Isokern DM Pumice Square Support Block

Collection Information

We offer free Click & Collect on all orders from our Reading,
Berkshire showroom and warehouse at RG7 2PQ.

Please select “Click & Collect: Berkshire Showroom (RG7 2PQ)”
at checkout to reserve your item for collection.

If the Add to Basket button is not available, please call
0118 970 1717
or email
info@bonfire.co.uk
and our team can assist with placing your order.

Please do not travel to collect your order until we have confirmed that your goods
are ready. We recommend contacting us in advance to confirm stock availability,
collection times and any loading requirements.

Please ensure you arrive in a suitable vehicle for the size and weight of the goods
being collected. Our team can assist with loading where safe and practical, but the
customer is responsible for ensuring the goods are safely secured for transport.

View our showroom information

Delivery Information

We offer a combination of standard parcel delivery and
dedicated direct delivery, depending on the products ordered
and your delivery location.

Smaller products that are suitable for parcel delivery can be sent throughout our
available UK delivery areas.

Large, heavy or fragile products such as fireplaces, hearths, stone surrounds and
larger fires normally require our dedicated delivery service.

Delivery options and charges are calculated at checkout based on your
postcode, order value and the products in your basket.

Free Dedicated Delivery

• Free dedicated delivery over £500 within 25 miles.
• Free dedicated delivery over £1,000 from 25–50 miles.
• Free dedicated delivery over £1,000 to London.
• Free dedicated delivery over £1,000 from 50–100 miles.
• Free dedicated delivery over £2,000 from 100–150 miles.
• 150+ miles: tailored dedicated delivery quotation required.

Free dedicated delivery applies to our standard
one-person Essential Dedicated Delivery – Customer Unloads
service unless stated otherwise.

For locations over 150 miles away, we can often still arrange delivery.
Please contact us for a tailored quotation. Depending on the order value and
delivery requirements, we may be able to reduce or absorb part or all of the
delivery cost.

Standard Parcel Delivery

Standard parcel delivery is available throughout our UK delivery areas on eligible products.

This service is intended for smaller items such as selected accessories, spare parts,
paints and other products suitable for a parcel carrier.

If your order contains large, heavy or fragile products that are not suitable for parcel
delivery, the parcel option will not be available and an appropriate dedicated delivery
or tailored quotation will be required.

Dedicated Delivery Service

Where possible, we use a dedicated direct delivery service rather than
a general pallet network for larger and more fragile products.

This reduces unnecessary handling during transit and is particularly beneficial for
fireplaces, hearths, natural stone, marble, slate and other fragile goods.

Unless an upgraded delivery service has been specifically quoted and agreed, our standard
dedicated service is a one-person delivery service and the customer is
responsible for safely unloading the goods from the vehicle.

What Our Free Dedicated Delivery Includes

Unless otherwise agreed in writing, free dedicated delivery is normally made using a
suitable small van or Sprinter-style vehicle.

This means:

• the goods are delivered to your address or the nearest safely accessible delivery point;
• delivery is made by one driver;
• the receiver is responsible for safely unloading the goods from the vehicle;
• the driver may assist where safe and practical, but this cannot be guaranteed;
• delivery does not include carrying goods into the property;
• tail-lift delivery is not included;
• two-person delivery is not included;
• white-glove delivery is not included;
• unpacking, internal placement and installation are not included.

For heavy, bulky or fragile products, please make sure suitable unloading assistance
is available when your delivery arrives.

Tail-Lift, Two-Person & Bespoke Delivery

Additional delivery services may be available at extra cost depending on the product,
location and access requirements.

Please contact us before dispatch if you require:

• tail-lift delivery;
• additional unloading assistance;
• two-person delivery;
• delivery onto a driveway or into a garage;
• white-glove delivery;
• internal placement;
• restricted-access delivery;
• timed delivery;
• delivery to a building site or commercial address.

Please call
0118 970 1717
or email
info@bonfire.co.uk
for a tailored quotation.

Delivery Timescales

For stock products, delivery may often be available within approximately
2–3 working days, depending on the product, delivery method
and vehicle availability.

Some products will take longer, particularly where they are:

• made to order;
• bespoke;
• supplier stocked;
• awaiting manufacturer availability;
• subject to a stated lead time.

Once your order has been placed, we will keep you informed of the estimated delivery
timeframe and advise you of any known delays.

Please do not book installers, fitters or other tradespeople until your goods
have been delivered and checked, as unexpected supplier or transport delays
can occasionally occur.

Access Requirements

Please tell us before dispatch if there are any delivery access restrictions, including:

• narrow lanes;
• steep or gravel driveways;
• low bridges;
• parking restrictions;
• steps;
• restricted turning space;
• weight restrictions;
• controlled access;
• difficult access for vans or lorries.

The driver will deliver to the nearest safe and reasonably accessible point.

For health, safety and insurance reasons, our standard delivery service does not include
moving heavy goods inside your home unless an appropriate upgraded service has been
specifically agreed in advance.

Checking Goods on Delivery

Please inspect your goods as soon as possible when they arrive.

Where practical, check the condition of the goods while the driver is present and note
any visible damage on the delivery documentation.

If there is visible transport damage, please take photographs and notify us as soon as
possible, ideally within 48 hours of delivery, so that we can investigate promptly.

If you are unavailable at an agreed dedicated delivery time, a re-delivery charge may apply.

Nothing in these delivery terms affects your statutory consumer rights.

Delivery Coverage

We currently sell and deliver within our available United Kingdom delivery areas only.

We do not currently deliver to the Isle of Wight or addresses outside
the United Kingdom.

Dedicated delivery is available through our standard delivery zones up to approximately
150 miles from our Reading showroom.

For locations over 150 miles away, a tailored dedicated delivery quotation
is required.

Standard parcel delivery remains available throughout our UK delivery areas where the
products ordered are eligible for parcel delivery.

For delivery questions or a tailored quotation, please call
0118 970 1717
or email
info@bonfire.co.uk.

Learn more about our delivery information

Returns & Exchange Information

We offer a 14-day return period on eligible products where applicable.

Return requests should be made within 14 days of receiving your order. Unless the goods
are faulty, damaged or otherwise covered by your statutory rights, the customer is
responsible for the cost of returning the goods.

Returned goods should be unused, in their original condition and, where reasonably possible,
in their original packaging.

Non-Returnable & Special-Order Items

Certain products may not be eligible for change-of-mind returns, including:

• bespoke products;
• made-to-order products;
• personalised or specially manufactured items;
• certain special-order products;
• products that have been installed, used, altered or modified where a return is no longer possible.

Specific return conditions may also apply to certain flue, chimney and other specialist components.

Please check the product information and our full Returns & Exchange Policy before ordering
if you are unsure.

Any damaged goods should be reported to us as soon as possible, ideally within
48 hours of delivery, together with photographs where available.
This allows us to investigate transport damage promptly and does not affect your statutory rights.

Where applicable and permitted under our returns policy, a
restocking charge of up to 30% may apply to certain returned or exchanged
products that need to be returned to a manufacturer or supplier.

Learn more about our Returns & Exchange Policy