Delivery and Returns

Once your order has been processed you will be directed to the Completed page within our site, which will state what you ordered and give you your order number. FIRES2U recommends you print this page and keep for your own records. In the unlikely event that there is a problem, once our team has checked your details we will either email or telephone you directly to inform you of this.
 
The majority of stock items will be dispatched within 7 to 14 working 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 dispatched 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.

Delivery

Once payment has been taken, your order has been processed and we have your product in stock, we will organise the delivering of the goods to the specified delivery address. We will always notify you via email to organise a delivery date of any of our products if we do not get a response via email we will contact you via phone. If the day we suggest is not suitable you can change it to another working day. On the whole delivery is included in our total price when address is within UK mainland. Unfortunately, we may not be able to deliver to some remote post codes or there may be an extra charge for some addresses, please look at the list on the Order Details page to see if these postcodes apply to you. If this applies to you please contact us directly to enquiry@fires2u.com before processing your order as you may incur further costs. The is also a delivery charge for some of the larger products on this website, however we will always contact you to inform you of these costs.

Delivery of boxed electric fires, gas fires or basket fire consists of taking ordered products to ground floor addresses front door.  If there are any special requirements you must make us aware of this before we organise the delivery of your product as these requirements may incur added charges or our courier service may not be able to deliver these products to you. If you do not tell us of any special requirements and the product cannot be delivered you will incur all delivery costs that occurred.

Due to the nature of the courier service we use City-Link, we are unable to confirm a delivery time for your order, which could be any time between 8.45am through to 5.30pm on a working day. Our courier will deliver the goods direct to your door, and will require a signature from the person accepting the delivery. If you notice any sign of damage to the product please mark the delivery note as "damaged" at the time of signing and leave the product in its damaged packaging and email us ASAP (no later than 24hours) informing of this problem. We cannot be held responsible for any damage to the goods caused by the courier if they are signed for and it is not stated that the goods were received in a damaged condition.

If you are unable to accept delivery on the day that has been agreed, please notify us ASAP (at the very least 36 hours ahead of the planned delivery day). If you do not notify us within this time and we try and deliver the goods to your home on the day that we agreed and scheduled, we reserve the right to charge additional delivery fee.

If you are not there to receive the delivery, city link will post a card through your letter box with all the relevant information as well as the delivery firms contact details. If any charges incur due to re-delivery this charge will automatically be passed to you by way of an additional charge to the card you used for your original purchase.

If your goods are not received by the courier on the organised day of the delivery by 5.30pm and no post card is posted through your letter box contact City Links Customer Service team on 08444 930 932 with your post code and your city-link job number (which we will provide you with) to track your package. This phone line is open until 7pm Monday through to Friday.

For all Cast Iron Stoves, Fireplaces, Electric Suites and Gallery Package suites products will be delivered on pallet. The pallet will be delivered by a van that has a tail lift and will deliver the pallet to a flat service outside the property or subject to access can put the pallet in your garage.  We will always contact you to organise a suitable day to get your pallet goods delivered to you.

Damaged Items

When a boxed good is first delivered to you, if you notice any sign of damage please mark the delivery note as "damaged" at the time of signing and leave the product in its damaged packaging and email us ASAP (no later than 24hours) informing of this. Any damage you notice to the actual product when the box has been opened should be reported by email to us within 2 days of receiving the goods. Once you have contacted us by email, and we have confirmed receipt of this email then have the item returned to us within 7 working days of receiving the item. 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. Not doing all of the above will nullify any claim you can make for the damages to the product.

Damaged items reported within this time frame, will of course be repaired / replaced free of charge as soon as possible and redelivered to you. FIRES2U will also refund the cost for having the damaged part delivered to us if the part is found to be damaged, however we will enquire a copy of your invoice for the delivery, which needs to be send to us through post or email.

If product is found not to be damaged, you will pay for all delivery costs made as well as a labour fee (15%).

Returns and Cancellations

If you are not totally satisfied with your goods, you have the right to return your order as long as you email   FIRES2U within 7 days of receipt of your product. (Within your email you must state the product you have purchased and include your name, invoice number and the name of all the products you wish to return and FIRES2U will then email you a reply stating their Return policy which you must read and agree too. A Returns Authorisation Number (RAN) will be then be issued to you. The RAN must be marked clearly on the package by you before you return the product to us. Items not bearing this information will be refused on delivery. 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. You will receive a refund provided that you return the goods delivered back to FIRES2U as they were sold in new, unused and complete condition in their undamaged original packaging with all components and accessories. However we will deduct original delivery cost of this product.

If we receive an item that either is not in the condition we sent it or it has any missing components we shall also charge you the cost to cover these items by way of an additional charge to the card you used for your original purchase.

If you want to cancel an order before you have received it and agreed a delivery date, you must email FIRES2U to cancel the order. Within your email you must state your name, invoice number and the name of all products you wish to cancel.

Returned or cancelled emails, please send to sales@fires2u.com

Faulty Items

All goods should be checked and inspected within 7 days of delivery. If the product is faulty contact us by email within this time period. Once we have confirmed receipt of this email, have the item returned to us. Please ensure the product is returned with all its manuals, accessories and other components and it is in its original packaging. Also use an insured delivery service to return items to us, as we will not be liable for goods that are lost / damaged in transit. If we receive the product and the product is faulty, we will normally replace the item and refund the cost for having the product delivered to us after we have received your invoice for this service.

Sometimes, products develop faults. If you think your product is faulty, and it is within 12 months of purchase, 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 and the product is under its guarantee/warranty period, contact the manufacturer directly to report the problem with your product. You should find the contact details either on the box or within the manufacturer’s literature. However, if you cannot find this information, send us an email directly to enquiry@fires2u.com and state the manufacture contact details you need and we will email them to you.