Delivery & Shipping


At Heatstone Homes, we work closely with trusted UK brands and manufacturers to deliver premium bathroom and heating products directly to your door.

We kindly ask that you read this delivery policy carefully before placing an order, as it outlines important information regarding dispatch times, delivery methods, and access requirements. If you have any questions or require clarification at any stage, our team is always happy to help.

 

Order Confirmation & Processing:

Once you place your order, we will pre-authorise your card, meaning the funds are reserved but not charged immediately.
We then contact our supplier to confirm that the item is available for dispatch.
 Once availability is confirmed, payment is processed and your order is prepared for dispatch.
If an item is unavailable or on backorder, we will void the pre-authorisation and contact you to discuss next steps.

 

Delivery Costs:

We aim to provide transparent and straightforward delivery charges based on your order value:

    Delivery To Mainland UK

    • Orders £0.01 – £99.99: £11.99
    • Orders £100 – £498.99: £19.99
    • Orders £499 and over: Free Delivery

    Please note that delivery to Northern Ireland and some parts of Scotland may incur additional charges. We recommend contacting us before placing your order for an accurate delivery cost.

     

    Delivery Timeframes:

    • Standard delivery: Most products are delivered within 3–5 working days. Monday to Friday only, from dispatch
    • Order handling time: Orders are typically processed and dispatched within 1–2 working days. Orders placed before 2:00pm (UK time) on a working day will be processed from the same day where possible. Orders placed after 2:00pm will be processed on the next working day.
    • Transit time: 2–3 working days (Monday–Friday)
    • Northern Ireland & Scotland: Delivery may take 5–7 working days, Monday to Friday only, from dispatch.
    • Delivery timeframes can vary by brand and supplier
       👉 lead times are displayed on each product page under the relevant tabs

    Please note that deliveries are currently made on weekdays only (Monday to Friday) and do not include weekends or public holidays.

    Once your order has been dispatched, you will receive tracking details by email within 24 hours.

    If you have not received tracking information within 6 working days, please contact us at support@heatstonehomes.com so we can assist.

     

    Missed Delivery:

    If a delivery attempt is missed due to the customer being unavailable, incorrect delivery details, or access issues, the courier may reschedule delivery or return the item to the supplier. Any re-delivery, storage, or return fees incurred may be charged to the customer.

    For large items, someone must be available to accept delivery on the agreed date. If a delivery is missed, please contact Heatstone Homes as soon as possible so we can assist with rearranging delivery.

     

    Made-to-Order & Customisable Products

    Some items on our website are made-to-order or available on pre-order, which means they are not kept in stock and will only be manufactured once your order is placed. This applies to a range of products, including certain bathtubs, furniture, and items with bespoke finishes.

    Delivery times for these items may be longer than standard products and maybe up 12 weeks. Once production has started, lead times will apply, and you may be liable for full payment.

    We recommend confirming estimated delivery times before placing your order to ensure your project timelines are met.

     

    Third-Party Couriers & Delays:

    All deliveries are fulfilled by third-party courier services arranged by our suppliers.

    Heatstone Homes cannot be held liable for courier delays. Having Said that we strongly encourage customers to contact us directly if there are any delivery issues so we can liaise with the supplier or courier on your behalf.

     

    Large & Heavy Item Deliveries:

    Many of our products are large or heavy and are delivered via 'Curb Side' delivery.

    Please note:

    • Couriers will not carry items into the property
    • Delivery is typically to the front door or Curb Side only
    • We recommend two people are present to accept delivery
    • Installation services are not provided

    For flats or apartments:

    • Most couriers will deliver to a ground floor location only
    • Upper-floor delivery is usually not available

     

    Important Delivery Notes:

    • Please ensure access is clear on delivery day
    • Missed deliveries or failed access may incur re-delivery charges
    • Delivery dates are estimates and not guaranteed

    All delivery times provided are estimates and cannot be guaranteed. Once your order has been dispatched, tracking details will be shared so you can monitor progress, and we will keep you informed of any updates or delays where possible.

     

    Contact Information:

    If you have any questions about our products, orders, delivery, or returns, our customer support team is here to help.

    Email:
     📧 support@heatstonehomes.com
    Phone:
     📞 0161 710 4012

    Live Chat With Us

    Opening hours: 8am–8pm, every day.

     

    We aim to respond within 24 hours