Ordering a Lumo fire should feel clear from the start. Below you’ll find important information about delivery, checking product suitability before purchase, returns, damaged goods and how to contact us if you need help.

Delivery

Lumo fires are delivered to the address provided at checkout. Delivery options, charges and availability may vary depending on the product, order value, delivery location and stock position.

Where possible, in-stock products are prepared for dispatch as quickly as possible. Larger electric fires may require specialist handling or pallet delivery due to their size and weight.

Before placing your order, please make sure your delivery address, contact details and phone number are correct.

Delivery Area

LumoFires.com is currently focused on delivery within Ireland. If you are outside our standard delivery area, please contact us before ordering so we can confirm whether delivery is possible.

Delivery Times

Delivery times can vary depending on stock availability, product size, delivery location and courier schedules.

In-stock models are usually dispatched as quickly as possible. Incoming, launch or pre-order products may have longer estimated delivery windows. If a product is not immediately available, the product page or our team will provide the most relevant availability information at the time.

Large Item Delivery

Many Lumo fires are large, fragile electrical products. Please make sure there is suitable access for delivery before ordering.

Before delivery, check:

• The delivery address is correct
• Someone is available to receive the item
• Access is suitable for a large boxed fire
• Doorways, hallways and stairs are suitable
• The product can be safely moved to the intended area
• Your installer knows when the product is arriving

Delivery is usually to the address provided, but exact delivery service levels may vary depending on the courier or delivery method used.

Before You Order

Please check all product details carefully before placing your order.

Important details to check include:

• Product width, height and depth
• Installation opening size
• Required wall depth
• Heat outlet position
• Clearances and ventilation
• TV size and wall width
• Electrical supply
• Fireplace opening dimensions
• Delivery access
• Whether the product suits your planned installation

For media walls, chimney breast builds, recessed installs or fireplace openings, we strongly recommend checking the installation guide and dimensional drawing before ordering.

Returns

Returns are handled in line with our Refund Policy and applicable consumer rights.

If you wish to return a product, please contact us before sending anything back. Products should be unused, uninstalled, complete, and returned with all original packaging, accessories, manuals and parts where applicable.

Returned goods must be packaged safely to avoid damage in transit. We may be unable to accept returns where goods have been installed, used, damaged, altered, missing parts or returned without suitable packaging.

If the Product Does Not Fit

It is the customer’s responsibility to check product dimensions, installation requirements and suitability before ordering.

If a product does not fit because the wrong size was ordered, the wall opening was built incorrectly, or installation requirements were not checked, this may be treated as a change-of-mind return and may be subject to the normal returns process.

Always check the latest manual and dimensional drawing before building a media wall, fireplace opening or recess.

Damaged Goods

Please inspect your delivery as soon as possible.

If the packaging or product appears damaged, contact us quickly and keep all packaging. Take clear photos of:

• The outer packaging
• Any visible damage
• The product label
• The damaged area
• The full product

Do not install a product that appears damaged. Installing a damaged item may make it harder to resolve the issue.

Missing or Incorrect Items

If you believe something is missing or incorrect, contact us with your order number, product model and clear photos of what was received. We will review the issue and advise the next steps.

Cancelling or Changing an Order

If you need to cancel or change an order, contact us as soon as possible.

If the order has not yet been processed or dispatched, we will do our best to help. Once an order has been dispatched, changes or cancellations may not be possible and the normal returns process may apply.

Need Help Before Ordering?

If you are unsure which Lumo fire is right for your room, media wall, TV size or fireplace opening, contact our team before ordering.

Send us your wall measurements, fireplace opening size, TV size, room photos or installer drawings and we’ll help guide you towards the most suitable option.