Delivery & Returns information
Delivery Zones
Contact : info@fireoptions.co.uk
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General
Once your order has been processed you will be directed to the Completed page within our site, which will state what you ordered and give you your order number. We recommend you print this page and keep for your own records. You will also receive an email confirmation of the transaction from us.
In the unlikely event that a problem is discovered, once our team has checked your details we will either email or telephone you directly to inform you of this.
The majority of stock items will be despatched within 5 to 14 working days of receiving your order, however some products may take longer, depending on the stock status with our suppliers. In all cases, we will dispatch your purchase to you as quickly as we possibly can, and you will be kept informed of any changes in your order status along the way.
Please do not book the installation of your goods, prior to their receipt, as dates may change due to circumstances beyond our control.
Delivery
Once payment has been made, and we process your order and have your product in stock, we will organise the delivery of your goods to the specified delivery address. As a whole delivery is free in the UK mainland. Unfortunately, we maybe unable to deliver to some remote post codes or the may be an extra charge for some addresses, please look at the list below to see if these postcodes apply to you. If this applies to you please contact us directly at info@fireoptions.co.uk before processing your order as you may incur further costs. There is also a delivery charge for some of the larger products on this site, however this will be shown on the View Basket page and will be next to the delivery section.
Our delivery service entails the taking of the ordered products to the ground floor addresses front door. If you have any special delivery requirements you must make us aware of this before we organise the delivery of your product as these requirements may incur added charges or we may not be able to deliver this product to you. If you do advise us of any special requirements and, as a result, the courier is unable to deliver then you will incur all delivery costs that occurred.
Before the product is dispatched we will email you to give you the opportunity to arrange someone to be there to receive the delivery. We utilise a courier service provided by Business Post and due to its nature, we are unable to confirm a delivery time for your order only a day, which could be any time between 8.00am through to 5.30pm on a working day. Our courier will deliver the goods direct to your door, and will require a signature from the person accepting the delivery. If you notice any sign of damage to the product please mark the delivery note as "damaged" at the time of signing and leave the product in its damaged packaging and email us ASAP (no later than 24hours) informing us of this problem. We cannot accept responsibility for any damage to the goods caused by the courier if they are signed for and it is not stated that the goods were received in a damaged condition.
If you are unable to accept delivery on the day that has been agreed, please notify us ASAP (at the very least 36 hours ahead of the planned delivery day). If you do not notify us within this time and we try and deliver the goods to your home on the day that we agreed and scheduled, we reserve the right to charge a second delivery fee.
If you are not there to receive the delivery, the courier will post a card through your letter box with all the relevant information as well as the delivery firms contact details. If any charges incur due to re-delivery this charge will automatically be passed to you byway of an additional charge to the card you used for your original purchase.
If you do not receive your goods by 5.30pm from the courier on the organised day of the delivery and no post card is posted through your letter box contact Business Post Customer Service team on 08451 552 552 with your post code and your Business Post job number (provided by us when we confirm delivery) to track your package. This phone line is open until 5.30pm Monday through to Saturday.
Stone and Marble Fireplaces are free delivery to certain parts of the mainland UK. Please Check Here to see if a delivery charge is applicable for your area.
Damaged Products
When your purchase is first delivered to you, if you notice any sign of damage please mark the delivery note 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 has been opened should be reported by email to us within 2 days of receiving the goods. Once you have contacted us by email, and we have confirmed receipt of this email then have the item returned to us within 7 working days of receiving the item. Please ensure you have used an insured delivery service to return items to us, as we cannot accept liability for goods that are lost / damaged in transit. Not doing all of the above will nullify any claim you can make for the damages to the product.
Damaged items reported within this time frame, will of course be repaired / replaced free of charge as soon as possible and redelivered to you with the cost for having the product delivered to us refunded should the product be found to be damaged, however we will require a copy of your invoice for the delivery to arrange reimbursement, which needs to be send to us through post or email.
If the product is found not to be damaged, no refund for the delivery costs will be made and you will pay for delivery costs back to you as well as an admin fee of (10%).
Cancellations and Returns
Should you decide to return the goods, we will of course offer a refund as long as you contact us by email. Once you have contacted us we will then provide you with a Returns Agreement Code (RAC). The RAC must be marked clearly on the package by you before you return the product to us at your own expense. Delivery of these items not bearing this information will not be accepted by us. 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 us within 7 days of receipt of the product and the goods are in their unopened original packaging with all components and accessories. However we will deduct an administration charge of ten percent of the total amount you paid us for the item you are returning. The cost of any delivery costs for us sending the product to you will also be deducted from your refund. If we receive an item that either is not in the condition we sent it or 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.
WEEE Regulations
The Waste Electrical and Electronic Equipment (WEEE) Directive is law in the United Kingdom. The legislation aims to make manufacturers and suppliers pay for the collection, treatment and recovery of surplus to requirements waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing significantly each year, making it the fastest growing waste stream in the UK and much of it ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Many electrical items that are thrown away can in fact be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
Fireoptions Limited in line with the requirements of these regulations offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product. However it is the customer that is responsible for organising the return of such goods, to us and any associated costs involved.
For example, if a customer bought a new WEEE item from us we would accept their old WEEE item and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item at their own expense.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled. For more information regarding recycling please visit http://www.direct.gov.uk/en/Environmentandgreenerliving/Wasteandrecycling/DG_064366
Faulty Goods
All goods should be checked and inspected within 7 days of delivery. If the product is faulty contact us by email within this time period. Once we have confirmed receipt of this email, have the item returned to us. Please ensure the product is returned with all its manuals, accessories and other components and it is in its original packaging. Also use an insured delivery service to return items to us, as we will not be liable for goods that are lost / damaged in transit. If we receive the product and the product is faulty, we will normally replace the item and refund the cost for having the product delivered to us after we have received your invoice for this service.
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. They 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, contact the manufacturer directly to report the problem with your product. You should find the contact details either on the box or within the manufacturer's literature. However, if you are unable find this information, send us an email directly to info@fireoptions.co.uk and state the manufacture contact details you need and we will email them to you.
Once your order has been processed you will be directed to the Completed page within our site, which will state what you ordered and give you your order number. We recommend you print this page and keep for your own records. You will also receive an email confirmation of the transaction from us.
In the unlikely event that a problem is discovered, once our team has checked your details we will either email or telephone you directly to inform you of this.
The majority of stock items will be despatched within 5 to 14 working days of receiving your order, however some products may take longer, depending on the stock status with our suppliers. In all cases, we will dispatch your purchase to you as quickly as we possibly can, and you will be kept informed of any changes in your order status along the way.
Please do not book the installation of your goods, prior to their receipt, as dates may change due to circumstances beyond our control.
Delivery
Once payment has been made, and we process your order and have your product in stock, we will organise the delivery of your goods to the specified delivery address. As a whole delivery is free in the UK mainland. Unfortunately, we maybe unable to deliver to some remote post codes or the may be an extra charge for some addresses, please look at the list below to see if these postcodes apply to you. If this applies to you please contact us directly at info@fireoptions.co.uk before processing your order as you may incur further costs. There is also a delivery charge for some of the larger products on this site, however this will be shown on the View Basket page and will be next to the delivery section.
Our delivery service entails the taking of the ordered products to the ground floor addresses front door. If you have any special delivery requirements you must make us aware of this before we organise the delivery of your product as these requirements may incur added charges or we may not be able to deliver this product to you. If you do advise us of any special requirements and, as a result, the courier is unable to deliver then you will incur all delivery costs that occurred.
Before the product is dispatched we will email you to give you the opportunity to arrange someone to be there to receive the delivery. We utilise a courier service provided by Business Post and due to its nature, we are unable to confirm a delivery time for your order only a day, which could be any time between 8.00am through to 5.30pm on a working day. Our courier will deliver the goods direct to your door, and will require a signature from the person accepting the delivery. If you notice any sign of damage to the product please mark the delivery note as "damaged" at the time of signing and leave the product in its damaged packaging and email us ASAP (no later than 24hours) informing us of this problem. We cannot accept responsibility for any damage to the goods caused by the courier if they are signed for and it is not stated that the goods were received in a damaged condition.
If you are unable to accept delivery on the day that has been agreed, please notify us ASAP (at the very least 36 hours ahead of the planned delivery day). If you do not notify us within this time and we try and deliver the goods to your home on the day that we agreed and scheduled, we reserve the right to charge a second delivery fee.
If you are not there to receive the delivery, the courier will post a card through your letter box with all the relevant information as well as the delivery firms contact details. If any charges incur due to re-delivery this charge will automatically be passed to you byway of an additional charge to the card you used for your original purchase.
If you do not receive your goods by 5.30pm from the courier on the organised day of the delivery and no post card is posted through your letter box contact Business Post Customer Service team on 08451 552 552 with your post code and your Business Post job number (provided by us when we confirm delivery) to track your package. This phone line is open until 5.30pm Monday through to Saturday.
Stone and Marble Fireplaces are free delivery to certain parts of the mainland UK. Please Check Here to see if a delivery charge is applicable for your area.
Damaged Products
When your purchase is first delivered to you, if you notice any sign of damage please mark the delivery note 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 has been opened should be reported by email to us within 2 days of receiving the goods. Once you have contacted us by email, and we have confirmed receipt of this email then have the item returned to us within 7 working days of receiving the item. Please ensure you have used an insured delivery service to return items to us, as we cannot accept liability for goods that are lost / damaged in transit. Not doing all of the above will nullify any claim you can make for the damages to the product.
Damaged items reported within this time frame, will of course be repaired / replaced free of charge as soon as possible and redelivered to you with the cost for having the product delivered to us refunded should the product be found to be damaged, however we will require a copy of your invoice for the delivery to arrange reimbursement, which needs to be send to us through post or email.
If the product is found not to be damaged, no refund for the delivery costs will be made and you will pay for delivery costs back to you as well as an admin fee of (10%).
Cancellations and Returns
Should you decide to return the goods, we will of course offer a refund as long as you contact us by email. Once you have contacted us we will then provide you with a Returns Agreement Code (RAC). The RAC must be marked clearly on the package by you before you return the product to us at your own expense. Delivery of these items not bearing this information will not be accepted by us. 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 us within 7 days of receipt of the product and the goods are in their unopened original packaging with all components and accessories. However we will deduct an administration charge of ten percent of the total amount you paid us for the item you are returning. The cost of any delivery costs for us sending the product to you will also be deducted from your refund. If we receive an item that either is not in the condition we sent it or 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.
WEEE Regulations
The Waste Electrical and Electronic Equipment (WEEE) Directive is law in the United Kingdom. The legislation aims to make manufacturers and suppliers pay for the collection, treatment and recovery of surplus to requirements waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing significantly each year, making it the fastest growing waste stream in the UK and much of it ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Many electrical items that are thrown away can in fact be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
Fireoptions Limited in line with the requirements of these regulations offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product. However it is the customer that is responsible for organising the return of such goods, to us and any associated costs involved.
For example, if a customer bought a new WEEE item from us we would accept their old WEEE item and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item at their own expense.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled. For more information regarding recycling please visit http://www.direct.gov.uk/en/Environmentandgreenerliving/Wasteandrecycling/DG_064366
Faulty Goods
All goods should be checked and inspected within 7 days of delivery. If the product is faulty contact us by email within this time period. Once we have confirmed receipt of this email, have the item returned to us. Please ensure the product is returned with all its manuals, accessories and other components and it is in its original packaging. Also use an insured delivery service to return items to us, as we will not be liable for goods that are lost / damaged in transit. If we receive the product and the product is faulty, we will normally replace the item and refund the cost for having the product delivered to us after we have received your invoice for this service.
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. They 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, contact the manufacturer directly to report the problem with your product. You should find the contact details either on the box or within the manufacturer's literature. However, if you are unable find this information, send us an email directly to info@fireoptions.co.uk and state the manufacture contact details you need and we will email them to you.
