Delivery & Returns
FIRES2U.COM Offices will close at 2pm on Friday the 20th December 2024 for the Christmas period and will be back open on Monday 6th January 2025 at 9.30am so all orders and emails sent during this time will be processed when our office is back open.
We would like to wish all our customers a very Happy Christmas and prosperous New Year!
If you need to find a delivery date before placing the order, for each individual product if you look at the Delivery information which is located at the bottom of the page of the product it will give more detailed information. Alternatively pease email sales@fires2u.com or ring 0151 525 9980 with the name of the product and your postcode and we will confirm delivery timescales. Customers are asked not to book the installation of their goods prior to receipt of them and inspecting them. We always advise customers to speak a fitter (if required) before purchasing any product to make sure it will be suitable for your homes individual needs. We can also always email you the installation information of any of our products before you purchase (this information can also be found on the products description page within specification), contact us on sales@fires2u.com and state the manufacture and name of the product.
Delivery is usually included in all our prices when your address is in the UK mainland (which includes Mainland England, Wales and Scotland). There are extra charges for some postcodes and these charges can be viewed when you reach the basket page and enter your delivery postcode.
Unfortunately, as most of our items are delivered directly to our customers from our manufactures occasionally some items may not be flagged as occurring an additional cost until the order has been processed with the manufacture, however if this occurs, you we will be contacted ASAP.
When you contacted about delivery a delivery date will be given within a few working days of this email, text or phone call unfortunately our manufactures couriers cannot hold the goods for longer than a week, if you therefore want to place an order and do not require it ASAP please email sales@fires2u.com or ring 0151 525 9980 before processing your order and we will confirm how we can process this type of order for you so no additional costs are flagged up.
Delivery of boxed electric fires or gas fires consists of delivering ordered products to a ground floor address front door.
Please note deliveries are made Monday thru to Friday only (excluding Bank holidays).
Finally for security reasons we will only ship to the card registered address. This is a precautionary measure we had to implement to protect our customers. Unfortunately fraudulent use of credit cards continues to exist and this is one of the ways we try and ensure that no one is using your card illegally. If you would like the goods delivering to different address please email sales@fires2u.com and we will email you the details to carry this out.
Pallet Deliveries
All DRU fires, Crystal fires large Hole in Wall Gas fires only, Large fires, Stoves, Baskets, Surround and Fireplace suites will all be delivered on a pallet. The pallet will be delivered by a van that has a tail lift and it will be delivered to a flat service outside the property the goods will not be taken into your premises for insurance reasons and will be left on the pallet.*
The Pallet company will always contact you to organise a suitable day (via Phone and/or Text) to get your pallet goods delivered to you and so that you can make sure the is 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. Please check all goods within 24 hours of receiving them for damage.
Please note if goods are refused due to the driver not taking the products into your home or if you are not at the delivery address on the date agreed with the courier, you will be charged for this failed delivery attempt and to deliver the goods back to ourselves or the manufacture if they have delivered directly.
*For all BeModern and Elgin & Hall Fireplace suites a 2-man premier service is provided, which is included in our 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).
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 include an image of the damage. 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 an 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 sales@fires2u.com 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. We will then email you a reply stating our 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 at your own cost. 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 as they were sold in new, unused and complete condition in their undamaged original packaging with all components and accessories and we receive the items within 14 days of cancelling. 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 sales@fires2u.com 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 0.90% to 3.5% of the total cost of your product depending on what payment you picked when you processed the order online or via phone (to cover PayPal and/or banking costs) however if the product has been ordered and you have been given a delivery date by ourselves or the manufacture you will also be charged the original delivery cost and delivering the item back to ourselves or the manufacture.
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" are non-returnable/refundable.
Within our Terms and Conditions please see full list of products that are classed as "special items" that can not be cancelled once ordered and are also non-returnable/refundable 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 technical line. 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 please see their contact details by clicking here. If you prefer us to contact the manufacture for you, please send via email your order/invoice number, the name of the appliance, the serial number (which is located on the appliance itself), description of the fault, if the appliance is a gas fire your Gas safe fitter’s registration number and your Full address details (of where the fire is fitted) and Contact telephone number. We will then forward to the manufacturer via email to report this problem for you. The manufacture will then contact you directly via phone or email to resolve this matter for you.
For all gas appliances that develop a 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.
