FAQ Shipping & Delivery: Freight, Lead Time, Costs

A gas fire pit or a GFRC dining table quickly reaches a weight and a packed size that goes beyond the limits of a parcel service. A freight forwarder therefore takes over the delivery and transports the goods on a pallet in a truck. That way the component stays fixed during the journey and is not handled repeatedly.

Curbside delivery means that the goods are unloaded at the kerb of the delivery address you specified – that is, at the roadside or directly at the property entrance. The driver is under no obligation to carry the parcel into the hallway, the flat or the garden. For everything beyond that point you should plan helpers or a transport aid in advance.

We do not currently offer a carrying-in or assembly service. Before ordering, therefore, check whether the route from the property entrance to the installation spot works: door widths, hallway corners, stair steps plus the size and load capacity of a lift. It is best to note the key dimensions right next to the product specification.

No. Given the size and weight of the products, delivery to a parcel locker or a collection point is not possible. Delivery is made exclusively to the address you specify.

Yes, we recommend that you or an authorised person are on site. That way you can direct the unloading point and inspect the goods straight away. If the first delivery attempt fails, a new appointment has to be agreed – for which a repeat delivery is charged at 45 € per delivery.

The products are delivered in reinforced packaging designed for transporting large individual parts. Keep the original packaging: it is required for warranty claims and for a return. We do not take back or dispose of the packaging for you.

No, assembly is not part of the delivery – but the products are deliberately easy to build. Furniture arrives fully assembled and only has to be unpacked and set up. Fire pits and fountains are modular and are assembled following the instructions; the order of the steps is described in the FAQ article Setup and Installation.

From an order value of 500 € we deliver free of charge. That applies in all delivery zones and regardless of whether the shipment travels as a parcel or by freight forwarder on a pallet. The decisive figure is the goods value after discounts.

We deliver to Germany, the Netherlands, Belgium, Luxembourg, Poland and Austria as well as to other EU countries. We also supply Ireland, Switzerland, Norway and the United Kingdom. For deliveries to other non-EU countries, please enquire individually: send the product name, quantity and the full address with country and postcode to our service team – you will then receive a reply on whether and at what cost delivery is possible.

On top of the base price, four surcharges are possible. Delivery to regions that are hard to reach or to islands costs 35 € per shipment. A firmly booked delivery day (fixed appointment) costs 25 € per shipment, and a repeat delivery after a failed appointment 45 € per delivery. For a cancellation after shipping we charge 45 € handling plus the transport costs actually incurred.

No. For deliveries to Switzerland, Norway and the United Kingdom all applicable customs duties and import charges are included in the shipping price. No further costs arise for you on handover.

A preferred day is possible, a specific time slot is not. For a binding delivery day we charge 25 € per shipment. Within that day the time depends on the haulier’s route planning; as a rule the freight forwarder informs you in advance by phone or SMS of the expected time window.

As a rule the goods leave the warehouse within 2 working days of the order confirmation. If a model is not in stock, our service team will tell you the expected shipping date after you order. For freight deliveries the pure transit time to delivery is added on top.

After shipping you receive a tracking number and a note of where you can check the status. With pallet deliveries the freight forwarder also calls you to agree the delivery day. It is best to decide during this time who will accept the goods and where they will be placed after unloading.

Yes, a cancellation is possible after shipping – but it comes with costs. We charge a 45 € handling fee plus the transport costs actually incurred. If you are unsure, it is better to clarify your questions with the service team before the order is released for shipping.

If nobody is present at the first appointment or the unloading point was not accessible, we arrange a new appointment. This costs 45 € per delivery. Before that, check whether access, the manoeuvring area and the accessibility of the property work for a truck.

With freight deliveries the goods are handed over on the pallet at the kerbside – you cannot unpack the shipment fully there, and nobody expects you to. What matters is something else: never sign the freight documents as “received in perfect condition”. Note any irregularities – a dented outer packaging, torn film, traces of moisture or a damaged pallet – directly on the delivery note, with the addition: “Accepted under reserve: packaging damaged, contents not inspected.” Have the driver confirm this note and photograph the spot while the truck is still there.

If damage only becomes visible after unpacking, please report it without delay – and at the latest within 7 days of receipt, so that we can still claim it from the carrier. Have four details ready: the order number, the product model, a short description plus an overall photo and a sharp close-up of the damaged area. Keep the original packaging until the case is settled.

Transport damage is not a material defect but damage that occurred during delivery – and it is not a case you have to settle with the freight forwarder yourself. We report the damage to the carrier and handle the process for you; the note made on acceptance and your photos are the decisive evidence.

Not automatically. GFRC is made by hand, and deviations within 15 % are considered typical of the material – both between two products and across a single surface. If a deviation seems too large to you, please contact us promptly – we will find a solution together.

Our service team reviews the report, classifies the case and tells you the next steps – spare part, replacement or repair solution. Photos are the decisive evidence for processing, which is why it makes sense to keep the packaging until the case is settled. The conditions for warranty and returns are set out in the FAQ article Warranty and Service.

We ship small parts and accessories as parcels, for example smaller spare parts or decorative items. Depending on the shipment this goes via DHL, Hermes or another parcel service. These shipments are handed over at your front door; the parcel service usually informs you in advance about the delivery attempt.

Fire pits consist of concrete, a metal burner and sometimes integrated ceramic – they are heavy and sensitive to edge impacts. That is why they always go out as pallet shipments by freight forwarder. That way the housing can stay fixed on the pallet until the goods are standing on your property. The shipping terms make this transport method binding for fire pits.

The shipping weight shows it during the ordering process. As soon as the basket contains an item classified as bulky goods or as a pallet shipment, that shipping method is shown at the checkout. The shipping costs there depend on the delivery address and the basket, so you can see before buying whether the threshold for free delivery has been reached.

After delivery, leave the goods in the original packaging if possible. Store them dry and not directly on a wet floor – moisture can collect in closed packaging and the component may later show efflorescence. If setup falls on another day, it is best to open the packaging only shortly before assembly.

Inspect the pallet while it is being unloaded: a dented or torn outer packaging, edges sticking out, traces of moisture – such marks are often the first sign of damage. Note them directly on the delivery note, with the addition: “Accepted under reserve: packaging damaged, contents not inspected.” Have the driver confirm the note and photograph the spot while the truck is still there.

Then report the case without delay – at the latest within 7 days of receipt – stating the order number and the product model, and with photos attached. We report the damage to the carrier and handle the process for you.

From the kerb to the installation site you have to organise the transport yourself. Count on two people and plan a transport aid such as a hand truck. Also consider the load capacity of the surface and the lift; with GFRC furniture the weight is spread over a comparatively large base area, but when lifting it acts on the grip at specific points.