This policy applies to all MAD Design brands, including EcoSmart Fire, Blinde Design, Heatscope and e-NRG.

At MAD Design Group UK Ltd, care is taken to process, pack and ship orders as efficiently and securely as possible. This policy explains how shipping, delivery, lead times, delivery access requirements, split shipments, additional delivery charges and delivery-related issues are handled for consumer orders placed for delivery within the United Kingdom.

This policy applies alongside our Website Terms & Conditions, Privacy Policy, Cookie Policy, Return and Exchange Policy and any product-specific information shown on the relevant product page. Nothing in this policy limits or excludes any rights you may have under applicable consumer law, including rights that cannot lawfully be excluded.

If you purchased goods in the course of your trade, business or profession, separate B2B Terms of Sale and B2B Portal Terms may apply to those purchases.

1. Delivery information you must provide

To help avoid delay or failed delivery, please provide complete and accurate delivery information when placing your order.

You should tell us before or at the time of ordering if the delivery location has any special access conditions or delivery limitations, including:

  • narrow roads;
  • dirt, gravel or uneven access roads;
  • steep hills, driveways or ramps;
  • limited-access roads;
  • gates, security checkpoints or restricted entry;
  • apartment, building or site access limitations;
  • unloading restrictions; or
  • any other circumstance that may affect safe or practical delivery.

If you do not provide information about known delivery restrictions in advance, additional charges, delays or failed delivery attempts may result. Where extra cost is incurred due to undisclosed or unusual access requirements, we may charge the reasonable additional delivery cost before delivery is completed.

2. Delivery area and shipping origin

Unless otherwise stated on the product page or at checkout, products are shipped using standard delivery from our UK warehouse.

Delivery addresses must be within the United Kingdom and within the areas we service. PO Boxes and freight-forwarding addresses are not accepted unless expressly agreed in writing.

Some products, destinations or order types may require a manual quotation or delivery review before an order can be accepted. Where this applies, it will usually be indicated on the product page, at checkout, or by our team after the order is placed.

3. Standard delivery service

Unless otherwise stated, orders include ground delivery to the easiest accessible point at the delivery address.

Standard delivery does not include:

  • inside delivery;
  • installation;
  • assembly;
  • unpacking;
  • removal or disposal of packaging; or
  • delivery beyond the easiest accessible point at the property.

If a different delivery service is needed, such as booked delivery windows, special handling, difficult-site access support, crane assistance, inside placement or any other non-standard arrangement, additional charges may apply and availability will depend on the destination and carrier.

4. Shipping costs

Delivery charges are calculated based on the delivery location, the products ordered, and factors such as size, weight, handling requirements and carrier availability.

The final delivery charge will usually be shown at checkout. Where shipping is marked as POA, requires manual quotation, or cannot reasonably be calculated automatically, our team will provide a quote separately before shipment or before order confirmation, depending on the circumstances.

Any optional upgraded delivery services, special delivery arrangements or delivery surcharges will be notified to you before they are charged.

5. Estimated delivery times

We work with selected freight providers to support reliable delivery within the United Kingdom. Estimated shipping times may vary depending on stock status, destination, product type, carrier availability and access conditions.

Current estimated transit times after dispatch are:

  • Zone 1: 5 business days – England, Wales and most of southern and eastern Scotland (DHL zones A and B; postcode checked at checkout)
  • Zone 2: 10–15 business days – Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, Jersey and Guernsey (DHL zones C and D)
  • Republic of Ireland – separate Ireland shipping or delivery terms may apply where deliveries are offered

Please also allow approximately 1–3 business days for order processing, unless a longer timeframe is stated on the product page or in your order confirmation.

All delivery times are estimates only unless we have expressly agreed a specific delivery date with you. If no specific delivery timeframe has been agreed, goods will be delivered without undue delay and, in any event, no later than 30 days after the contract is entered into, unless a different period has been expressly agreed with you.

6. Backorders and made-to-order lead times

Lead times for out-of-stock, backordered, specially procured or made-to-order items vary by product.

Estimated lead times may be shown on the product page, in your order confirmation or provided by Customer Support on request. If an item becomes unexpectedly delayed after you place your order, we will aim to notify you using the contact details provided with your order.

Orders containing a mix of in-stock and delayed items may be shipped in multiple consignments where operationally reasonable, unless we have agreed otherwise.

7. Split shipments and partial delivery

Where your order contains multiple items, we may deliver the goods in separate shipments if this is reasonably necessary because of stock availability, carrier limitations, packaging requirements or operational efficiency.

Where an order ships in more than one delivery, each shipment is charged at the rate that applies to what is included in that shipment.

e-NRG bioethanol fuel may be shipped separately from other items in your order and may arrive on a different day. Where available, a separate tracking number may be provided for the fuel shipment.

Unless otherwise stated, split shipment of an order does not reduce or limit any statutory rights you may have in relation to goods already delivered or goods not yet delivered.

8. Hazardous goods and fuel deliveries

Certain products, including e-NRG bioethanol fuel, may be classified for transport as hazardous or regulated goods and may therefore be subject to specific shipping, handling, carrier and routing requirements.

Because of these requirements, fuel or other regulated products may be shipped separately, may have different transit times, and may be unavailable for delivery to some locations or by some service levels. Additional restrictions or delivery conditions may apply depending on the delivery address and applicable transport rules.

9. Tracking and dispatch confirmation

Where tracking is available, tracking information will be sent to the email address provided with your order once the shipment is in transit.

In some cases, tracking events may take time to appear after dispatch. Tracking availability and the level of tracking detail may depend on the carrier, service level and destination.

10. Delivery access, failed delivery and redelivery

You are responsible for ensuring that the delivery address is accurate and that delivery can be safely and reasonably completed.

Additional charges may apply where:

  • a shipping address change is requested after dispatch;
  • a specific delivery date or time window is requested;
  • special arrangements are required due to difficult access conditions;
  • delivery cannot be completed because no one is available where attendance is required;
  • the goods cannot be delivered safely at the address provided; or
  • multiple delivery attempts, storage, return handling or redelivery services are required.

If delivery fails due to inaccurate address details, lack of access, refusal of delivery, or failure to collect goods where collection is required, we may charge any reasonable redelivery, storage, return or handling costs, except where the failed delivery is caused by us or our carrier.

11. Risk and receipt of goods

Where we arrange delivery, the risk of loss of or damage to the goods passes to you when you, or a person identified by you to take possession of the goods, takes physical possession of them.

If you arrange your own carrier and that carrier option was not offered by us, risk may pass earlier, at the time the goods are handed to your chosen carrier.

Risk on a return. Where you are returning an item and we arrange the carrier, we carry the risk of loss or damage on the return journey. Where you choose your own carrier for a return, you carry that risk — see our Return and Exchange Policy.

Please inspect your goods as soon as reasonably possible after delivery and report any visible damage, missing items or delivery issues promptly in accordance with our Return and Exchange Policy. This does not affect any rights you may have under applicable law in relation to goods that are damaged, defective or not in conformity with the contract.

12. Delays and inability to deliver

Estimated delivery dates may be affected by events outside our reasonable control, including carrier disruption, severe weather, supply chain interruption, port congestion, customs delays, labour disruption or other unforeseen events.

If we are unable to deliver the goods within the agreed timeframe, or if no timeframe was agreed, within 30 days after the contract is entered into, you may have rights under applicable law. Where required, we will work with you to arrange a revised delivery date, and if delivery cannot be completed within the period required by law, you may be entitled to cancel and receive a refund.

If we are unable to deliver to your address at all after order acceptance due to legal, logistical or operational reasons that were not reasonably apparent beforehand, we may contact you to discuss an alternative solution, additional charges, or cancellation and refund as appropriate.

13. Remote and non-standard delivery areas

Some delivery areas may involve remote-area routing, island delivery, special carrier handling requirements or extended lead times.

Where special delivery conditions apply to your destination, we will aim to inform you before dispatch. Additional charges or longer lead times may apply for remote or non-standard delivery areas.

14. Contact

For help with shipping, delivery times, access requirements, manual freight quotations or delivery issues, please contact Customer Support using the contact details provided on this website.