Yes, we would be pleased to accept your telephone order.  However, for security purposes should you choose to pay over the telephone, we would advise you that payment must be made by the person named as the card holder.  Furthermore, delivery can only be made to the address where the card is registered.  This will mean that if you decide to pay by telephone you will be unable to specify a delivery address different from the cardholder/invoice address.  Should you decide to place your order via telephone you will receive an order acknowledgment

Alternatively, to avoid the above restrictions you may prefer to place your order through our secure website.  Once your order has been placed online you will receive an email confirmation detailing the delivery procedure

Yes, we have a showroom in Huddersfield, West Yorkshire which displays a wide range of our internet products.  For details of opening hours, please refer to the showroom opening times link on this website

Don't worry. We accept cancellations without any quibble or charge before delivery.  If you have already received delivery we offer a 7-day no quibble returns policy

We would process your request for a refund.  However, we reserve the right to make a charge for both delivery and collection

When the product is delivered the couriers should unpack and inspect the product with you to ensure that you are completely happy with its condition.  If it is damaged they will return the product to our warehouse and we will arrange a replacement product to be delivered to you.  Alternatively you can request a refund of your purchase

We would be happy for you to collect your purchase from our main depot in Huddersfield.  However, we would suggest that you contact us at least two hours in advance to pre-arrange collection in order to give our warehouse team the opportunity to select your product and ensure it is ready for collection.  Please note that self collection can be made until 5.00pm between Monday to Friday and until 4.30pm on Saturdays. If the collection is not pre-arranged there may be a wait of approximately 30 minutes before your items can be loaded into your vehicle.

We can only provide this service from our Huddersfield showroom and main depot at the moment.  Our sales advisors will make the necessary arrangements to enable you to pay and collect your product.  You will be asked to thoroughly check and inspect your product before taking it home

This will largely depend on the product you are collecting.  A standard fire will fit into most cars whereas a fire and surround will be bulky therefore your vehicle will need to accommodate this.  For a limestone or marble product you will need a transit or similar vehicle as these are supplied in crates and will be fork lifted into your vehicle

Standard sized boxed fires and items weighing less than 20kgs

The courier service operates between 9:00am and 5:30pm, Monday to Friday.  But regrettably we cannot provide a more specific time for delivery as a variety of factors may influence actual arrival

The courier will leave a card to say that they attempted to deliver your product.  This card will provide details of your local depot including its contact details in addition to your reference number.  This information will enable you to arrange a more convenient delivery date with the courier

We are only able to offer a next day courier service for items of a standard size, weighing less than 20kgs.  If your order is for a non standard sized product and/or weighs over 20kgs we will arrange for our affiliated home delivery service to deliver direct to your home

Your order acknowledgment explains what will happen next - your purchase will either be sent by next day courier or we will schedule your purchase for delivery by our affiliated home delivery service.  Our Customer Services team will contact you initially by telephone to confirm the delivery date with you and ask you some questions to provide the delivery team with as much information as possible to ensure your delivery is without any problems

We will attempt to be flexible with your delivery.  However, we must emphasise that as our couriers are an independent third party who run a nationwide service, unfortunately we cannot guarantee that you will be able to specify a date.  If you cannot accept the delivery date offered, our Customer Services team will advise you of the next date we will be delivering in your postal area.  Please note that this may mean a lengthy delay in the delivery of your product

Unfortunately due to the many factors which could affect when your delivery is made it is not possible to specify a time

The couriers will contact you on the morning of the delivery usually before 8:30am and then again approximately one hour before they arrive at your property.  On the first call the driver will be able to advise you as to whether your delivery will be morning or afternoon and on the second call you will be given a more precise time of arrival

Your delivery will then be re-scheduled but this may mean a lengthy delay in the delivery of your product

We would request that you provide a clear route through the property to the location where you would wish the product to be placed.  This area should be sufficiently large enough to allow the couriers to unpack the product in order for you to inspect and check the product.  If you have purchased an electric suite the delivery team will also need to have access to an electrical plug socket in order to show you how the suite operates

 

We do have a number of surrounds suitable for solid fuel.  Please refer to the Solid Fuel Fireplaces section on our website for more specific information about these products

All back panels are pre-cut to a standard size which is 16.5 inches wide and 22.5 inches tall

Not all the surrounds are ready assembled.  Some of the products are delivered in sections that will require assembly and installation. You will receive detailed instructions on how to assemble and install the product and these will be included within the packaging of your product

Yes of course. All the fires shown on our website are 16 inch standard size and are compatible with any of the packages shown with the exception of the cast products. Please contact one of our sales team to discuss any upgrade or change you may wish to make

Yes and the fitter must be either Corgi or Capita registered. When they have completed the installation there is documentation that must be completed and submitted to their professional organisation. This protects your safety

You are encouraged to read our guidance notes on the disposal of your existing fire or surround.

 

The operating cost of your gas or electric fire will be dependent on the fuel rates in your area.  Therefore, we would recommend that you consult your local energy provider for the most accurate and up to date information in the first instance.  As a general guide for electric fires the operating costs will be up to 2 units of electricity per hour (2kWh).  For gas fires, the operating costs will be more dependent on the efficiency of the particular type of fire

 

Yes, all of our products carry a 12-month manufacturer's guarantee.  However, please be aware that all consumable items such as light bulbs and pebbles, for example, are specifically excluded due to their indeterminate life span.  Your rights under this guarantee are in addition to your statutory rights, which in turn are not affected by this guarantee.  You are urged to return your registration card when you have unpacked the product

Yes, you can contact our Customer Services team on 0844 8809 301 to ask for advice about your product

Our Customer Services team will be pleased to advise you on the best methods of cleaning your new surround so we would suggest that you consult them before you use any proprietary cleaner

 

If you have any further questions please contact our Customer Services team by email at customer.support@fireplaceworld.co.uk or by phone on 0844 8809 301