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Order Confirmation: As soon as you place your order, we will pre-authorise your card; however, your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed, we will process the payment, and your order will be dispatched straight away. If there is any delay, such as an item on backorder, we will void the pre-authorisation and contact you to let you know.

Order Delivery: Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card, and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at Info@pureflames.co.uk so that we can help.

(Icon Fires can take up to 6 week delivery due to warehousing. For all others. The delivery lead time is 3-5 business days if the products are
in stock in the UK warehouse and 5 - 15 business days if they are in stock in the EU warehouse.)

Damages: We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to Info@pureflames.co.uk so that we can open an insurance claim on your behalf.

Cancellations & Refunds: Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method used to place the order.