Delivery policy

Last updated: 21 October 2026

Delivery comes down to a handful of numbers: what it costs, how long it takes, how long tracking can stay quiet, and how long you have to tell us when something isn't right. This policy is organised around those numbers, so you can find the one you need without reading the rest. It applies together with our Returns & Refunds Policy.

£0 — what delivery costs

We deliver to addresses in the United Kingdom only; we don't ship internationally and can't forward a parcel abroad after dispatch. Delivery is free on every order — no minimum spend, no surcharge at checkout and nothing to pay on the doorstep.

5 minutes — to change or cancel an order

Every confirmed order is passed to our fulfilment centre automatically and enters processing within minutes. That's why an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your products, variants, quantities and delivery address carefully before you confirm.

To cancel within the window, email support@warmfell.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that arrive after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the heater elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.

The processing time below is the time the fulfilment centre needs to prepare your parcel, not a period during which the order is on hold. If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy: returns are international shipments to our returns centre in the United States, at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see "1 address" below).

1–3 working days — processing

Processing — from your order being confirmed to the parcel leaving the fulfilment centre — takes 1–3 working days. Working days are Monday to Friday, excluding bank holidays; orders placed at the weekend or on a bank holiday enter processing on the next working day. During cold snaps, holiday periods, promotions and product launches, processing can take up to 2 additional working days. You'll receive a dispatch confirmation with your tracking number the moment the parcel leaves.

3–5 working days — in transit, 4–8 in total

Once dispatched, delivery takes an estimated 3–5 working days, so allow 4–8 working days in total from the order date. These are estimates based on carrier performance, not guaranteed dates: carrier delays, severe weather, bank holidays and customs inspections can add time, and standard delivery has no date selection. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — "10 working days" below explains what we do when a parcel is late or lost.

2–5 working days — before the first tracking scan

Allow 2–5 working days after the dispatch email for the first scan to appear: carriers often scan a parcel at the first sorting hub rather than at collection, and tracking can sit still for a day or two mid-route while the parcel moves between hubs. Neither means the parcel is lost. If tracking hasn't updated for 10 working days, contact us and we'll check with the carrier.

1 order, several parcels

Products are dispatched from the fulfilment centre that holds them, so an order with several products may be sent in separate parcels on different days, each with its own tracking number, at no extra charge. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.

1 address — and why it has to be right

Please make sure your delivery address is complete and correct — a missing flat number or a transposed postcode is the single most common reason a delivery goes astray — and add a phone number for the courier. Check your order confirmation straight away: address changes are only possible within the 5-minute window above, and once a parcel is with the carrier it can't be redirected.

Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a pickup point within the carrier's timeframe, are returned to the carrier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the fulfilment centre again we can re-ship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.

Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the carrier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.

10 working days — late or lost parcels

If tracking shows the parcel moving, give it a little more time. If tracking hasn't updated for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, contact us with your order number. We open the investigation with the carrier ourselves — you don't need to contact the courier — and it can take up to 10 working days to come back. If the carrier confirms the parcel is lost, we send you a replacement free of charge; a refund is only issued if a replacement is no longer available.

7 days — delivered but missing

Before writing to us, check the porch, side gate, bins, any safe place noted on the tracking, with neighbours, with anyone else in the household and with a building concierge or reception, and look at the carrier's proof of delivery — carriers sometimes scan a parcel shortly before the final handover. If it hasn't appeared, contact us within 7 days of the delivery scan so we can raise a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, the section below applies.

3 working days — damaged on arrival

Inspect the delivery when it arrives. If the outer carton is visibly damaged or the heater is damaged, keep all packaging and email us within 3 working days of delivery with your order number and photographs of the product, the outer carton and the shipping label — take them before the packaging goes in the bin. The photographs are what the carrier claim rests on; we're unable to accept claims without them or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, "If it arrived damaged, faulty or isn't what you ordered").

Shipping Protection — one optional add-on

Shipping Protection is an optional service you can add to your order at checkout, shown as its own line before you pay. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge, without you pursuing a carrier claim yourself.

The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later; the service has been provided by then. It is only refunded when an order is cancelled within the 5-minute window above.

VAT and duties — nothing added after checkout

All prices are shown in pounds sterling and include VAT where applicable. The total at checkout is the total you pay — no customs charges, import fees or delivery surcharges are added afterwards.

Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@warmfell.com