Shipping and Returns Information
Our main aim at Fireplacestoreonline.com, 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.
Our aim is always to despatch your goods as quickly as possible. Some items, we are able to deliver in as little as 24 hours from ordering. The majority of stock items will be despatched within 7-10 working 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.
Once your item is ready to be despatched, we will send you an email to confirm the delivery arrangements and normally your item will be with you the following day.
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 change without notice.
Please see our terms & conditions for this information
We only use the best national courier services to deliver your parcel. Your delivery will arrive courtesy of APC or XDP for parcels and UPN XDP for larger items.
If you are not in to receive the delivery, the courier will leave a card so that you can re-arrange delivery at a suitable time for you. If the second attempt at delivery is missed there MAY be a charge of upto £15.00 which we reserve the right to charge to your card to cover our costs (this does not happen in the majority of re-delivery cases).
Deliveries are door to door, or in the case of items on a pallet, kerb to kerb. It is very important you have enough people available on the day to handle the goods once they are at the door / kerbside.
Delivery is free on most items, however some individual 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. 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 providing this is done within 14 days of receipt. Return of the goods will be at your cost and must be fully insured for the return. We will make a deduction from the refund for any diminution in value of the returned goods due to handling.
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 6pm.
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 14 day cooling off period, within which you should notify us by email 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.
We may make a deduction from the amount refunded for any diminution in value of the goods returned due to handling.
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.
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.
We do not accept returns outside of the first 14 days. Should we make an exception to this, the goods will be subject to a minimum 25% restocking charge and the cost of the original delivery fee.
Please see our terms & conditions for this 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.