Can’t find the answer you need? Contact us — we’re here Monday–Friday, 9:00am–5:00pm (UK time), excluding bank holidays.
Delivery
How much does delivery cost?
Delivery is a flat £20 per order to UK mainland addresses, however many items you order.
How long will my order take to arrive?
We dispatch orders within 1–2 business days, and delivery takes 2–4 business days after dispatch, so most orders arrive within 3–6 business days. Orders placed after 2pm (UK time), at weekends or on bank holidays are processed the next business day.
Do you deliver to the Scottish Highlands, islands or Northern Ireland?
Yes, but delivery to these areas costs more. Please contact us for a quote before ordering, with the product you would like and your full postcode. We do not deliver outside the United Kingdom.
How do I track my order?
We email you tracking details when your order is dispatched. You can also check your order status on our Track Order page using your order number and billing email address.
Returns and refunds
Can I return a stove if I change my mind?
Yes. You can return items within 30 days of delivery if they are unused, uninstalled and in their original packaging with all parts. You pay the return shipping for change-of-mind returns. Email support@eravelle.uk with your order number to start a return.
What if my stove arrives damaged, faulty or wrong?
Please contact us within 48 hours of delivery with your order number and photos. We will pay for the return shipping and offer a replacement or full refund. Please don’t install or use a stove that appears damaged. This does not affect your statutory rights.
When will I get my refund?
Refunds are issued to your original payment method within 7 business days of us receiving and inspecting your return. The original delivery charge is refunded for damaged, faulty or wrong items, and when you cancel within the 14-day legal cancellation period. See our Refund & Returns Policy for full details.
Payment and prices
How can I pay?
We accept card payments through Stripe: Visa, Mastercard and American Express, plus Apple Pay and Google Pay where available. We never see or store your full card details.
Do your prices include VAT?
Our prices are the final price you pay for the product. No VAT is added because we are not VAT registered, so our invoices do not show VAT. Delivery is £20 per order to UK mainland addresses.
Is it safe to pay on your website?
Yes. Our website uses SSL encryption, and payments are processed securely by Stripe. Card details go directly to Stripe and are never stored on our website. Read our Payment Policy.
Stoves and installation
Do you install stoves?
No. We sell stoves but do not install them. You will need to arrange installation yourself.
Safety first: wood burning and multi-fuel stoves must be installed by a qualified installer (for example, a HETAS-registered installer) in line with UK Building Regulations Part J and the manufacturer’s instructions. A carbon monoxide alarm is required when a solid fuel stove is installed.
What does “EcoDesign Ready” mean?
Our stoves listed as EcoDesign Ready meet Ecodesign 2022 standards where stated by the manufacturer. Ecodesign 2022 sets limits on emissions and minimum efficiency for new solid fuel stoves. Please check each product’s details for the manufacturer’s information.
Can I use a stove in a Smoke Control Area?
Only if the stove is approved for use in Smoke Control Areas (often called “DEFRA exempt” or “smoke exempt”) and you burn permitted fuel. Check the product details and with your local council before ordering.
How do I choose the right size stove?
The right heat output depends on your room size, insulation and chimney or flue. A qualified installer can survey your home and recommend a suitable output. If you have questions about a particular model, contact us and we will share the manufacturer’s information.
Do stoves come with a warranty?
Many stoves come with a manufacturer’s warranty. The terms are set by the manufacturer and usually require the stove to be installed by a qualified installer. Warranties are in addition to your statutory rights.
About us
Who are Eravelle?
Eravelle is an independent stove retailer based in Liverpool. Eravelle is a trading name of Jean-Claude Bouchet, sole trader. Read more about us.
How can I contact you?
Email support@eravelle.uk, call +44 7860076765, or use the form on our Contact Us page. Our support hours are Monday–Friday, 9:00am–5:00pm (UK time), excluding bank holidays. Our address is 299 W Derby Rd, Liverpool L6 5EG, United Kingdom.