International Orders Terms & Conditions

 Payment and VAT

Payment is to be made in pounds Sterling. International credit card providers or banks will determine the exchange rate, and may add an additional processing or administration charge which the cardholder will be liable to pay.

All Product prices shown on the Website are inclusive of any applicable UK VAT. This means that the total price you pay for the Product is always the same, regardless of whether or not UK VAT is chargeable on our sale of the Product.

Where you have requested delivery to a UK or EU address, the price paid for the Product will usually include UK VAT.  UK VAT will be shown on your VAT receipt, which is available upon request to:


Where you are not a UK resident and you have requested delivery to a non-EU address, the Products will normally be zero-rated and not subject to UK VAT, but the price paid by you for the Products will remain the same as shown on the Website.

Please note that we reserve the right to refer online international orders to our export team, to arrange separate delivery (to be paid for by the customer) where the true cost of delivery of your order exceeds our advertised online shipping costs.    In every instance, you will be contacted by our customer service team, to ensure that you are happy to proceed with the order on this basis.



Products delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities.

The recipient of your order is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU.

The recipient of the goods, not the person placing the order, will receive a separate request for payment of these charges. If you’re ordering Products to be delivered to someone else, please ensure they’re aware that they’ll be responsible for these additional charges.

Unfortunately we have no control over these charges and cannot predict what they may be, so we’re unable to offer any assistance on these processes. We advise that you check the import charges applicable in any non-EU country before ordering Products to be delivered there.

You (or the recipient of the Products if different) will be the Importer for all international deliveries of the Products. Therefore, before placing an order, it’s your responsibility to check that any Products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.

You agree that Gentleheat will act on your behalf as exporter of the Products and will complete export declarations in its own name on your behalf.    You agree that the recipient of your order is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU.


EU customers right to cancel under the Distance Selling Regulations

If you are a UK or EU customer, you have the right to cancel your order provided that you notify us in writing no later than 7 working days after the day on which you receive the Products. Please see our main terms and conditions  for for more information.   These legal rights do not apply to non-EU customers.


International delivery destinations & delivery aims

We use the Royal Mail International Service.   As of 21st March 2014, Royal Mail’s website states that their delivery aims for this service are: Europe in 3-5 working days; The Rest of the World in 5-7 working days.


However, please ensure to refer to Royal Mail’s own website for details of current delivery aims at the time of placing your order.


Gentleheat currently deliver to all those Royal Mail International Zones which offer either the ‘Tracked & Signed’ or ‘Signed’ delivery option.


Please see the following link for details of coverage:, however please note that we are regrettably unable to accept orders from customers in the US or Canada.



International delivery lead times


Delivery lead times to international addresses will vary according to destination.


In the event that your order has been despatched by Gentleheat Limited (as confirmed in the order confirmation e-mail) but has not arrived within the estimated delivery time range (see ‘International delivery destinations & delivery aims’), then please contact our Customer Services Team at


Occasionally, delivery of your order may be delayed or prevented for reasons beyond Gentleheat Limited’s control, such as material shortages, import delays or higher than anticipated demand.

Delivery may also be delayed due to customs-related processes (such as inspection). If delays occur we will make every effort to keep you informed, but Gentleheat Limited shall not be under any liability to you for such delay or failure.

For the avoidance of doubt, time is not of the essence for the delivery of the Products.


In accordance with our Privacy policy, you permit us to disclose your personal information to our shipping company.  You also permit us to disclose your personal information to any essential third party who may help deliver your Products.


Limitation of liability

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:

To the fullest extent permissible under applicable law, Gentleheat disclaim any and all warranties of any kind, whether express or implied, in relation to the delivery service.

This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.


Our rights

Gentleheat Limted reserves the right to change these terms and conditions from time to time, and your continued use of Gentleheat’s  international delivery service following such change shall be deemed to be your acceptance of such change.

It is your responsibility to check regularly to determine whether the terms and conditions have been changed. If you do not agree to any change to the international delivery terms and conditions, then you must immediately stop using the international delivery service.



This agreement shall be subject to Northern Irish law and the Courts of Northern Ireland shall have exclusive jurisdiction over all claims or disputes arising in relation to, out of or in connection with this agreement.



“UK” means the United Kingdom, which includes: England, Wales, Scotland, Northern Ireland and the Channel Islands

“EU” means any country or territory in the fiscal (VAT) area of the European Community, which includes: Austria, Belgium, Bulgaria, Cyprus (other than those parts of Cyprus that are not under effective control of the Government of the Republic of Cyprus), Czech Republic, Denmark (except the Faroe Islands and Greenland), Estonia, Finland, France (including Monaco), Germany (except Busingen and the Isle of Heligoland), Greece, Hungary, Republic of Ireland, Italy (except the communes of Livigno and Campione d’Italia and the Italian waters of Lake Lugano) , Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal (including the Azores and Madeira), Romania, Slovak Republic, Slovenia, Spain (including the Balearic Islands but excluding Ceuta and Melilla), Sweden and United Kingdom and the Isle of Man.

“EU” does not include: Channel Islands (Jersey, Guernsey, Alderney, Sark, Herm) – [which we treat as part of the UK], Andorra, San Marino, Aland Islands, Canary Islands (Gran Canaria, Fuerteventura, La Palma, Tenerife, Lanzarote, El Hierro, La Gomera), the overseas departments of France (Guadeloupe, Martinique, Réunion, St Pierre and Miquelon and French Guiana), Mount Athos, Gibraltar, Vatican City, or any other countries not separately listed above.