Contact us for discount code.
Contact us for discount code.
Section: Placing An Order
Will I get confirmation of my order?
As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase.
I placed my order but did not receive a confirmation email. Why?
If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into:
To be on the safe side, we encourage our customers to provide an alternate email to email@example.com
What happens after I receive my order confirmation?
We check with our warehouse or suppliers to make sure that your item(s) are available and can be despatched as soon as possible.
In the event that your item(s) are unavailable for immediate despatch, we remove the pre-authorisation from your payment method and reach out to you via email or telephone.
Why do you need my phone number?
Some of our deliveries our couriers require a contact number to ensure a smooth delivery of your order. We won't give to anyone else, it’s kept private and confidential. Plus if there's any issues with your order we can contact you quickly and easily.
Is it safe to buy online through your website?
Absolutely. Twilight Fires strives to provide our customers a safe and smooth customer experience. This site uses SSL encryption technology that so that you never have to worry about credit card safety.
Where do you deliver?
We deliver anywhere in the UK mainland (United Kingdom)
Please be advised that, due to the associated expenses, we are only able to provide shipping services to mainland United Kingdom. However, If you prefer to arrange your own shipping through a carrier that can deliver to your desired end location, we welcome the opportunity to discuss this with you. For customers based in the Isle of Wight, we have had positive experiences with Hampshire Freight. However, please note that our responsibility for the shipment concludes once it reaches the carrier at our end location.
If your address is outside of the UK mainland please contact for a delivery quote, either by email firstname.lastname@example.org or by phone 0330 043 0631
Do you deliver outside of United Kingdom?
No sorry, currently we only deliver within mainland United Kingdom.
How long does it typically take for your products to be despatched?
Usually within 48 hours of processing your order but it can vary for different suppliers.
How long does it typically take for my purchase to arrive once it’s despatched?
Usually 4-7 business days, however some larger items can take longer.
Can my order be delivered to a PO box?
Unfortunately not, we cannot deliver to PO Boxes.
Excellent service, fast delivery, highly recommended price couldn't be beaten.
I am impressed with you following up on my order.
Unfortunately, the fire is not yet installed, still waiting for someone to do it.
But I sure it will work fine, and if not, you will assist me.
So pleased with the professionalism of the company, they were so helpful & the fire was delivered within days. The fire is impressive & so realistic. So pleased we made the decision to purchase the Alto T .
Great product for the money great service all round and excellent delivery time and very well packaged, 5 Star ⭐️
A couple of teething problems with the glass side panels not being delivered with the original package, however, once I notified Twilight they responded quickly and arranged for them to be delivered within a couple of days. Amy emailed me and kept me updated. The fire looks fantastic and I would not hesitate to use Twilight Fires and again. Just awaiting paining of the media centre. Professional and highly recommended.
Really pleased. Easy to shop with. Very well priced and fast delivery.
The Flametek fire stove is brilliant. I can set the temperature high at 1900 deg and it instantly gives out heat and I can then lower temperature to 950 deg as this feature is c.50% eco energy bill saving. The stove is not noisy and this is a relief because I was hoping to get a not-noisy stove so this turned out as a blessing. The stove has transformed the second lounge & open plan kitchen into a welcoming cosy seat area. The delivery of the stove was so quick and I was very impressed. Good company to deal with and I highly recommend.
Hi Belinda! Your stove looks so cosy ready for Christmas! Thank you so much for your review!
Hubby put the fire up today fire 🔥 absolutely 💯 over the moon 🌙 I've been watching it all night better than the TV!love the way you can change flame types and colours individually!Well worth the money (aurora 60")brilliant value for money thank you twighlight team 😀 ❤️
Hi Karen! Happy to help and thank you so much for your review!
My new fire looks stunning and I have had many compliments on how it looks.
Packaged very well.
Customer and delivery service excellent.
Would highly recommend 🎉
This is fantastic to hear! Thank you for your review and enjoy your fire this Christmas!