FAQ

Delivery is free on every order to a UK address, with no minimum order value and no surcharge for large items or remote postcodes.

Order cut-off time: 2:00 PM (UK time). Orders placed by 2:00 PM, Monday to Friday, are processed the same day. Processing takes 1 - 2 days (Monday to Friday) and delivery 2 - 5 days (Monday to Friday), so you receive your order within 3 - 7 days (Monday to Friday).

Standard parcels go with Royal Mail Tracked and larger and heavier boxes (most fire pits, the fire globe and the freestanding and twin-head heaters) with DPD. You receive a tracking number by e-mail when your parcel is dispatched.

No. We currently deliver to addresses in the United Kingdom only, including Northern Ireland and the Highlands and Islands.

Use the link in your dispatch confirmation e-mail, our Track Your Order page, Royal Mail or DPD tracking, or My Account > Orders.

You can return any item within 90 days of delivery for a full refund or an exchange, and the return is free - we e-mail you a free prepaid return label (Royal Mail, or DPD for larger items). This is in addition to your statutory 14-day right to cancel.

E-mail us at contact@kayson.shop or use our contact form with your order number. Within 24 hours we send you a free prepaid return label (Royal Mail or DPD).

We refund your original payment method within 5 days (Monday to Friday) of receiving your return. Your bank may take a further 3 - 5 days (Monday to Friday) to show the credit.

Yes. Tell us which item you would like instead; exchanges are free and any price difference is refunded or charged to your original payment method.

We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. Payments are processed securely by Stripe.

Yes. Our checkout uses an encrypted HTTPS connection and payments are handled by Stripe, a PCI DSS Level 1 certified provider. We never see or store your full card number.

No. The price shown on the product page is the total price you pay, in pounds sterling, with free UK delivery.

Yes, free of charge at any time before dispatch - e-mail contact@kayson.shop with your order number. After dispatch you can return the order under our returns policy.

Contact us within a few days with your order number and photos of the item and packaging. We send a replacement or a full refund, and the return is free.

No. All our patio heaters are electric infrared heaters with a UK 3-pin plug. Connect them to an earthed outdoor socket protected by an RCD.

Our heaters are for covered or sheltered outdoor areas, not for permanent exposure to rain. The wall-mounted, freestanding pole and twin-head heaters are IP44 (splash-proof); the lantern tabletop and ceiling-mounted heaters are IP24 and for covered areas only. Unplug them after use and store free-standing models somewhere dry.

Only dry, seasoned firewood or kiln-dried logs. Never use petrol, lighter fluid, treated timber or household rubbish.

Outdoors only, on a level, non-combustible surface such as paving, gravel or slate - never on timber decking or grass - at least 3 m from buildings, fences, trees and overhanging branches. Never use a fire pit or fire globe under a roof, gazebo or pergola, and check local smoke control and bonfire rules.

Most fire pits and the freestanding heaters need simple assembly (10 - 25 minutes); tools and fixings are in the box. The folding fire bowl needs no assembly - just unfold the legs.

In the first months outdoors corten steel can release a little rust-coloured run-off in the rain while its patina forms. Stand it on gravel, slate or a heat-proof base if you want to avoid marks on pale stone.

By e-mail at contact@kayson.shop (preferred), by phone on +44 7751 172333, or with our contact form. Our hours are Monday to Friday 9:00 AM - 6:00 PM and Saturday and Sunday 10:00 AM - 4:00 PM (UK time).

Kayson is based at 250 Dunkirk Lane, Leyland, PR26 7SN, United Kingdom.