Product Guide – FAQ
Frequently asked questions
Q. I have received more than 1 order confirmation, does this mean I have ordered more than 1 fire?
A. No. This usually happens if you have gone back to edit your address or order details, you are just receiving a confirmation of the details you have changed. Your order is confirmed in 2 parts; the first email confirms your address & product details and the second email confirms that your payment details have been received by our secure server.
Q. When do you take payment from my credit/debit card?
A. We only take payment when we have the goods in stock and we have notified you of the delivery date. If you have internet banking you may see a "pre-authorisation" on your account. This means that our bank has confirmed with your bank that you have a valid account and funds available to make the purchase.
Q. Can I specify a time of day for my delivery?
A. Yes. Our standard free delivery for gas and electric fires is Monday to Friday 8.30-5.30, however you may want to choose a more convenient time. Just add in the comments box of your order the type and cost of premium delivery you would like and we will debit the correct amount to your card before despatch. Please note that the premium delivery charge will not appear on your emailed order.
This service only applies to orders placed through our website. Our showrooms have their own local policies for delivery, contact your local showroom for details using the 'Showrooms' tab at the top of this page.
Carrier Premium Delivery Options £ (inc vat) Gas & Electric Fires Only
Weekdays
8.30am - 5.30pm FREE
Before 10.00am* £12
Before 12.30pm £6
*Before 10.00am service is not available in Scotland
Saturdays
Before 10.00am £26
Before 12.30pm £20
Off Shore (weekdays only) (up to 30kg weight)
Northern Ireland (2) £25
Isle of Man (2) £25
Isle of Wight (1) £25
Consignments over 30kg approx £35 (actual price confirmed on request by email)
*Before 10.00am service is not available in Scotland
Please note that although premium payments are made by You and requested by Us we cannot absolutely guarantee delivery within these times as we use a third party carrier. Our carrier is extremely reliable but we cannot accept responsibility for delivery issues out of our control. Regrettably we cannot refund any premium payments made for delivery if the carrier is unable to meet the requested service times.
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