost Deliveries

If you have received a shipping confirmation but your order has not arrived within 10 days, please contact us at info@luxergyheating.co.uk.

Damaged Deliveries

Please inspect all items carefully at the time of delivery.

Pallet Deliveries (Large/Heavy Items)

  • If there is visible damage, do not accept the delivery.
  • Ask the driver to record the damage on the delivery note.
  • Take clear photos of the damage before the pallet is returned.
  • Contact us immediately at info@luxergyheating.co.uk.

Parcel Deliveries (Smaller Items)

  • If your parcel arrives damaged, take clear photos of the packaging and item.
  • Contact us as soon as possible so we can assist.

Recording visible damage at the point of delivery is essential to process courier claims and ensure a fast resolution.