Terms & Conditions
Before You Buy
Do Not book your builder / Installation Engineer until the goods are onsite as some deliveries do go wrong and we will not compensate for your builders / Installation Engineer's time.
Your Payment
All on-line Payments are processed through our hosts and NatWest secure servers..... N.C.S doesn't have access or can we retain any details of your credit card information.
We accept payment for goods over the phone from 9am to 5pm Monday to Friday:
Your Delivery
We operate a 1 - 2 day delivery service to all UK Mainland Addresses, Deliveries to Scotland are normally dispatched on a 3 day service, and this is due to Courier restrictions.
Please open and inspect all items as soon as possible after delivery. ANY DAMAGES ITEMS MUST BE REPORTED TO NATIONAL CHIMNEY SUPPLIES WITHIN 24 HOURS OF RECIEPT OF GOODS on 01143583399 as we only have 24 hours to make a claim against the courier.
Please ensure there will be someone available at the delivery address to check the items when they arrive. Night Freight allow us 12 hours to make any claim for damaged goods, Please check your items are in good condition before Signing for them, once the delivery has been signed for in good condition no claims can be made with Night Freight for damages in transit. Deliveries can be left by prior arrangement of the customer but no responsibility can be taken by us for any damages if the customer has requested this.
Direct Delivery
Our Courier will make your delivery between 8am and 6pm, so unless the Before Noon option is chosen when completing your checkout we cannot guarantee a delivery time. However, if your order has not arrived by 2pm on the delivery day please contact us and we can obtain a guide time from our Courier.
Returns/Cancellations & Replacements
Our Courier operates a 24 hour service to England, Wales and parts of Scotland. If you wish to check the delivery service we can offer to your area please feel free to contact us with your postcode and we will let you know.
Please Note: We cannot send items outside of the UK.
Returns, Cancellations and Replacements.
We will happily receive returned goods that have been over-ordered or ordered by mistake, please note we will pass any return courier costs onto the customer for this. Please contact us if this is required and we will inform you of the costs.
Should you wish to cancel an order placed with us please let us know ASAP by telephone (you will find the number on the Contact us page) Cancelling orders normally incurs no cost unless products have been specially produced for you order. We will advise you of this on cancellation.
Please note that replacement items can only be sent FOC if the delivery has been signed for as damaged. Other than this any replacements and delivery cost will need to be met by the customer.
Distance Selling Regulations
Orders may be cancelled within 7 working days without giving a reason. The customer is responsible for all charges incurred returning goods, which will differ from that of the delivery charge. All other monies paid will be refunded within 30 days, The 7 day cancellation period will commence on the day following the customer receives their order. Goods must be returned in the same condition as delivered, therefore protection should not be removed and goods not cut or drilled or in poor condition. Boxed items must be returned complete, after 7 days a 25% handling charge will be applied to all returned goods.
Cut to measure and Special Manufactured goods are excluded from this clauses and are not returnable.
National Chimney Supplies
Unit 13
Fieldhouse Way Industrial Estate
Sheffield
S4 7SF
Before You Buy
Please do not schedule your builder or installation engineer until your goods have arrived. Occasionally deliveries may be delayed or encounter issues, and we cannot compensate for any associated labour costs.
Shipping & Delivery Information
All orders placed before 2:00pm on a working day qualify for Next Day Delivery within the UK mainland (subject to stock availability).
We aim to dispatch all orders the next working day using our couriers, unless you’ve selected a premium delivery option at checkout.
Please make sure someone is available at the delivery address on the expected delivery day to receive and inspect the goods. Check the outer packaging while the driver is present, and if there’s any visible damage or concern, sign for the goods as “damaged.”
Once you receive your order, please open and check all items as soon as possible. Any damages or missing items must be reported within 24 hours of delivery.
If you’ve requested for goods to be left in a safe place, please note that we cannot accept responsibility for any loss or damage once the parcel has been left.
Please Note: All stove and pallet deliveries are curb side deliveries only
⚠️ Important: Please do not arrange builders or installers until you’ve received and checked your order in full. We cannot cover any costs related to missed or delayed installations.
We’ll only collect and replace items if they are damaged, faulty, or if the incorrect product was sent.
Occasionally, a manufacturer may substitute an item due to stock availability. Any substitute will always be of equal or better quality and value.
Delivery Times
Deliveries take place between 8:00am and 6:00pm.
If your order hasn’t arrived by 2:00pm on the expected delivery date, contact us and we’ll check with the courier for an estimated arrival time.
Delivery charges are automatically calculated based on your postcode and order value — larger orders may qualify for reduced delivery costs.
Please note that we currently deliver only within the UK and Ireland.
If you need to change your delivery address after your order has been dispatched, an administration fee of £10.00 will apply.
Please Note: We cannot send items outside of the UK.
Missed Deliveries
If the courier attempts delivery and you’re unavailable, they’ll usually try again the next working day. After two unsuccessful attempts, extra delivery fees may apply and must be paid before a new delivery is arranged.
If we or the courier do not hear from you within three days after a failed delivery, the goods may be returned to our warehouse. Orders returned this way will incur a handling fee, which will be deducted from any refund issued.
Couriers may sometimes leave your parcel with a neighbour unless you request otherwise — please let us know at checkout if you do not want this option.
Privacy & Security
We respect your privacy and take protecting your personal information seriously. Your name, address, payment details, and contact information are stored securely and used only to process and manage your order.
When you share your details with us, you’re trusting us to handle them responsibly — and we do. We will never sell or share your information with third parties unless required by law or to fulfil your order (for example, with couriers or payment providers).
Returns, Cancellations & Replacements
We are happy to accept returns on any goods as long as they are in original packaging, unused, and in resellable condition.
Please note:
Bespoke items and flexible flue liners (cut to specific lengths) cannot be returned.
Kits or packs must be returned as complete sets — individual parts cannot be refunded.
Returns received within 14 days of delivery will not incur a restocking fee. Returns made after 14 days will be subject to the following charges:
Between 14–29 days after delivery: 15% restocking fee
30 days or more after delivery: 25% restocking fee
Return Requirements:
A completed returns form (available on our website or by email) must be included.
Items must be sent to the returns address listed on the form — not to our trading address.
Returns are sent at the customer’s expense.
Include full contact details to avoid processing delays.
If goods arrive damaged, we’ll notify you so that you can raise a claim with your courier.
We recommend using a tracked and insured delivery service, as we cannot refund items lost or damaged in transit.
Cancellations:
Orders can be cancelled before dispatch by phone or email.
If your order has already been sent and you refuse delivery, a £25.00 + VAT fee will apply to cover costs.
Additional delivery fees may apply for customers in certain regions.
Payment, Pricing & Promotions
Payments made through our website are processed via our secure payment processors, ensuring your card details remain safe. We do not store or retain any payment information.
If you prefer not to pay online, you can email your order to us and we’ll contact you to arrange payment by phone.
All transactions will appear on your bank or card statement as National Chimney Supplies.
Prices shown include VAT (at the current rate) and delivery charges, unless stated otherwise.
Viewing Your Orders
(Online Orders Only)
To view the status of your online orders, simply log in to My Account at the top of any page.
From there, select Order History or Invoice History to view details, including order status and past purchases.
Please note that this feature applies only to orders placed online through our website.
Updating Account Information
You can update your details anytime by visiting My Account.
To change your password: select Personal Information.
To edit your billing or shipping address: go to Address Book on the left-hand menu.
Distance Selling Regulations
Orders may be cancelled within 7 working days without giving a reason. The customer is responsible for all charges incurred returning goods, which will differ from that of the delivery charge. All other monies paid will be refunded within 30 days, The 7 day cancellation period will commence on the day following the customer receives their order. Goods must be returned in the same condition as delivered, therefore protection should not be removed and goods not cut or drilled or in poor condition. Boxed items must be returned complete, after 7 days a 25% handling charge will be applied to all returned goods.
Cut to measure and Special Manufactured goods are excluded from this clauses and are not returnable.
National Chimney Supplies
Unit 13
Fieldhouse Way Industrial Estate
Sheffield
S4 7SF