Delivery Information

Overseas Orders

We do not currently offer overseas delivery as standard

What Can You Expect From Us?

Here at First Choice Fireplaces we aim to provide a first class service. When you order from us you can be assured that it will be checked and packed with the greatest of care. We check all of our fires, fireplaces and stoves before sending for any faults or defects so you can be sure your products will be in perfect condition.

Customer Service

We endeavor to provide a great service, from purchase through to after sales. If you have any queries regarding delivery please email our team info@firstchoicefireplaces.co.uk with details of your order to hand. If we cannot deliver your order within the expected time period, we will make every effort to contact you and inform you of the expected delivery time. Please see our returns policy for more information.

What If There Is A Problem With My Order?

We ask that you check your order upon receipt and ideally befotre signing. If you later notice a falut please let us know within 48 hours of receiving your order by email or telephone.

Terms & Conditions Of Delivery

Whilst we normally dispatch stock items within 7 days from receipt of order, some products may take up to 28 days to deliver due to circumstances beyond our control as on occasions a particular item may be temporarily out of stock from the manufacturer or distributor. However rest assured we will dispatch the item to you as quickly as possible or as soon as it becomes available, although if the order is delayed by more than 15 days you will have the right to request a refund and to cancel the order. We also strongly advise you not to organise the installation of your goods with any qualified installer based on any provisional delivery dates given to you, as goods can sometimes be short delivered, arrive damaged or can be lost in transit to you.

Delivery

Once you order is processed we will only deliver the goods to the delivery address that you have given us and we reserve the right to refuse delivery to any particular postcodes as stated in our terms and conditions. Additional assistance to offload the goods from the vehicle when it arrives with you is always recomended due to the varying nature, size & weight of the goods we offer. We will use a reputable freight company to transport your goods and you will be required to sign for them on receipt. Once a consignment of goods leaves our premises it becomes the freight company’s responsibility to transport the goods safely to the intended destination. By signing the consignment / delivery note, you are indemnifying the freight company of any responsibility and acknowledging that you have received the goods in “Good Condition”. Consequently we will not be able to replace any damaged goods free of charge. The goods will generally be delivered on a large delivery vehicle, so please let us know, as soon as possible, if there will be any problems with access to avoid a failed delivery and possible 2nd delivery charges being applied to your order. Please be aware that the freight company/courier will only move the goods to the nearest point i.e. kerb side, depending on access. The freight company/courier will be unable to move the goods across gravelled, or unfinished drives, through narrow openings, or up steps. Unfortunately due to insurance and health and safety reasons the freight company/courier is NOT permitted to move the goods inside your property for you. It is for these reasons why we recommend that you have help on hand to accept delivery of the goods on arrival at your property, as deliveries are generally made by one man who requires assistance with offloading and the moving of goods up to your property.

Signing For Goods

When accepting a delivery, if you do not have time to examine the goods, then you should cross out “Received in Good Condition” and write on the consignment / delivery note “Received Damaged” and then sign for the delivery. This will then give you an extended period of time of up to 48 hours to examine the Goods and report any damage and or missing parts to us. After this time we cannot accept any claims for damage. So please, for your own protection check the goods thoroughly before accepting them and refuse any items with visible damage or clearly sign “Received Damaged” if you are unable to check any item thoroughly on receipt. Freight companies will also not accept any claims for damage in instances where goods are signed for as “Unchecked” as this is classed in the same way as signing for the goods as “Received in Good Condition”, so please for your own protection do not sign for goods in this way otherwise you will indemnify the Freight company of any liability in respect of any damage claim and will be taking that responsibility on yourself.

Damaged or Missing Goods

If within 48 hours after receiving the goods and signing for them as “Received Damaged” you find damage or missing parts not visible at the time of delivery, then you should report it to us immediately in writing by email. Failure to do so will not entitle you to a valid claim and we shall have no further liability for the goods said to be received damaged or missing on delivery after 48 hours from receipt of the delivery date. Similarly if any items are found to be damaged or parts missing on receipt we will arrange the exchange / replacement part or goods to be sent to you free of charge as soon as possible.

Delivery Liability

As soon as we have delivered the goods you will be responsible for them. If however you delay in accepting the goods, our delivery responsibility for everything other than any damage due to negligence will end on the date the freight company tried to deliver the goods to you. The freight company shall be entitled to hold the goods in storage and to charge you the reasonable costs of such storage and insurance which you will be liable to pay to them. You may also be liable for a additional delivery charge caused by these events in the re delivery of the goods for a second time. You should also be aware that once we begin the delivery process which means goods are on the way, you will not be able to cancel any contract you have with us for services we have carried out by on your behalf e.g. postage and packaging services.