Delivery and Returns Information


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 contacted within 7 working days of receiving your order, however some products may take longer (14 working days), 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 always be informed of a delivery date via email and/or phone. Also if the date we suggest to you via email and/or phone is not suitable you can change to another working day that is more convenient for you.

Customers are asked not to book the installation of your goods prior to receipt of them and also inspecting them.

Delivery

Once payment has been taken and your order has been processed and we have your product in stock, we will organise the delivery of your goods to your 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 date we suggest is not suitable you can change it to another working day.* 

Delivery is included in all our prices when your address is in UK mainland (which includes Mainland England, Scotland and Wales only). Unfortunately there are extra charges for some postcodes these charges can be viewed when you reach the View Basket page. If you address is not classed as UK mainland with our courier service and you cannot find your postcode under Zone B, Zone C, Isle of Wight or Isle of Man on the View Basket page please contact us via email at sales@fires2u.com with your address details and the item you wish to purchase and we will provide you with a price for delivery. Regards delivery of Surrounds, Fireplace suites and Packages and stoves if your postcode comes under under Zone B, Zone C or Isle of Man please contact us via email at sales@fires2u.com with your address details and the item you wish to purchase and we will provide you with a price for delivery.

Delivery of boxed electric fires, gas fires or basket fires only (please see information on pallet delivery in the below paragraph for stoves, surrounds and fireplace suites) consists of taking ordered products too 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 carry this out for you. If you do not tell us of any special requirements and the product cannot be delivered you will unfortunately incur any extra delivery costs.

Due to the nature of the courier service we use delivery can be any time between 7am through to 7pm on a working day (Monday thru to Friday). DPD Local deliver our parcels directly to our customer’s doors, and they will require a signature from the person accepting the delivery. If you notice any sign of damage to the packaging 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 us of this information. 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.

You can now track your parcel on the day of delivery on DPD Local website by entering your job number on their track your parcel facility.

DPD Local offer a Pre 12pm Service Monday thru to Friday which starts from £21.00 and a Saturday service which starts from £21.00. Please contact us directly via email at dpdlocal@fires2u.com if you are interested in upgrading to any of these Parcel Force services (please note these services are non-refundable).

If you are not there to receive the delivery, the courier service will put a postcard through your letter box with all the relevant information as well as their local depot contact details. If any charges incur due to re-delivery this charge will automatically be passed to you by way of an additional charge on the debit/credit card you used for your original purchase.

If your goods are not received by the courier on the organised day of the delivery by 6.30pm and no postcard has been posted through your letter box, contact the courier directly via email or phone DPD Local Customer Service team on 0500005005 (this phone line is open 8am thru to 7pm Monday through to Friday) with your tracking job number (which will be emailed to you by DPD Local, please check your junk or spam box for this email).

*For all Pure Glow gas, electric or flueless fires, they deliver all there fires directly to our customers from stock they use there own courier service. If the is no one to sign for the delivery on the first attempt you will receive a Interlink postcard and they will automatically attempt a second delivery the following working day unless you contact them directly stating another more suitable delivery day.

**For all Gallery open fronted gas fires they deliver all there fires only directly via DPD this courier service will text you to confirm which date the fire will be delivered to you and allows you to change the date if this day is not suitable for you.

***For all
Be Modern gas fires and electric fires, they deliver all there fires directly to our customers from stock they will therefore contact you via phone to organise a suitable date to get there products delivered to you if the date they suggest is not suitable you can change to another working day.

 ***For all Flamerite electric fires and electric fireplace suites, they deliver all there products directly to our customers and will therefore contact you via phone to organise a suitable date to get there products delivered to you if the date they suggest is not suitable you can change to another working day delivery is approx 2 weeks.

****For all Eko fires gas fires, electric fires or flueless fires, they deliver all there fires directly to our customers from stock they use there own courier service. If the is no one to sign for the delivery on the first attempt you will receive a Interlink postcard and they will automatically attempt a second delivery the following working day unless you contact them directly stating another more suitable delivery day.

****For all Dimplex electric fires or stoves, they are delivered directly to our customers from stock. The courier service they use is UPS however yu will be contacted via email to confirm a suitbale delivery date, which can be changed to another working day.

Pallet Deliveries

For all DRU fires and Solid Fuel Stoves, Celsi (large) hang on the wall fires, Surrounds, Fireplace Suites and other Stoves all these items 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 they will not take the goods into your premises for insurance reasons.*  The Pallet company will always contact you via phone to organise a suitable day to get your pallet goods delivered to you and so you can make sure the will be adequate individuals at the premises . When signing for the goods, please check for any damage to the Pallet/Packaging and Products. If there is no visible damage we advise to state unchecked and sign for the goods however if there is any damage noticed please mark the delivery note as damaged at the time of signing and check goods within 24 hours of receiving them.

Please note if goods are refused due to the driver not taking the products into your home for Pallet deliveries you will be charged for this failed delivery attempt and to deliver the goods back to ourselves or the manufacture.

*For all  BeModern and Cast Tec fireplaces suites only - Be Modern and Cast Tec provide our customers with a 2 man premier service which is included in our low prices!

Damaged Items

When a product is first delivered to you, if you notice any sign of damage to the packaging please mark the Delivery note or Hand-held Machine 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/packaging has been opened at the delivery address should be reported by email to us within 48 hours of receiving the goods and attached to this email an image of the damaged discussed. Once you have contacted us by email, and we have confirmed receipt of this email we will instruct you of what you need to do next via email.

Damaged items reported within the above time frame, will of course be repaired / replaced free of charge as soon as possible and redelivered to you.

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

If the is damage to a part only a replacement part will be sent directly to you once we receive invoice number, part name/number (this can be found in the installation information that comes with the appliance) and the serial number of the appliance.

Please note we will not accept liability for claims for goods which are either damaged or incorrect when we are not notified within a reasonable time scale after the goods have been delivered to you or they have been installed.

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 14 days of receipt of your product. Within your email you must include your name, invoice number, the name of the product(s) you wish to return and the reason why you wish to return the product, 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. A refund will be issued minus £3.50 for banking costs however if the product has been ordered in for you and it has been dispatched to our warehouse you will also be charged a restocking fee.

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

Please note any parts that are specially ordered in for you and/or your fire appliance, goods within our Special Offer section and also upgraded delivery services are non-returnable/refundable. Please see our Terms and Conditions to see full list of  "special items" that are also non-returnable under point 7.6.

Refunds will be completed by the same method of payment you used, within 14 days of either returning the order to our warehouse or for goods that have not been dispatched this time period will start from when an email has been received to cancel your order.


Faulty Items

Unfortunately 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 us via email with the name of the appliance, the Serial number (which is located on the appliance itself), image of fault (if applicable), if the appliance is a gas fire your Gas safe fitters registration number and your Full address details (of where the fire is fitted) and Contact number once we have this information we will then contact the manufacturer via fax/email to report this problem for you. Send these emails to faults@fires2u.com the manufacture will then contact you directly via phone to resolve this matter for you.

 




Baxi Wall Heaters Be Modern Fires and Fireplaces Broseley Stoves Burley Flueless Gas Fires and Electric Fires Cast Tec Fireplaces Agnews Premier / Integra Casts Celsi Electric Fires and Electric Fireplace Suites Crystal Gas Fires Dik Geurts Stoves Dimplex Electric Fires and Electric Stoves DRU Fires, Stoves and Wall heaters Ekofires Flueless Gas Fires and Gas Fires Flamerite Electric Fires and Electric Fireplaces Flavel Gas fires and Solid fuel Stoves Fresssh Radiators Gallery Fireplaces, Gas Fires and Stoves Heat Outdoors Hillandale Stoves Kinder Gas Fires Kohlangaz Gas Fires Legend Gas fires Pure Glow Fires and Fireplaces Robinson Willey Gas Fires Spartherm Stoves Valor Gas Fires and Electric Fires Verine Gas Fires Vision Gas Fires
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