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Hofeny Delivery Information

 

At Hofeny, we take pride in offering FREE delivery to all mainland UK postcodes. We understand that many large items often come with additional delivery charges, particularly for remote locations, so we’re pleased to provide this service at no extra cost.

However, due to our highly competitive pricing structure, we regret that we are unable to absorb delivery costs for certain areas. As a result, a delivery charge applies to the following locations: Northern Ireland, the Channel Islands, the Isle of Man, the Isle of Wight, and all other offshore islands. If your delivery address falls within one of these regions, we will contact you to confirm the additional cost. (We are currently updating our website to ensure delivery charges are calculated at checkout, so please bear with us while we implement this change.)

If you would like to use a UK mainland shipping agent to forward your order offshore, we can deliver to them free of charge. We recommend arranging this before placing your order and providing us with the agent’s name, delivery address, and reference number. We can suggest agents we have worked with in the past, but we cannot be held responsible for their pricing or service.

Delivery Times & Potential Delays

We aim to deliver your order on the selected date, as advised by either our Direct Delivery Partners or our In-House Team. However, as you may be aware, the delivery network – particularly for heavy goods – is currently experiencing increased pressure due to a shortage of drivers and other local factors. While we do everything we can to minimise delays, some circumstances are beyond our control. Rest assured, we will keep you updated and work with you to find the best possible solution.

Most gas and electric fires are dispatched via parcel couriers such as DPD, UPS, or TNT. While these couriers are generally unaffected by delivery van shortages, larger transfer vehicles may experience delays due to driver availability.

Estimated delivery dates and lead times are provided as a guide and are subject to change. We continuously update these times based on information from our suppliers. However, in some cases, suppliers may be unable to meet their estimated timeframes, for which we sincerely apologise. If an error occurs in our stated lead times, we will work swiftly to resolve it.

⚠️ Please do not book contractors, plumbers, or fitters until you have received your goods, as unexpected delays can occur.

Parcel Delivery – Key Points

  1. Free delivery to all mainland UK postcodes.
  2. Low-cost delivery to Northern Ireland, the Channel Islands, the Isle of Man, the Isle of Wight, and other offshore islands. Some products may not be eligible for delivery to these locations due to transportation restrictions or manufacturer warranty conditions – we will notify you as soon as possible if this applies to your order. Delivery times to these locations may be longer than those stated on our website.
  3. Most gas and electric fires are delivered directly from our suppliers via trusted parcel couriers.
  4. You will receive an order confirmation and subsequent delivery details from our in-house team once the supplier has confirmed your order. Please check your junk/spam folder if you do not receive a confirmation email. Once the supplier has dispatched your goods, they or their courier will contact you to arrange delivery. If you have any specific delivery restrictions (e.g., access codes), please let us or the supplier know in advance.
  5. Many couriers offer a text notification service, which provides an estimated delivery time on the morning of your delivery.
  6. Upon delivery, please inspect the goods for any visible damage and notify us immediately if there are any issues. If any damage is discovered after delivery, please report it within 48 hours, so we can log the issue with the supplier and arrange a resolution. Delays in reporting may limit our ability to assist.
  7. If your order is already in transit and you wish to cancel or amend it, the return process will be handled in accordance with our returns policy, and return costs may apply.

Pallet Delivery – Key Points

  1. Free one-man delivery to all mainland UK postcodes. (See points 8 & 9 if you are unavailable on the delivery date.)
  2. Low-cost delivery to Northern Ireland, the Channel Islands, the Isle of Man, the Isle of Wight, and other offshore islands. Some products may not be eligible for delivery due to transportation restrictions or manufacturer warranties – we will inform you if this applies. Delivery times to these locations may be longer than stated on our website.
  3. You will receive an order confirmation and delivery details once the supplier has confirmed your order. Please check your junk/spam folder if you do not receive a confirmation email.
  4. Pallet deliveries are handled by national pallet networks, arranged by us or our suppliers. Most vehicles used for delivery are equivalent in size to a fire engine and are equipped with a tail lift. If your property has restricted access (e.g., narrow lanes or height restrictions), please inform us in advance to avoid issues. If access is a concern, we recommend upgrading to a two-man delivery service, which uses smaller vans and can assist with carrying items inside. If delivery is unsuccessful due to access restrictions, a re-delivery fee may apply.
  5. Many pallet delivery services provide text notifications with estimated delivery times, typically updated on the morning of delivery. (Please note, not all depots offer this service, and estimated times are subject to change based on local conditions.)
  6. Pallet deliveries are kerbside only. Drivers use pallet trucks to move heavy goods (typically up to 1 metre wide). If your property has obstacles such as gravel, steps, or slopes, the driver may only be able to deliver to the nearest accessible point. Drivers cannot bring goods inside your home.
  7. You will be asked to sign for your goods upon delivery. Please check them carefully before signing. If any damage is noted, contact us immediately on 0161 826 1183 or email sales@hofeny.co.uk.
  8. If you are unable to be present for delivery and require the item to be left, please email us in advance with your consent. Please note that we cannot accept responsibility for any damage or loss if the item is left unattended.
  9. If you are not home on the scheduled delivery date, we will attempt to contact you. Drivers can only wait for approximately 5–10 minutes before proceeding with their route. If delivery is unsuccessful, a £40 re-delivery fee will apply.
  10. If your order is already in transit and you wish to cancel or amend it, the return process will be handled in accordance with our returns policy, and return costs may apply.

Ongoing Delivery Network Challenges

  1. The UK delivery network is currently facing nationwide driver shortages, particularly for larger vehicles. This industry-wide issue is affecting delivery schedules, especially towards the end of the year.
  2. While we work closely with our delivery partners to minimise disruption, delays are sometimes unavoidable. We cannot be held responsible for any costs incurred due to a missed delivery date.
  3. If we are aware of a delay affecting your order, we will notify you as soon as possible and work with you to resolve the issue.
  4. Certain postcodes are more affected than others. If your area is impacted, we will inform you in your delivery confirmation email.
  5. While parcel deliveries are largely unaffected, transfer vehicles for larger items may experience delays.

⚠️ We strongly advise that you do not book contractors, plumbers, or fitters until you have received your goods due to these ongoing challenges.

For any queries regarding our delivery services, please email sales@hofeny.co.uk.