Shipping & Returns
Some items are in stock for immediate shipping, whereas other items ordered now will ship in around 6-8 weeks time – the more accurate shipping time will be clear on the products page where you click to add to cart. Shipping times may vary depending on your location to our East and West coast warehouses.
For orders placed now, for items shipping now, these are estimated to dispatch from our warehouses in approximately 5 working days (Mon-Fri).
You will receive a shipping confirmation once your order is ready to ship, and normally, your order will be with you after a further 1-5 days, depending on your location.
During this time of exceptionally high demand, delivery may take longer than 5 days.
If you have not received a tracking link via email for your order within 14 days of placing the order, please contact us and we’ll check the order’s status for you.
If after receiving your tracking link, you have not received your order within a further 14 days, please also contact us, as there may be issues in the shipping network within UPS.
Whatever happens, rest assured we will get you your Pingewood. Thank you for your patience.
Standard Shipping & Returns for non pre-order items
- FREE SHIPPING – We offer FREE shipping on all orders over £35** to all UK mainland.
- FAST SHIPPING – Once dispatched, our order will be with you within 1-5 days (depending on your location).
- FREE RETURNS – if you change your mind and the item is unused and in original packaging.
- GUARANTEE – if it doesn’t make a great fire – we’ll buy it back from you – see below for terms & conditions!
**Free shipping threshold excludes gift cards.
*** Delivery times may vary during holiday seasons and busy periods. If you have placed a pre-order, all items will be dispatched when the pre-order is ready to ship.
**** Important note on PO Boxes: We are unable to deliver any Pingewoods to PO Box addresses due to size and weight restrictions.
How do I initiate a return?
Reach out to us at support.pingewood.com. For us to accept a return, you must contact us first to authorise the return before sending. Include the following information to have your return processed as quickly as possible:
- • Your original order number
- • The condition of your item
- • The number of parcels that you would like to return and their dimensions (length, width, breadth and weight)
- • The reason for your return
When can I make a return?
You have until 30 days after the date of receipt of your goods to request a return.
Will there be a cost to my return?
If you are returning a Pingewood product, the shipping cost will be deducted from your refund. We will let you know when you contact support.
What do I do if I have used my Pingewood product and I want to return it?
We pride ourselves on our customer support and we will do everything that we can to ensure that you are satisfied with your order and experience. Check out our Guarantee as proof!
We are available via support.pingewood.com and are always happy to offer support, advice and tips for getting the best results from your Pingewood. You can additionally reach out using email firstname.lastname@example.org, however for the fastest response please use the link for direct support above.
How do I know where my order is?
You will receive a confirmation email when your order has been received successfully. We will send you a tracking link as soon as your order has been dispatched from our warehouse. Please note that tracking links may take up to 24 hours to display delivery details.
You can also check Your Account for further information.
Where do you ship to?
We ship to the UK mainland.
UK – Shipping will be calculated during check out, and is subject to import fees (payable by the customer).
If you wish to ship to a region outside of these areas, you can choose to use a freight forwarding service, however, please note that the Pingewood Warranty is only applicable to our shipping regions, and we accept no liability for losses or damages in transit via freight forwarders.
Where do you ship from?
We have warehouses in London – your order will be dispatched from the warehouse that is closest to you, in order to minimise your wait time and Pingewood’s carbon footprint.
Will I have to pay import taxes and customs?
If you’re in the UK – no, we are shipping to you from our UK warehouses!
Will my delivery arrive all in one parcel?
Your items may arrive in separate parcels.
For UPS shipments, you can track individual parcels by clicking on “Packages in this shipment” at the bottom of your tracking link.
If you have an inquiry about shipping, contact us at support.pingewood.com.
Can I have my order gift wrapped?
We don’t currently have gift wrapping available and Pingewood products ship with references to their contents on the box.
We know Pingewood makes such an awesome gift, our products are shipped without any pricing information in the box. As soon as your product is on its way, we’ll send you a tracking link so that you can intercept before your loved one gets a sneak peak at their gift!
Returns & Guarantee
At Pingewood, we know that when you get one of our outdoor fires, YOU will have a GREAT fire at home. Because that’s what our outdoor fires let you do.
So – if you buy a Pingewood and you have 30 days to return it for free or we will buy it back. For more information – click here: Pingewood Guarantee
New & Unused Products
If you’ve for some reason changed your mind on ordering, and you would like to return an unopened and unused Pingewood product, we make that as simple as possible for you!