Shop safe with the Fire and Fireplace Warehouse

Frequently Asked Questions

General

Q. Can I place my order by telephone?
A. Yes we are happy to take telephone orders, however by placing your order through our secure site you will receive a confirmation e.mail of your order.

Q. Do you have a showroom?
A. We have a Showroom in Stockton on Tees with a wide range of Fires and Fireplaces on display. Please check our website for the full address and opening times.

Q. What if I change my mind
A. We accept cancellations with no charge whatsoever prior to delivery.

Q. What if I change my mind after delivery
A. We would make a refund, however we would ask that you pay the delivery charge. We will also need to charge if we are required to collect the products.

Q. What if the product is damaged during delivery
A. We will refund you in full or arrange a re-delivery.

Delivery

Pick up Yourself

Q. Can I collect my order in person?
A. We are happy for you to collect your order in person but would recommend you contact us first to ensure we can reserve any stock for you.

Q. What time can I collect my order?
A. To arrange the collection of your order simply call one of our showroom and they will make the necessary arangemenets.

Q. What kind of transport will I need if I am collecting?
A. You should use a large van capable of accepting the size of a palet to collect any Limestone or Marbel Fireplaces. These items are crated and will be forklifted onto your vehicle.

Our Courier Services

Q. Which items are Next Day Delivery?
A. Standard size boxed fires and any item less than 20kg in weight.

Q. What time will the courier call?
A. All couriered items will be delivered between 9am - 5.30pm

Q. What if I am not available when the courier tries to deliver?
A. The courier will leave a card to say they have called. This will provide you with details of the couriers nearest depot and contact details including a reference number. This will enable you to arrange a re-delivery directly with the courier.

Q. Can I nominate a time for delivery?
A. No. We can confirm a day of delivery but not a precise time.

Q. Will I be contacted on the day of delivery?
A. Our driver will contact you approximatley one hour before delivery for fireplace deliveries but individual fires are despatched via courier who will not call before delivery.

Q. What if I cancel my delivery?
A. Your delivery will have to be re-scheduled and this could considerably delay your final delivery day.

Technical Issues

Q. What are the measurements of the backpanel openings?
A. All backpanels are precut to a standard 16.5" W and 22.5" H.

Q. Are fireplaces supplied fully assembled?
A. NO. They come in sections that will require assembly and fitting!

Q. Can I change or upgrade the fire shown with the Fireplace packages?
A. All the fires shown on our website are 16" and compatible with any of the packages shown with the exception of the casts. Please contact our sales office to discuss any upgrades or changes.