Wood Burning Stove Deal

Frequently Asked Questions

Below you will find a number of questions that we are asked on a regular basis relating to the service that we offer. If you have a question not listed below, please feel free to email us and we will respond as soon as possible.

How much will delivery cost?

The majority of orders over £300 will be delivered free of charge. On some addresses in the Scottish Highlands we do have to make a nominal delivery charge which is outlined in the checkout section once you have entered your location. For orders of less than £300 there will be a small delivery fee of £7.50 of £15.00 in the more extreme highland areas. We regret that at present we can only deliver within mainland UK.

When will I receive my order?

Delivery times vary according to the product and manufacturer. At present we aim to deliver all orders within 14 days, although we do advise that some orders may take up to 28 days. If you have not been contacted within the usual 14 days and time is of the essence, please call our office for a progress report. We will deliver your order earlier if it is available. On all larger orders we will contact you before the despatch of your order to arrange a suitable date for delivery. Deliveries will be made using our selected courier company or through a more practical source if available. Due to the nature of the courier firm we are able to specify a delivery date, although we are unable to specify a delivery time during the day.

What is your privacy policy

We do not disclose buyers information to third parties. Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item.

What is your returns policy

By reading the information available on this site we believe you will be able to purchase a suitable product every time. You may for any reason cancel your order, at any time before the goods are despatched, or within 7 working days from receiving the items. This does not affect your statutory rights as a consumer. Fires Online will make a full refund (excluding the cost of shipping the item to you), providing the goods are returned in a resaleable condition, with their original packaging and within 7 days of receiving the order. We will refund your payment within 14 days of the goods being returned. We can not however be responsible for the cost of returning any goods. We strongly recommend that you use a tracked and insured postal/carrier service to return the goods to Fires Online. If when you receive your order there are any damaged or faulty goods, please let us know immediately and we shall arrange for a replacement to be sent to you. We may ask that the original item be returned to us so that we can return it to the manufacturer for inspection. Complaints will be responded to quickly and certainly within 5 working days. All notices of order cancellation, return of goods, or complaints, must be made in the first instance via e-mail to: admin@firesonline.com.

Do you have catalogues?

Unfortunately due to the vast number of suppliers and products, which are changing all the time, we do not produce an offline brochure at present.

What is Fires Onlines delivery policy?

All orders valued over £300 are delivered free of charge. Orders under £300 are subject to a £7.50 delivery charge. Larger orders will be transported directly to your home via our contracted nationwide delivery company at a date convenient to yourself. Smaller orders may be delivered by a parcel service. Although care is taken to arrange a successful delivery it is not always possible to guarantee a tail-lift or two man service on all larger items, therefore a rescheduled delivery date will be arranged. We contact you directly when all larger items are to be dispatched to arrange a suitable delivery day (at present we are unable to give a specific time). We take care to ensure all deliveries are packed suitably and dispatched to our schedule, although using an independent carrier, we are unable to accept responsibility for delays incurred after items have left ourselves. At present we are unable to deliver outside mainland UK.

What if my delivery contains damaged goods?

We try to ensure through careful packing and a reputable delivery company that your order reaches you in perfect conditions, however on rare occasions items sustain minor damage during shipping or contain a manufacturer's defect. We recommend that all goods be inspected for damage on receipt and should you discover a problem you should notify the delivery driver immediately. To ensure a quick repair or replacement, contact us immediately on 01745 582300 or e-mail us at customerservice@firesonline.co.uk. We will arrange for the goods to be repaired in your home if possible or send you replacement parts. Alternatively we will arrange to have them returned to the manufacturer. If items need to be returned please keep the original packaging. All returns and repairs must be arranged through our Customer Service Department (we are unable to pay for repairs or returns which we have not authorised).

What is your warranty policy?

All of our products are genuine branded items as stated and come with a full manufacturer's warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer's warranties will generally be attached when you receive your items. If you are unsure as to the warrantee on your item contact us on 01745 582300 or e-mail us at customerservice@firesonline.co.uk. Your statutory rights are not affected.

Can I cancel my order?

You are able to cancel your order at anytime up until you receive your confirmed delivery date. You will not be charged for cancelling your order. Orders cancelled after this time will incur a £15 cancellation fee to cover our delivery costs. Your account will be credited with the full transaction amount minus any cancellation fee incurred.

What if I am unable to take delivery of my order when it is ready?

As outlined earlier, on all larger orders we will contact you to arrange a date convenient for delivery. If you are unable to take delivery at that time we will store your items free of charge until a suitable delivery date can be arranged.

How safe is it to give my credit card details online?

Shopping online is now as safe as using your credit or debit card over the phone or in a traditional shop. All card details are encrypted in the software when the order is placed using 128 bit encryption and sent over a secure server. They are only decrypted after they reach our computer. They are not held in clear text on any web site. A secure page is denoted by a small padlock at the bottom right of your page in 'Internet Explorer' or a small key in 'Netscape Navigator'. If you still prefer not to send your credit or debit card number over the Internet you can print out our order form and fax it to us on 01745 584095 or place your order by telephone on 01745 582300. We know of no documented cases of credit card fraud using our shopping system over the Internet.

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