We aim to deliver our beautiful bioethanol fireplaces, suites, and fire baskets within 7 days of receiving your order, and in many cases, within 3 working days.  The product page shows the latest expected number of days before delivery, which is regulary checked with our couriers to ensure the information is as accurate as possible.  

How can I tell how long I'll need to wait for my biofire?

Look for the little van symbol above the "Add to Cart" button on our bioethanol fireplaces page This will confirm the expected waiting duration, but it could change for reasons beyond our control.

Of course, we'll always endeavour to get your order to you as soon as possible, so there's a chance we may be able to fulfil your order more quickly than stated. 

How will I be notified of my delivery?

Once your order ships, you will receive a text or email message from one of our couriers, (UK Mail/DHL/DX), notifying you of the intended day of delivery. The email message includes a link on how to change the delivery day if necessary (but not to weekends). The text message will include just the planned delivery day. Our couriers will attempt delvery twice before the item(s) are held in a depot awaiting your contact for redelivery.  

Why can't ImaginFires guarantee a delivery date?

While we will always do our very best to fulfill your order within the stated time, some items may take longer. This is due to a range of variables beyond our control, including changes in traffic conditions due to weather or courier staffing levels.  

We base our expected delivery dates on the latest information from our shipping partners and preffered couriers (usually DX) , and while we do all we can to fulfil those timescales, they're occasionally subject to change. 

We are currently unable to offer any weekend deliveries.

Will I receive all my items at the same time?

In the majority of cases, all items on your order will arrive together. However, during busy periods if you order a biofire and accessories such as logs, pebbles or biofuel, they do sometimes get deliberately separated by the courier, but then get delivered within 72 hours of the first item arriving.

Can I contact ImaginFires about my order?

Of course. If there's a delay on your order, if you have any questions about your order, or if you have aftercare questions about a completed order, don't hesitate to get in touch with us. 

When contacting us, please include your ORDER NUMBER — this is vital for processing your enquiry and will speed up our response.