I'm placing an order

Do you price match?
At Fireplace World we check our prices regularly, and we're confident that we offer you the very best value. If you find an Adam branded product cheaper anywhere else, we guarantee to beat that price. On top of that, if you have already purchased an Adam product from us and then see it cheaper anywhere else within 14-days of your original purchase date, we'll still beat the price and refund you the difference!
How do I buy something on finance?
We make paying on finance really simple and straightforward. When you go through to the checkout just make sure you select Pay on Finance on the payment option screen. You will then be guided through the online form by our finance provider Klarna and then they will confirm if your application has been successful or not. If you are accepted you will then receive an email confirming everything about your finance agreement along with your order confirmation.
Can I get my product installed?
Unfortunately we do not offer an installation service. Our wooden fireplaces and electric fires are easy to install and are provided with full and clear instructions. However we do recommend hiring a professional fitter to install a marble fireplace and you must hire a Gas Safe Registered installer to install a gas fire/suite.
The product I want is out of stock. When will it be back?
Don't worry the product will be back in stock soon. We update our stock levels daily and a restock date can be found on each product page under the Add to Basket button.

I've just placed an order

I`ve changed my mind and need to cancel my order. Can you help?
We certainly can! If you want to cancel your order then all you need to do is just drop an email with your order details to our customer support team and we will process the cancellation request for you: sales@fireplaceworld.co.uk
I`ve ordered the wrong item. Can I change it?
Absolutely, but you must notify us within 14 days of the order being delivered! Just drop us an email with your order details and the  correct item and we will sort this out for you: customer.support@fireplaceworld.co.uk
I need to change my delivery date. How do I do this?
If your order has already been dispatched you can change the delivery date by contacting the carrier directly with your tracking details. If your order has not yet been dispatched send us an email with your order details and the new delivery date and we will sort this for you: customer.support@fireplaceworld.co.uk
Will I get a delivery timeslot?
Yes! On the morning of your delivery the carrier will contact you to advise you of your delivery slot. However if your order is out for delivery via TNT this is an all day delivery slot.
My order is damaged, can this be replaced?
We're sorry that your order is damaged. But as long as you notify us within 30 days of delivery we can have this replaced for you. Please drop us an email with your order details and images of the item and packaging: customer.support@fireplaceworld.co.uk
My order is faulty, can this be fixed?
We're sorry that your order is faulty. But as long as you notify us within 30 days of delivery we can have this replaced for you. Please drop us an email with your order details and a description of the fault: customer.support@fireplaceworld.co.uk
The carrier did not collect, how do I rebook the collection?
If the carrier fails to collect your order they will leave you a 'Sorry We Missed You' card if you're not available and they will re-attempt the next working day. If you are not available the next working day you can change the collection date to a more suitable date by contacting us via email: customer.support@fireplaceworld.co.uk
Where is my order?
You can track your order here: https://www.fireplaceworld.co.uk/track-order/login
How do I get a copy of my invoice?
Drop us an email with your sales order ID and/or delivery postal code and we will get this sent to you right away: customer.support@fireplaceworld.co.uk