Expert Advice, 1st Class Service
& Competitive Prices

Delivery & Returns

Delivery

Our products are usually delivered within 10 - 14 working days of you placing your order. However we do not guarantee delivery until 30 days after the order has been placed. If an item is marked as 'out of stock' then delivery may take substantially longer. We strongly recommend you call us before ordering an out of stock item to check with us when we expect we will be able to deliver your item. If you need your products to be delivered by a specified date that is sooner than 30 days after your order please call us on the number below prior to making your order. Once we dispatch the items to you we will send an email to let you know that it is on its way. Our couriers deliver between 8am and 6pm. Obviously you the customer recognise that we do rely on outside courier services to deliver your products and hence perform part of the contract we have with you. We monitor the performance of our couriers continuously and in the vast majority of cases our products are received in a timely manner. In the small number of cases where due to circumstances beyond our control our products are not delivered on time, as soon as we learn of this, we will do our utmost to make sure the product is delivered to our customer as soon as possible.

Delivery Costs

The prices shown on our website and the amounts we take an authorisation for when customers pay for products through our website do not include delivery costs. If delivery costs apply to a product you have ordered we will contact you with a quote for delivery. If at this point you are not happy with the price and want to cancel the order you can do so and you will not be charged (we only take an authorisation from your credit card or chosen method of payment, not actual payment until we have confirmed the order with you, and will cancel the authorisation if you want to cancel the order). We offer free delivery to customers in areas within 10 miles of our shop in Glossop. For all other customers we will charge delivery costs at the same price as we pay our couriers. Due to the complex calculations involved in working out delivery costs for parcels of different sizes and weights to different areas, we cannot give definite prices on this website. Some of our manufacturers will ship your products directly to you meaning that for some products there will not be a delivery charge in addition to the price.

If you choose you can pick up your products from our shop in Glossop Derbyshire (approx 10 miles South East of Manchester, 3 miles from the end of the M67) or arrange for your own courier to ship the products. Please let us know beforehand if you are picking up your own products so that we make sure it is ready for you when you arrive.

Guarantee

If the product you order doesn't match up to the specifications as described on this website, is damaged in any way when it is delivered, is delivered unacceptably late or you are in any other way dissatisfied with the product please call us as soon as is convenient so that we can discuss how to resolve the issue. If the product is damaged we will either send you replacement parts or arrange for the product to be collected and returned to us for repair or replacement. All the products we sell are covered by a manufacturers guarantee. Again you should note that your rights under current consumer protection laws are not affected.

30 Day money back guarantee

We give all of our customers a 30-day money back guarantee. If you return the product to us, at your own expense, unused and in its original packaging within a period of 30 days from the date the product has arrived with you or the date you have picked the product up from us we will give you a refund of the money you have paid us for the product minus any delivery and shipping expenses we have incurred. This money back guarantee does not affect your rights when we are at fault — for example, if goods are faulty or mis-described. To request your money back under this guarantee, please e-mail us or write to us at the address below. Returned products will not be accepted if you have not contacted us prior to sending them. We will refund your money within 30 days from the date we receive the goods. You do not have to give any reason for requesting your money back, however a brief explanation will help us to improve the service we offer to customers in the future. You are responsible for the risk of loss or damage during shipping when you return goods, so you should take out enough postal insurance to cover their value. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

Cancellation of order policy (Cooling-Off period)

If you wish to cancel your order you can do this up to 7 days after the order has been placed. If you decide to cancel please call us as soon as possible so that we can cancel the order if the product has not already been shipped to you. We will also require a written request to cancel from you sent to the address below. If the product has already been delivered to you, you will need to return the product to us unused and in good condition. You do not have to give any reason for cancelling, however a brief explanation will help us to improve the service we offer to customers in the future. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value. If you cancel your order you will receive a full refund within 30 days. If a period of longer than 7 days has passed since your order was delivered, please refer to our 30 day money back guarantee above.

Faulty goods

If there is a problem with the goods, please contact us to discuss the matter further. If the goods are found to be faulty within a reasonable time after delivery, you may reject them and claim a full refund. If a fault is found later on, or if you delay in making a complaint, you will still be entitled to a repair or, if a repair cannot be done without causing you significant inconvenience, a replacement. If a replacement is not available, you may be able to claim a part or full refund of your money.

Refunds

In the event of loss, late delivery or damaged products, when a replacement is not available, we will arrange for the product to be picked up wherever possible and refund you the full amount you have paid for that product. If your payment has been made by credit card the refund will be made to your credit card company. If you have paid us by cheque we will post a cheque to you promptly. Our major concern is maintaining happy relationship with our customers.

Complaints Procedure

If you have a complaint please call, email or write to us and we'll do our best to resolve the issue for you.

Your IP Address is: 54.92.148.165
Copyright © 2019 Fireplaces Online. Powered by Zen Cart