Frequently Asked Questions
Q: What are your Christmas Opening times?
A: We 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.
Q: Does the prices of your Gas fires. Electric fires, Flueless Fires, Stoves or fireplaces shown on your website include VAT?
A: Yes
Q: What is the cost of delivery of your fires and fireplaces?
A: Delivery is included in the total price on the majority of our products when being delivered to England, Wales and Mainland Scotland. The is delivery charges to Scotish Highlands and IOW and unfortunalty we do not deliver to IOM, Scottish Islands or anywhere in Ireland.
Q: How do you get your prices so low?
A: We have been in business as part of a large and successful fireplace manufacturer and retailer of gas fires and electric fires for over 40 years. We have therefore built up an enviable reputation by guaranteeing our customers competitive prices without compromising on quality. The fact that we are operating fires2u.com through the Internet inevitably allows us to also keep our own costs to a minimum and all items are delivered direct from the manufacture to our customers apart from the DRU range.
Q: Is your payment section secure to use my credit or debit card on?
A: Yes, our website adheres to the most stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process. We also now operate 3D Secure credit and debit card authentication process operated in partnership with your card issuer.
Q: Can I have the delivery made to another address other than my home?
A: No, 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. We do however accept Cheque's and Bank transfers or if you want to discuss further email sales@fires2u.com
Q: I have tried to purchase a fire and/or fireplace via from your website, but it keeps cancelling my order?
A: When entering your Billing Address you must make sure you enter it exactly how it appears on your Credit / Debit card Statement. Therefore if it starts with your House Number or Name first, please make sure you enter this into your first line of Delivery details. Also when entering your postcode make sure you enter all the correct letters and numbers. If you address is entered incorrectly and doesn't read how it states on your debit / credit card statement the order will not be accepted. However if you continue to have any other problems please do not hesitate contact us on 0151 525 9980 or email.
Q: Do you have a Discount code?
A: No as we just make sure we keep our prices low all year round to all our customers. We have been aware of bogus websites that state they have discount codes for our website but they are not vaild.
Q: Do you have Sales (Summer Sales, January Sales, Black Friday etc)?
A: No as we just make sure we keep our prices low all year round. We occasionally have one off items we put in our Special Offer tab, but these items are limited by stock.
Q: Can you confirm delivery timescales?
A: Yes please email us at sales@fires2u.com with the name of the appliance and your postcode and we will confirm delivery dates ASAP via email
Q: Do you have a showroom?
A: No we are just an online retailer.
Q: Do you sell parts?
A: No we do not but if you contact the manufacture direclty they will be able to advise if you can purchase parts direclty from them or were the parts can be purchased from, please click here to see link of manufacture contact details.
