Online shop help and support

Unfortunately, we are unable to offer a tracking service for your order at this time.

You will receive confirmation of order and an email from the Calor Centre or Calor Dealer who will deliver your order, providing you with their contact details. Our updates vary depending on who is delivering your order. If your order is being delivered by one of our Calor Centres, you will be notified by email on the day your order is loaded onto the vehicle. If your order is being delivered by a Calor Dealer, you will receive an email notifying you of the date your order will be delivered and the time frame. 

They will then get in touch with you directly regarding your delivery. If you don't hear from them, please contact them directly using the contact details on the order confirmation email. 

We’re really quick at allocating orders, which means we can’t make any changes once you’ve placed it. However, you can return any unwanted items for a refund so long as it’s within 30 days of receipt of the item- for more information on our returns policy; please click here.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 advise that you have fourteen days to cancel an order; starting the day after you receive the order.

We’ll need written confirmation of the cancellation; so you’ll need to get in touch using shop@calor.co.uk stating that you wish to cancel your order under the Consumer Contracts Regulations 2013.

The items that you return must be in their original condition, and will be inspected upon receipt. We try hard to accept all returns, but it is your responsibility to ensure that items are packaged in its original packaging with all components of the item; and well enough that they will not be damaged on the way back to us. In the unlikely event that an item is in unsuitable condition, we may have to send it back to you - in this case, we will not refund you.

We want to sort out any issues with faulty items straight away, so as soon as you discover a fault, please contact us using the contact form below. We’ll get back to you as quickly as we can. If you notice a fault immediately and before you have accepted it from the delivery driver,  it is best that you refuse the delivery and contact us as soon as possible so we can help straight away.

If you suspect a gas leak, please call our emergency line on 03457 444 999.

As soon as you discover your order is incorrect, please contact us using the contact form below. We’ll get back to you as quickly as we can.

If there is an item missing, please get in touch with our team using the contact form below, including your order number. We will resolve the issue for you as quickly as possible. 

Delivery costs are clearly displayed during check-out.

Gas Bottles - Delivered across the UK for £5

Please note that for safety reasons, we are unable to deliver gas bottles to basement properties, residences above the third floor or any residences with five or more floors.

We have a network of retailers who stock our gas bottles. When it comes to deliveries, they help us out. Depending on where you are in the country, our gas bottles are either delivered by one of our Calor Centres or by one of our retailers. We will let you know who your order will be delivered by after you place a order.

From May 2022 we will no longer be accepting cash as a payment method. If you currently pay by cash there are still plenty of payment options available such as credit or debit card. We hope you’d welcome this change which will make handling of payment safer for you and will ensure that delivery will be completed even if you are not there. If you may need guidance through this change, we’re here for you -  Please ask your local Calor Distribution Centre (CDC) for help.

If you’re expecting a delivery from a local retailer, please contact your Calor Centre or retailer and they'll advise you on their delivery timescales. Once you've ordered, you can find their details on the second email sent by us.

If you’re ordering online, expected delivery timescales are displayed during check-out. Please note that, due to extreme weather conditions and supply issues, these time periods may vary. But don’t worry, we’ll always let you know if this is the case.

Gas bottles
We usually aim to deliver our gas bottles within 2-3 working days. Please note: Due to the current situation please allow 5-10 working days for delivery, we are doing our upmost to deliver gas at this extremely busy time and we would appreciate that you do not contact us about deliveries unless this delivery time has been exceeded. 

We do not dispatch items for international delivery. At Calor.co.uk, we deliver across England, Scotland and Wales. If you are looking to buy a gas bottle in Ireland, please visit our friends at Calor.ie for Ireland.

Depending on who is delivering your order, either a Calor Centre or a Calor Dealer will get in touch with you directly regarding when they expect to deliver your order. If you don't hear from them, please contact them directly using their contact details on the second email we sent you. 

If you have any specific delivery instructions, such as where you would like your order to be left, or if you are having an empty bottle collected, where it will be located, please let us know in the "Delivery instructions" when you place your order.

For safety reasons, we are unable to deliver gas bottles to basement properties, residences above a 3rd floor or any residences in buildings with 5 floors or more.

Returned goods must be unused and supplied with their original packaging, unless the goods are faulty.

If you’d like to return an item, please contact us using the contact form below within 30 days of receiving your order. We will provide further instructions about how to return your item.

Please note that it is your responsibility to correctly insure any items returned using the post; and to ensure that goods are secure in their packaging to avoid damage.

As soon as we have received and processed your return, you will receive a refund to the same card that you paid with.

Our online shop prices change in response to external markets, availability, promotions and demand from customers. In this case, we are not able to refund the difference.

We’re sorry to hear that you’re having trouble with our website. We’d recommend that you try the following;

• Close and reopen your browser. This forces a refresh which could fix the issue.
• Delete your cookies. A cookie is a small file we store on your computer to let us know who you are the next time you visit us. Please note that if you have products in your basket, deleting your cookies could wipe this history.
• Check that you are using the latest version of your operating system and browser.

Please check your junk folders, our emails may have been marked as spam by accident. 

You can also add us as a contact which will help prevent any emails from us being marked as spam.