Shipping policy

At Pure Flame, we do everything we can to get your order to you quickly, in perfect condition and with full transparency. Here are our complete delivery terms.

1. Delivery costs
Delivery is completely free on every order, with no minimum spend. No shipping charge is added at checkout.

2. Delivery area
We currently deliver to the United Kingdom only. International delivery is not available at this time.

3. Order cut-off time
Our order cut-off time is midnight (00:00, UK time).

  • Any order confirmed and paid before midnight is registered the same day.
  • Preparation then starts on the next working day (Monday to Friday).

4. Processing time
Your order is prepared within 3 working days (Monday to Friday, excluding weekends and bank holidays). This is the time needed to check, pack and hand your order to the carrier.

5. Transit time
Once your parcel has been handed to the carrier, delivery takes 2 to 4 working days (Monday to Friday) to any UK address.

6. Estimated total delivery time
Adding processing and transit, the estimated total delivery time is 5 to 7 working days from the confirmation of your order.

Step Time
Order cut-off Midnight (00:00, UK time)
Processing 3 working days
Transit 2 to 4 working days
Estimated total 5 to 7 working days

7. Non-shipping days
Orders are not prepared or shipped on Saturdays, Sundays or bank holidays. An order placed at the weekend or on a bank holiday is processed from the next working day.

8. Carriers and delivery method
Your parcel is handled by recognised partner carriers. Depending on your address and the size of the product, delivery is made to your home or to a pick-up point.

9. Order confirmation and tracking
You receive a confirmation email as soon as your order is placed, then a second email with a tracking number as soon as it ships. You can follow your parcel in real time until delivery on our Track My Order page.

10. Incorrect or incomplete address
Please check your delivery address carefully when ordering. If an incorrect or incomplete address leads to a return or non-delivery, contact us as soon as possible: we will help you reship the parcel once it has come back to us.

11. Late or undelivered parcel
If your parcel is several working days past the estimated delivery time, first check the tracking, then contact us. We will immediately open an investigation with the carrier and find a solution (reshipment or refund).

12. Lost or damaged parcel
If your parcel arrives damaged, refuse it if possible or take photos on delivery. If your parcel is lost or damaged, contact us at contact@purflame.co.uk and we will offer a replacement or a refund.

13. Returns and refunds
You have 30 days to return an item. Full terms are in our Refund & Return Policy.

Customer service
Have a question before or after your order? We're here to help.

We aim to reply to every enquiry within 24 business hours.