We're aware that some customers may experience 'split deliveries' from our couriers. This means that sometimes accessories or biofuel does not arrive at the same time as the biofire, but usually within 72 hours later, or indeed sometimes before the fireplace. We are doing all we can to eliminate this, but as couriers comtinue to be under a huge amount of pressure this year, it is unlikely to resolve soon.  If this happens to you, PLEASE allow 72hours to receive the missing items before contacting us, AND PLEASE ALWAYS INCLUDE YOUR ORDER NUMBER. We really appreciate your understanding at this time and apologise for any inconvenience.  

 

 

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.

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.  

We usually deliver in-stock items within 7 days of receiving an order, but often we can do this wihtin 3 days.  The product page of each item shows the most up to date expected number of days.  

 

For out of stock / back order items, the number of weeks indicated on the site is our latest estimate and may change at any time for reasons beyond our control. We cannot currently guarantee delivery dates due to a  combination of high demand,  and sometimes  last minute adjustmets that seaports  make beyond our control.  Please be assured that you can, of course, cancel any back-order item before they are shipped to you.  Just send us a request with your order number, and we'll get right on it.  

We're aware that some customers experience 'split deliveries' from our couriers. This means that sometimes accessories or biofuel does not arrive at the same time as the biofire, but usually within 72 hours later. We are doing all we can to eliminate this, but as couriers are currently under an unusual amount of pressure, we politely ask that if this happens to you, you allow 72 hours to receive the missing items before contacting us. We really appreciate your understanding at this time and apologise for any inconvenience.

After many years of successfully delivering all over Europe, 2021 has seen a large increase in rejections of attempted deliveries of our bio fires from UK to Europe, due mainly to the current confusion of what the process and paperwork must now involve. We are working hard to resolve the situation, and are seeking clarity from couriers, and relevant government departments, but there is still no clear way for us to continue as before. Regrettably for now we are not able to accept any European orders.

Sorry but we are currently unable to offer any weekend deliveries. For weekday deliveries, once your order ships, you will receive an email or text message from one of our couriers, with a planned 1 hour delivery slot. It will also explain how to change this time if not suitable for you. If you are not available when the couriers deliver, they will leave a card for you to re-arrange directly with them.  

 

We do indeed deliver to the Isle of Wight and Isle of Man, please select "Offshore 3-5 Working Days" It costs approximately £20

Yes! Very often too. Over the last few years, Northern Ireland has become a very popular destination for our Bioethanol fireplaces.  So we're pleased to say that we frequently deliver direct. As the shipping charges vary somewhat, depending on which biofire you are interested in, we just ask you to email us at support@imaginfires.com stating the model you are interested in, and if any accessories (fuel or pebbles) are required and we will get straight back to you with a quote for the delivery.