Shipping and Returns Information

Our main aim at Fireplace Store Online, is to provide you with an excellent shopping experience at every stage of your purchase. Whether it is before purchase or after, we'll do our best to make you happy.

Placing your order

Once your order has been received, you will receive a confirmation email from our system and our team will then check your details, and start processing your order. At this stage, should be have any further questions about your order, we will make contact with you by email or phone.  We advise that you check your email everyday during the order process to prevent any delay in receiving your goods.

Delivery Time

Our aim is always to despatch your goods as quickly as possible.  Some items, we are able to deliver in as little as 48 hours from ordering.  The majority of stock items will be despatched within 7-10 days of receiving your order.

In some cases, for out of stock, back order or a minority of manufacturers, orders can take longer.  We will of course keep you updated on the status of your order and any longer term delays will always be reported.

In all cases, items will be despatched to you as quickly as we possibly can, and you are welcome to email us at any stage for an update on your order.

Delivery Tips

We ask, that you do not to book the installation of your goods, prior to you receiving them.  Due to circumstances beyond our control, occasionally, dates may without notice.

Delivery Area 

We are pleased to deliver to all of mainland UK.  Unfortunately, due to previous experience we are unable to deliver outside of the UK.  This includes Ireland, The Channel Islands and other offshore destinations.

In some cases, due to additional charges levied by our couriers there may be a small delivery charge for your goods. This tends to be limited to outreaching areas of Scotland, and we will always contact you to discuss it if this is the case.  We stress that this is only the case in an absolute minority of orders and we only pass this charge on if we are charged ourselves.

Some of the remote post code areas attracting this charge are AB, IV, KW, PA and PH, these areas will incur an additional charge of £19.95, if you do not wish to pay this your payment will be refunded in full.

Delivery Process

We only use the best national courier services to deliver your parcel.  Your delivery will arrive courtesy of either Interlink Express DPD or APC.  For orders despatched by Interlink Express, you will receive an email or text message that will allow you to re-arrange your delivery on a day to suit you.

If you are not there to receive the delivery, the courier will leave a card so that you can re-arrage delivery at a suitable time for you.  If the second attempt at delivery is missed a charge of £10.99 will be added to your card to cover our costs.

Delivery is free on most items, however some items will carry a delivery charge to mainland UK destinations, and this will be quoted to you at the checkout.

Due to constant change in the wholesale prices of goods, we reserve the right to amend our prices without prior notification.  Should this affect any order you have placed, we will of course contact you to discuss your order.

Receiving your Parcel

Our courier will deliver the goods direct to your door, and will require a signature from the person accepting the delivery. We can not claim for any damage to the goods caused by the courier if you sign for them as "received in good condition", which is standard on most courier's delivery notes. If you notice any sign of damage at all (even to the box), have concerns, or the courier refuses to let you check the goods, please mark the delivery note as "box damaged" at the time of signing.

Signing as Unexamined or Unchecked will not cover you for insurance purposes so please either check carefully before signing or if the driver can't / will not wait, sign for the parcel as damaged.

Any damage subsequently found by you, should be reported to us within 7 days of receipt. Not doing this will nullify any claim you may have, and we will refuse any liability for damage after 7 days have elapsed. Items reported within this time frame, will of course be repaired / replaced free of charge as soon as possible.

All our goods are delivered by a courier service, therefore we only offer kerb to kerb delivery, in some cases the driver may help you carry the product inside if you ask them but it is not part of our contract with them. Please ensure you have someone there who can help you carry the items inside.

Should you choose to return the goods instead, we will of course offer a full refund, however if the goods are found to be in full working order we will deduct a 25% administration fee and the cost of the original delivery.

As soon as the goods have been despatched, the responsibility for the delivery cost will be yours, should you decide to return any items.

If you have any questions, about delivery, please do not hesitate to contact us. Due to the nature of the courier service we use, we are unable to confirm a delivery time for your order it is normally between 8am and 5pm.

Returns

We really hope you are happy with your purchase. However, if not, we will do our best to resolve it for you in the quickest time possible. In law you have a 7 day cooling off period, within which you should notify us in a resonable way that you wish to cancel the contract and subsequently return the goods to us using an insured courier as soon as possible. Any goods returned for a refund / exchange should be in undamaged, unused and unopened condition please do not cut the straps on the box, slide them off so if the fire needs to be returned it will need all original packing in tact.

Please check the goods carefully upon delivery as once the goods are installed we cannot be held responsible for replacement or any costs incurred that arise from this.

Unfortunately, we cannot accept returns on items that are not suitable or that you do not like. These items will incur a 25% restocking charge, plus any original delivery charges that we paid.

Please ensure you use an insured delivery service to return items to us, as we will not be liable for goods that are lost / damaged in transit. You will need to arrange the delivery through your own courier.

Please email us before returning goods and ask for a returns authorisation number (RAN). This number must be clearly marked on the outside of the returned items packaging. Items not bearing this information will be refused on delivery.

Faulty Items

Unfortunately, sometimes products develop faults. If you think your product is faulty, and it is within 12 months of purchase, in the first instance, we ask you to consult the manufacturer's instructions. They should help you identify the fault, as most companies provide common fault and resolution information.

If the problem still occurs, the manufacturer will attend the premises and resolve the problem for you, under their 12 month guarantee. The most common place to find their contact details would be in the instruction book, however, if this is not possible, then please email us for more information.

Please do not hesitate to email us at anytime should you have any questions about your purchase. We are always happy to help and great customer service is our main aim.