Delivery Information

IMPORTANT – PLEASE READ

We are committed to trying to give you the best service possible when delivering you your Chesneys Outdoor Stove, however it is important to note that we have a small number of conditions that we need you to adhere to, to avoid incurring extra charges

If you miss the delivery date you have agreed with Swiftcare, our delivery partners, you will be recharged for the re-delivery. The re-delivery fee will have to be collected by Chesneys before a re-delivery date can be agreed with Swiftcare.

PLEASE INFORM US OF YOUR LOCATION DETAILS. This is one of the most crucial factors when conducting a delivery. Some location details that are explained below can incur additional costs. This information is instrumental in Chesneys and Swiftcare being able to deliver your product to the quality you’d expect from us. Therefore, seriously hindering our ability to do this if your location information is withheld.

Collection —————————————————————–

Collection from our warehouse is only possible for large items which have been prepaid. Customer Services must be contacted to arrange a collection date and time. Your vehicle will need to be able to accommodate a pallet and have barn door type doors which allow the items to be loaded with a fork lift. Collections can be made between 09:00 – 16:00 Monday to Friday
(excl. Bank Holidays).

Assembly and disposal of packaging will be the purchaser’s responsibility.

Please note that Chesney’s cannot be held responsible for any damage caused to the vehicle during the loading process or any damage sustained by the goods in transit.

Please click here to read the Chesneys Collection Policy document.

Pallet Delivery Service Explained —————————————————————–

This is a Kerbside/Pallet Delivery type. This delivery type consists of your unit being delivered on a pallet to your property. This delivery method does not include assembly and disposal of packaging, this is the responsibility of the purchaser.

Before choosing this delivery service, please consider the terrain of your property and the surrounding access routes. For pallet delivery a flat surface is needed. Steep slopes, loose and uneven terrain make delivery impossible. If these descriptions apply to you, please contact us before purchase so a potential remedy can be discussed.

Please be aware due to the nature of the pallet network, Chesneys will not be able to confirm a specific delivery date. We will confirm for you the date of dispatch from our Distribution Centre – your order will typically be fulfilled 2-3 working days following this date but this could be longer during busier periods.

DO NOT SIGN FOR A DELIVERY BEFORE CHECKING THE PRODUCT – If you Sign the delivery receipt without noticing any kind of damage, you are legally affirming that the goods you have just received are in perfect condition. This action then hinders your ability to prove that the goods received were damaged before being delivered to you. Gifting a clean delivery receipt.

Cancellations will incur additional charges.

White Glove Premium Delivery Service Explained – £175 + VAT – £330 + VAT —————————————————————–

We at Chesneys strongly recommend this delivery choice. When buying a Chesneys ‘Unit’ you are buying premium quality. Therefore, you should have a premium service to go with it.

The White Glove service consists of: Swiftcare (Our Logistics Partner) getting in touch with you, this is to discuss the positioning of the appliance and to book a delivery date. This will occur approximately 24-48 hours after ordering. After this you will be assigned a contact from Swiftcare. This will be

someone you can liaise with and ask about any issues or queries you have regarding the order. Then on the day of delivery, 1 hour prior to delivery you will be contacted, this is signal dependant, so please let us know if you think this may be an issue. Once the two-man team has arrived they will subsequently unpack and assemble your product in the pre-agreed area. A short demonstration in how to use the product will also be conducted. After this all packaging will be removed and the serial number will be provided. This is for any future reference so keep it safe.

White Glove Additional Important Information —————————————————————– 

If this delivery date cannot be fulfilled your next delivery date could be then 1-3 weeks later. Specific date and times of delivery are not standard delivery practise and if taken will incur an added charge that will have to be paid before delivery can be confirmed.

Additional Charges —————————————————————–

Additional delivery charges are rare, some locations (Typically Rural) are hard to reach. In these cases, standard delivery measures are not up to the task, for example the standard vehicle size may be too big for your road therefore incurring the employment of a smaller vehicle to complete this order. These charges are in addition to the first delivery price, if these charges apply to you, you will receive a call to discuss this beforehand. These are the specified points from the technical team at Swiftcare that will incur additional charges:

1) Access for vehicles

Our largest vehicle is around the same size as a coach. We would need to be advised if this size vehicle could not park out on the road. The smallest vehicle we have in our fleet is the size of a standard dustbin lorry. Please note, if this size vehicle would still be unable to gain access to your property, then additional charges may be required to arrange a dedicated smaller vehicle.

2) Steps / Stairs / Tight Turns

Please note additional charges may be required to arrange additional resource if access to the property has more than three standard size steps or tight landings / turns to manoeuvre around (subject to the model).

3) Uneven / Sloped Flooring

Please note due to the weight, we will need to be advised if the outdoor stove needs to be taken over any uneven / soft ground as we would need to assess this or arrange to bring specific equipment. For example – Grass, gravel, mud / anything surface that is not solid or level. This applies to sloping ground also.

Before ordering from an offshore island, please contact us. These areas need a special agreement to be delivered too. Offshore Islands include:

• Isle of Wight 
• Isle of Mann 
• Scottish Highlands 
• The Channel Islands  

Lead Time –———————————————————————— 

London + Home Counties – 5 Working Days

England + Wales – 5-7 Working Days

Scotland Central – 10 Working Days

Scottish Highlands – 15 Working Days

Offshore Islands – By Arrangement

DO NOT SIGN FOR A DELIVERY BEFORE CHECKING THE PRODUCT – If you Sign the delivery receipt without noticing any kind of damage, you are legally affirming that the goods you have just received are in perfect condition. This action then hinders your ability to prove that the goods received were damaged before being delivered to you. Gifting a clean delivery receipt.

If you cancel your delivery within 48hrs of an agreed time slot, you will be subject to additional charges.

FAQs ————————————————————————————————————————

DETAILED INFORMATION IS AVAILABLE IN THE USER GUIDE.

Can the units be easily moved?

No. The HEAT XL is a large and heavy appliance and although it has wheels, moving the appliance can only be easily achieved on a firm, flat, and even surface.

With our older models, an optional accessories trolley is available to purchase. Never use the side tables to manoeuvre the unit in any way. Moving the appliance without the employment of the trolley may result in damage to the levelling feet. From 2019, all models are fitted with four castors on the gourmet range and two rear wheels on the Clean Burn and Heat & Grill.

Do you need to conduct a Physical site survey?

Physical site surveys are exceedingly rare, they are not needed in usual practise. Our professional logistical partners are experts in delivering these products and the experienced office team will conduct a site access assessment when they call you after receiving your order. Should a physical site survey be needed a charge of £90 to £149.40 is applicable and may result in extra charges to deliver the unit in a safe and professional way. In accordance with health and safety laws.

Can I use the unit in a Coastal Area?

Units located 10miles/16 kilometres off the coast are subject to increased moisture and salt levels. Therefore, more frequent maintenance will be required. For more information on our Warranty policies, you will be able to find our policies on our website.

Can I use this unit inside or under a canopy?

No, you cannot use the units inside a dwelling, gazebo, canopy or any enclosed space where the chimney exhausts into.

Can Units stand on grass?

The base on which the unit stands must be firm and level. Standing on grass that can be moist and possibly uneven is not recommended. If standing on a suitable grassed area, please take care when refuelling as hot ash may fall out of the door and burn the grass.

Can I extend the chimney?

Additional chimney lengths are available to purchase, you can purchase a single 1m length or an extension kit which incorporates a baffle for slow roasting control. Bend kits are also available to offset the chimney.

What is the distance the units can be to a wooden fence?

As the units are designed to radiate heat, we would recommend a minimum safe distance to any combustible material to be at least 200mm.

Can I leave the unit outside?

The unit is finished using a weatherproof paint; However, we would always recommend that when the unit is not in use the weatherproof cover is utilised. This is for further protection against the

elements. Never use the cover when the unit is hot. If you are using the wooden shelves, then these should be removed and kept dry when not in use. As an outdoor product, these units will be exposed to the sun, rain, wind and other weather elements. It is expected that maintenance will be needed to preserve the appearance and operation of the appliance. Wear and tear including cosmetic corrosion such as surface damage can be remedied with maintenance and does not detract from the operation of the product.