Important information about the delivery of your Napoleon Premium Fire electric fireplace

How long does the delivery take?

Once we have received your payment, we will deliver your Napoleon Premium Fire electric fireplace to the address provided within 5 working days.

The shipping company will inform you in good time of the exact delivery date. After placing your order, you will receive a detailed order confirmation. As soon as the goods have been shipped, you will receive a shipping confirmation with a tracking code allowing you to track your order. The delivery note is enclosed in the package.

How is my Napoleon Premium Fire electric fireplace delivered?

We pay close attention to the correct packaging and reliable delivery when shipping your Napoleon Premium Fire electric fireplace. That is why we only commission transport companies that have sufficient experience in handling electric fireplaces. The goods will be delivered to your front door (free curbside) unless otherwise stated on your order.

What do I do if my order hasn't been delivered?

In case of delays or problems with the delivery of your Napoleon Premium Fire electric fireplace, a simple solution to common problem is checking the tracking code on your order confirmation. Other options would be to check whether the delivery address matches the data you have provided to us. Maybe you have a not-at-home message in your mailbox or a neighbour has accepted the goods. The shipping company may also reschedule a new delivery date and has yet to inform you.

What do I do if the packaging is damaged on delivery?

Even though the shipping companies we use work with great care, the packaging may still be sightly damaged upon receipt. If this is the case, please note this damage on the shipping company's delivery note. Even if the packaging is slightly damaged, the goods may still be in perfect condition.

What do I do if the goods delivered are damaged?

If your Napoleon Premium Fire electric fireplace has not been delivered in perfect condition, please contact our service team at eu.premiumfire@napoleon.com and request a return form. Please ensure that you complete all the data and answer all questions correctly. We will resolve the matter as soon as possible.

Where do we deliver?

Deliveries are only possible to delivery addresses in the EU. Delivery is free to Germany, Austria and the Benelux countries. Please clarify shipping costs to other countries with us beforehand.