Shipping policy

Last Updated: 10 July 2026

Order Processing, Payment & Confirmation

When you place an order with LUXERGY, your payment card is 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 the item is available for immediate dispatch, we process your payment and prepare your order for shipment straight away.

In the rare event an item is on backorder or unavailable, we 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, reliable delivery.

  • 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 are sent as soon as your order has been dispatched.

How Your Order Is Delivered

Different products in our range are delivered in different ways depending on their size, value and supplier.

Parcel deliveries — smaller items and accessories

Delivered by a standard parcel courier. A signature or someone to receive the parcel may be required depending on the item and courier.

Pallet deliveries — larger fireplaces from our warehouse network

Most freestanding, built-in and wall-mounted fireplaces are delivered on a pallet by our freight partner due to their size and weight.

  • Delivery is kerbside only — the 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 your responsibility.

Direct supplier delivery — Smart Fire and Neverdark bespoke fireplaces

Smart Fire and Neverdark products are made to order and delivered by the supplier's own logistics team from their London warehouse, not by a courier or pallet network. This ensures these bespoke products are handled by specialists throughout transit. Delivery is quoted individually based on postcode and site access, and confirmed at the order stage.

Delivery Areas and Fees

UK Mainland

£29 flat rate delivery on all orders (both parcel and pallet). Free on orders over £500. This applies to products from our ScandiFlames, Foco, Cocoon, Icon, Heation and Muztag ranges. Smart Fire and Neverdark products are excluded — see below.

Scottish Highlands and rural areas

Delivery to Scottish Highland postcodes and some rural areas is available on request. Additional charges apply and are not included in the £29 / free over £500 UK Mainland offer. Please contact us at info@luxergyheating.co.uk before placing your order for a delivery quote.

Areas we do not currently deliver to

Northern Ireland, the Isle of Man, the Channel Islands, and the Scottish offshore islands (Orkney, Shetland and the Western Isles). If you are located in one of these areas and would like to discuss a bespoke arrangement, please contact us — but we cannot guarantee delivery.

Smart Fire and Neverdark products

Delivery is arranged directly by the supplier and quoted individually based on postcode and site access. The £29 / free over £500 UK Mainland offer does not apply. Please contact us before ordering for a delivery quote.

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 and direct supplier deliveries:

  • 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:

  • 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 for processing courier claims and ensuring a fast resolution.