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 satisfy your needs.

Fireplaces, fire surrounds and more
From Order to Delivery.......

Once your order has been received, our team will check your details, and email you confirmation and acceptance of the order. In the unlikely event that there is a problem with the order at this stage, we will either email you or telephone for more information.

The majority of stock items will be despatched within 7 days of receiving your order, however some products may take longer, depending on the stock status with our suppliers. In all cases, items will be despatched to you as quickly as we possibly can, and you will be kept informed of any changes in your order status along the way.

Customers are asked not to book the installation of your goods, prior to their receipt, as dates may change due to circumstances beyond our control.

Once payment has been taken and your order has been processed, we will deliver the goods to the specified delivery address. Unfortunately, we are unable to deliver to some remote post codes, and your payment will be refunded if you are affected by this.

If you are not there to receive the delivery, the courier will make a second attempt and leave a card so that you can re-arrage delivery at a suitable time for you.

If the second delivery is missed a charge of £10.99 will be added to your card.

Delivery is free in alot of cases but some Items will carry a £10.99 delivery charge to mainland uk destinations unless otherwise stated.

Prices of goods can be changed without prior notification.

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,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.

Unexamined or Unchecked will not cover you for insurance purposes so please either check carefully before signing or if the driver cant / will not wait sign box 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 him but it is not part of his job. 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 15% administration fee and the cost of the origional delivery.

As soon as the goods are with our courier, 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 4pm.

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.

Unfortunately, we cannot accept returns on items that are not suitable or that you do not like. These items will incur a 15% restocking charge, plus any origional delivery charges that we paid.

Please ensure you have used an insured delivery service to return items to us, as we will not be liable for goods that are lost / damaged in transit.

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

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 information.

If the problem still occurs, the manufacturer will be 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 customer service is our main aim.