1. Important Information.

Firesidebydesign.co.uk are proud to offer free delivery on almost all of our items to all mainland UK postcodes. Unfortunately due to escalting delivery costs we're no longer able to cover the additional costs of delivering to the Scottish Highlands and all other offshore islands. Once your order is placed you will be contacted with details on your delivery timescale and any additional charges there may be for delivering your items to areas not covered by our free delivery service.

Many of our items are stock items, or delivered to you directly from the manufacturers, however estimated delivery times will be emailed to you on completion of your order. If the product you have chosen is not a stock item, and we have to wait for the goods to come into our warehouse direct from the Manufacturer, all ordered items will be subjected to a thorough quality check process. Once all items have been checked we will then contact you to arrange a delivery date.

2. Pallet Delivery.

Some of our heavier items will need to be palletised prior to delivery. This means they will be delivered on a pallet to your address and you will likely need to arrange for someone to be present to help you take delivery. Couriers delivering palleted freight are not insured to enter your property and as such will look for the nearest safe place to make delivery, this may be kerbside, or if the delivery vehicle is unable to safely unload at your address, at the nearest safe location to your property. Please check and inform us of any damages immediately upon completion of delivery. Please inform our sales team as soon as possible after ordering if you have any concerns regarding the delivery arrangements.

3. Parcel Delivery.

Many of our lighter items will be delivered by courier. This is an all day delivery service although when possible we will update you with potential times for delivery. Our couriers are not insured to enter your property and will deliver items to the kerbside. Items will require a signature and may require more than one person to move which will be at the customers discretion to organise. If you have any concerns regarding the delivery arrangements, please get in touch with our sales team as soon as possible after ordering.

WE ADVISE CUSTOMERS NOT TO ARRANGE CONTRACTORS TO UNDERTAKE WORK WITH OUR PRODUCTS UNTIL THE ITEMS HAVE BEEN RECIEVED BY THE CUSTOMER.

4. Returns.

* Can I cancel my order? - Yes, orders must be cancelled either prior to dispatch or within 14 days of receipt.

* Who do I contact to cancel? - Please email us at sales@firesidebydesign.co.uk or call on 0330 056 3622.

* How do I return a cancelled order? - It is your responsibility to return items using your preferred courier service. All items must be returned unused and in their original packaging. Items that have been damaged will not be accepted for return.

* Can I cancel if my order is a customised one? - No, custom orders cannot be cancelled at any stage.

* Damaged Items - In the unlikely event items arrive to you damaged you must inform us of these damages within 24 hours. We will arrange a courier to collect the damaged items and arrange delivery of replacement items at the earliest possible occasion.

PLEASE NOTE:

After cancelling your order, you must ensure that the goods are returned in their original packaging, unused and in a condition to be re-sold. Any costs incurred during re-delivery will not be refunded and are the customer’s responsibility. If the item(s) is subject to any damage during its return journey we cannot accept the item and it will be delivered back to the customer without a refund.

All orders must be checked upon delivery for any faults or damage. If found, contact a member of our customer service team within 24 hours of receiving the item. You will be given the option of either havings the items picked up or be asked to send the item back to us. If you are asked to send the item yourself, please ensure that the receipt of delivery is included so that we may refund the full cost. Upon their return items will be tested by manufacturers. If no fault is found the refund will be void and delivery costs will be charged to the delivery address and the item will be returned to the customer.

All of our products come with at least 12 months manufacturer's guarantee and can often extend to anything up to 5 years. Extended guarantees are all subject to annual service and maintenance. If you encounter any faults during the specified guarantee period we suggest contacting our customer services first. Policies can vary between manufacturers meaning that the process they carry out to deal with these issues can differ. We will either contact the manufacturer on your behalf or pass their contact details on to you depending on the manufacturer’s preference.