We are currently experiencing a high demand for the stove and flue products and are working hard to keep to the estimated delivery timescales on our website, please bear this in mind when ordering.

Thank you for patience and understanding!

Q. Can I still order online?
Yes – you can still place orders through the snh website as normal.

Q. When will my order be delivered?
Your order should arrive as normal. We’ll also keep you updated via email when your order is processed and dispatched.

Q. I’ve already placed an order; will my delivery still go ahead?
Yes – deliveries are continuing as normal with no delays. If there is a problem, we will contact you by email or phone.

Q. Can I collect my order from your warehouse?
No – to keep our staff and customers as safe as possible, we have currently removed the ability to collect orders from our premises.

Q. Are all products still available?
Unfortunately not – we’re currently prioritising essentials, so you may notice that some products are unavailable. We’ll continue to monitor the situation and make a wider range of products available where we see fit.

Delivery Charges

Delivery charges are dependent on Area and the products you are ordering.

Local Deliveries

• Buy & Collect No Charge
• Min £1.99 To £9.99

Mainland England Deliveries

• Min £1.99 To £45.00

Scotland Deliveries – Southern Scotland Only

• Min £2.99 To £165.00

Unfortunately we do not deliver to Ireland, Aberdeen, Scottish Islands or the Ilse Of Wight.

In the event that your item is not in stock you will be contacted and asked if you are happy to wait or we will refund you in full within 48 hours.

Placing an order over the weekend  – All orders over the weekend will be processed Monday morning. All estimated delivery times quoted are in working days, please bear in mind that the delivery times are estimates only and during busy periods some estimated delivery times may take longer.

We will not be responsible for compensating you for any losses you may suffer due to late deliveries – PLEASE DO NOT BOOK AN ENGINEER/INSTALLER UNTIL AFTER YOU HAVE RECIEVED YOUR GOODS AND HAVE CHECKED THEM.

Please note that we reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box or in circumstances where the order has failed our card security checks. If this affects an order you place, we’ll notify you as soon as possible via email.

What To Expect

When you place your order with us you will receive an email confirmation with your personal order number.  You will then receive another email on despatch from our warehouse to inform you your order is with the couriers and will be with you within the next 24 to 48 hours.

SNH use Mike Beer, Salvatori, InExpress, DHL, Parcel Force, Royal Mail & APC courier companies.

If you are not there the courier company will card you, it is down to YOU to contact them to arrange a suitable day.  Please note we can not leave items with out a signature.

Pallet Deliveries:

Heavier items such as solid fuel stoves, shower trays and shower cubicles are delivered on a pallet via a haulage company. Please note the smallest size delivery vehicle is 7.5 tonnes.

Deliveries are between the hours 8.00am and 6.00 pm Monday to Friday. Unfortunately we are unable to give a specific time for the delivery, but if you have supplied a mobile telephone number with your order the haulage company will call you on the day an hour before delivery is due to take place.

Someone must be there to sign for and check the delivery.

Once delivery has been arranged and confirmed if no one is available to accept the delivery we reserve the right to charge a re-delivery fee of £30.00.
You have a 20 minute time frame for the driver to unload and for you to check the goods. (despite what the delivery driver may say.)

*Please make sure you check your delivery thoroughly before signing for it – if in doubt please sign for it as “not checked” as no claims for damage can be made if signed for in good condition. Thank you.*

We pay an insurance to the haulage company so that in the event a damage occurs we are all covered. If the goods are signed for in good condition and it turns out later after you have signed for in good condition that the goods are damaged; it voids the insurance. This is why you must check your delivery.

Please note if you require an am or pm delivery we can arrange this for you but there is an extra charge for this service. You will receive updates throughout your delivery process by email and we will telephone you to arrange a convenient delivery day. (Please note if you are Scotland or Highlands allow an extra 2 – 3 working days from the times quoted on the product page.)

Please note: There needs to be 2 able bodied persons on site to take the item into the property it is a kerbside delivery and the delivery driver is NOT insured to take the items inside for you and the driver does not take the pallet away.

Damages & Missing Parts:

If you find any damage or discover that parts are missing or incorrect after delivery, you must contact us within 24 hours. We will not accept liability for any claims for goods which are damaged, incorrect, shortage or with missing parts which are not notified within a reasonable time after the goods were delivered, We class a reasonable time as 24 hours. For damage claims we will require photographic evidence sending and a description of the damage by email.

We will not be responsible for compensating you for any losses you may suffer due to incorrect items sent, damaged items, missing or faulty goods once installation has commenced. All goods must be thoroughly checked by a responsible person within 24  hours of receipt after this period it will be deemed that you have accepted your goods in good condition with no missing parts.

If a part is missing or damaged will will endevour to get the missing/replacement item sent out as soon as possible. In the unlikely event that the product has a technical fault, we will on your behalf arrange for the manufacturer to contact you regarding a call out, the manufacturer will then send an engineer out if the product has already been installed, but SNH will NOT be liable for any extra costs this MAY incur.

When making a purchase from snh we specify that you check for damages and missing parts before you organise any fitting service so there would be no aditional charges to yourself from your fitter.

My Delivery Did Not Arrive What Happens Now?

In the unlikely event you were texted to confirm a delivery and it did not happen this is what is known as a direct loss, we will rearrange a convenient delivery day for you. If you have taken a day off to recieve your delivery you can’t claim compensation for the original no-show day as you haven’t technically lost out through this, because you were going to take that day off work anyway. So to avoid any extra costs to you by way of a consequential loss ie: you need take a SECOND day (or morning / hour) off for a new date, any second delivery attempt will be arranged for a day when you are not supposed to be at work. (This does not include weekends)

Delivery Charges Are As Follows:

• Standard items (companion sets, fireguards, taps and most showers) £2.90 to £6.99 per order
• Large/Heavy items (large fire basket, fireplaces, complete bathroom suites, shower cubical etc) £19.99 to £45.00 dependent on the area you live.

IMPORTANT – All items must be checked for damages within 24 hours of arrival, PLEASE ask the delivery driver to mark on his PDA hand held machine that the item is “unchecked”. ANY claims of damage on delivery will not be upheld if you sign for the goods that they are in “good condition” on arrival. The driver will be able to do this for you “UNCHECKED” .

For non signed for delivery, you must inform us with 48hours .

Delivery Timescale For Pallets

The delivery of pallets will take a little longer. Once we have sent your pallet, it can take up to 3 days to arrive. We will contact you by telephone to arrange a convenient delivery day for you, the delivery times are 8.00am to 6.00pm Monday to Friday. Please note that the pallet company are not allowed to remove the item off the pallet or take the goods inside your property.

Packing

Our packing team work very hard to keep your orders on time. You should expect from us:

• All items securely packed with bubble wrap, air bag system
• Boxes marked clearly if items are fragile or heavy
• Small items will be delivered in 5KG pouches or by post
• Invoice attached or inside the box for your order
• No rubbish stuffed in the packaging
• We use eco-friendly packing material inc the air bags.

From Order To Delivery

• Our team will do their best to dispatch your order as quickly as possible
• Print off orders and send to the packing dept
• Packing dept sort orders in dates, checks and packs your items in a professional manner
• Courier company collects all parcels
• Delivery company delivers on a next day service
• If any problems with the delivery or goods, we need to be notified no more than 24 hours after the delivery.