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Frequently Asked Questions

 
How quickly can I expect to receive my order?

Our standard service is delivery within 1-5 working days from date of order, but during especially busy periods this may take slightly longer (we cannot accept liability for courier delays). Please note – items ordered from our ‘Designer Accessories’ range are shipped direct from the manufacturer so may arrive separately to standard stock items.


When will I be charged for my order?

You will be charged for the order in full at the time the order is placed through our website or via telephone.
Therefore, please ensure any voucher codes or gift vouchers are entered at time of ordering as we will be unable to process retrospective discounts. Approximate due dates of ‘out of stock’ items are shown on product pages and in the cart.


How will my order be delivered?

Depending on the size and weight of your order, it will either be sent by Royal Mail or Interlink Express. Reference numbers for tracking purposes will be emailed to you via our courier along with an estimated one hour delivery window. The email will also contain a facility to change your delivery date to a more convenient one if required.


Will someone need to sign for the delivery?

All our parcels (excluding Royal Mail 1st Class parcels) require a signature, however if you are happy for your parcel to be left in a safe place then please ensure you state this in the relevant box during the checkout process.

Please ensure you specify any delivery instructions in the box in the checkout. If you are worried that you will not be in to receive your parcel then please choose a different delivery address, or a card will be left for you to arrange re-delivery with the courier.

By specifying a place that you would like the courier to leave the parcel without a signature - you are accepting liability if the parcel goes missing after being left in the place you have specified, and we will not be able compensate you for this. If you are concerned that there is not a safe place then please give a delivery address where someone will be in to accept the delivery.

Please note: if an order is high value then we may send on a service which does require a signature regardless of whether you give instructions.


Do you hold back orders?

We do not hold back orders however we do offer an email/telephone service for which we will take your details and the product you are interested in and contact you as soon as that specific item becomes available.


If a due date is shown on a product, is it a certainty?

All of our due dates are approximates and subject to a number of possible shipping/customs delays. We endeavour to fulfil orders as soon as possible, but regrettably may not always be able to keep you updated with changes to due dates due to volume of orders.


I have received a damaged product, what should I do?

Please email us at sales@fireside-accessories.com stating your order number, the problem with the product, and whether you would like a refund or a replacement, and we will advise you of further action. It is helpful in the case of damaged products if the customer is able to send a picture showing the fault.

Courier Collections-please ensure that you understand when placing an order, that if something is wrong and you need to return it then our courier does not offer timed or weekend collections, and someone needs to be in when the collection takes place.


Do you ship abroad?

We do have the facility to ship items overseas, please contact us at sales@fireside-accessories.com with the items you would like to order and your delivery address, and we will give you a shipping quote.


I have returned an item, how long will a replacement take to arrive?

If you have returned an item for a replacement then we ask that you allow 14 working days for the item to be received back with us and a replacement order processed by our returns department, before you query the return.


I have seen an item in a magazine, but I can’t find it on your site?

Our products are often featured in magazine or newspaper articles, and it may be that on this occasion, the editors have chosen to feature a product that we no longer have available. However please call us and we may be able to help.


What is your returns policy?

If you decide that you would like to return an item then please email us at sales@fireside-accessories.com and we will advise you on further action. We are happy to accept products back for a refund or replacement if notified within 7 working days of receipt, and goods are returned in original packaging, undamaged and fit for resale.
In the unlikely event of goods being faulty please contact us via email within 24 hours of initial receipt and return the item(s) within 14 days for a full refund (inc delivery costs) or exchange.
Please note that if the item is unsuitable then the customer will incur the cost of returning the item back to us.

Ensure that your original invoice or a note of your order details is included within the parcel so that our returns team can process your return quickly.

Courier Collections - please ensure that you understand when placing an order, that if something is wrong and you need to return it then our courier does not offer timed or weekend collections, and someone needs to be in when the collection takes place.


Why won't my payment go through?

If you are having problems putting your order through please check that all the mandatory fields are entered correctly i.e. first line of address, postcode, telephone number - as these fields are involved in verifying your payment.

Please also make sure that your billing address corresponds with the registered address of the card that you are paying with.
Many banks have now implemented the 3D Secure system which requires you to authenticate you account with a password, this is for your protection so if you are unsure of your password do contact your bank.

If you have any further problems then please do give us a call on 0121 605 2532 and we will be happy to process your order for you.


Is your site secure?

All Credit Card data transmitted between you and our site is protected using strong SSL encryption technology, and we do not store or retain your payment details.

Your payment is processed using Paypal and Nochex and we do not have access to your credit or debit card details.


What is your postage and packing charge?

Our postage and packing charge for standard items for deliveries within UK mainland is £8.95 per order. Postage and packing of standard items to all non-mainland addresses including Ireland, Channel Islands, Scottish Isles and other surrounding islands is £16.95. For smaller items postage starts at £1.95 (these items are sent using Royal Mail 1st Class post). We also offer free postage on orders over £100.00 (UK mainland only).


How do i know if my address is classed as UK mainland?

All orders will be classed as UK mainland unless your postcode appears on following exclusion list, in which case our Offshore postage cost of £16.95 per order applies.

JERSEY – All JE Postcodes.
GUERNSEY – All GY Postcodes
ISLE OF MAN -  All IM Postcodes
SCOTTISH HIGHLANDS – AB31, AB33-38, AB44-45, AB51-56, PA19
SCILLY ISLES – TR21-25
ORKNEY & SHETLAND – KW15-17, ZE1-3
INVERNESS – KW1-3, KW5-14, IV1-28, IV33-51, IV55-56, PH20-26, PH31-32, PH34-41, PH42-44, HS1-8
OBAN – PH33, PA20-49, PA60-80, KA28
ARRAN – KA27
ISLE OF WIGHT – PO30-41
NORTHERN IRELAND – All BT Postcodes
REPUBLIC OF IRELAND – All Addresses