Delivery and Returns Information

Delivery and Returns

As we are online business and many of our manufactures deliver directly to our customers we are able to stay open throughout November and supply fires and fireplaces during these uncertain times, to make sure our customers homes are warm.

As most our stock is now delivered directly from our Manufactures to our customers so we can offer you the fastest delivery timescale possible however during November & December delivery can be 2 weeks if you need to find a delivery date before placing the order please email sales@fires2u.com or ring 0151 525 9980 during our office opening times with the name of the product and your postcode and we will confirm delivery timescales.

Some manufactures are quoting 4 weeks for delivery so please ring 0151 525 9980 and we can then confirm your item will be delivered before Christmas

Customers are asked not to book the installation of your goods prior to receipt of them and also inspecting them before the installer arrives at the property.

 
Delivery

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, or Isle of Wight  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 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. Please note we do not deliver any of our items to the Isle of Man unfortunately.

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.

*For all Pure Glow gas, electric or flueless fires, they deliver all there fires directly to our customers from stock they use their own courier service. If the is no one to sign for the delivery on the first attempt you will receive a DPD local 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 larger items their pallet company will contact you via phone to organise delivery.

**For all Gallery boxed fires they deliver all there fires only directly via DPD local 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 larger items their pallet company will contact you via phone to organise delivery.

***For all
Be Modern & Elgin & Hall  gas fires and electric fires, they deliver all their items 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 their fireplaces suites they offer their amazing two man delivery service click here to find out more


****For all Eko fires boxed fires they deliver all there fires only directly via DPD local 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 larger items their pallet company will contact you via phone to organise delivery.

*****For all Baxi  Dimplex and Valor  boxed fires and wall heaters they deliver all there fires only directly via DPD Red 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 Burley flueless fires and electric fires, they deliver all there fires/stoves directly to our customers from stock they will therefore contact you via phone/email 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
Crystal boxed fires they deliver all there fires only directly via DPD local 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 their larger hole in wall gas fires they use a Pallet company this pallet company will contact you via email to confirm a delivery date.

*******For all
Flamerite delivery's you will be contacted within 3 weeks via phone to confirm delivery within approx 4 weeks, if the date suggest is not suitable you can change to another working day. 

*******For all BFM Europe deliverys (which include Verine, Kinder, Flavel, The Collection, Portway stoves and Celsi fires) for boxed standard fires you will get text message from UPS to confirm a delivery date and for all larger fires and suites they will be delivered on pallet an you will get phone call to confirm a delivery date with the pallet company.

Pallet Deliveries

For all DRU fires and all Large fires and Large items they will all 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 damage is reported outside of this time scale or not carried out as stated above we unfortunately cannot be liable for any damage that has occurred while in storage at delivery property or when moved to a address that is not the delivery address. 

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 (including glass) 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), image of damaged part and the serial number of the appliance to sales@fires2u.com

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, they have been moved by yourself to another address 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 or are listed as ‘optional extras’, 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.

If the is duplicate appliances on the order and just one appliance is damaged then that appliance will be fixed/returned separately and the other items will be seen to be able to be installed by yourself or your installer. 

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 or contact the manufacturer's techincal line which can be found within this information or via our contact page. The manufacture 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 you can contact the manufacture directly or you prefer to contact us, send via email with the name of the appliance, the Serial number (which is located on the appliance itself), description of the fault, if the fault is cosmetic an image of this sent via email, 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 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.

For all gas appliances that develop fault after the item has been installed by a gas safe registered installer, the appliance must be inspected by the manufacture at the installation address so the manufacture can check the product and also how it has been installed.




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 Gas fires and Gas Stoves Dru Wood Burning & MF Stoves Ebios Fires Ekofires Flueless Gas Fires and Gas Fires Elgin and Hall Evolution Stoves Flamerite Electric Fires and Electric Fireplaces Flavel Gas fires and Solid fuel Stoves Fresssh Radiators Gallery Fireplaces, Gas Fires and Stoves Kinder Gas Fires Kohlangaz Gas Fires Michael Miller Collection Portway Stoves Pure Glow Fires and Fireplaces Robinson Willey Gas Fires Spartherm Stoves Valor Gas Fires Verine Gas Fires