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Fireplace accessory refunds

Fires and Flames fireplace goods dispatch and arrival

If your goods have to be specially ordered in form you then they can take a while to come in - it depends on what you have ordered - some items will come in in a few weeks, some others can take up to 6 weeks. These items will be labelled as having to be ordered in on the website.


For items that are in stock we will dispatch the goods as soon as possible - within a few days and usually the day after ordering.


On arrival please check your order carefully and let us know as soon as possible if anything is damaged. We will then arrange for replacements to be sent out and the damaged goods collected.

Fires and Flames refund

We will give a no quibble refund for fireplace accessories that are returned to us undamaged. This excludes items which we have had to order in especially for you or items we have made specifically for you. Delivery and insurance for the transport of the goods back to us is your responsibility. However please contact us to arrange for the return of any items before sending anything back. When returning items repack them in their original packaging, you may need to add extra padding. We recommend you take out your own insurance to cover the items.  If the returned goods arrive damaged we are unable to give you a refund.


Christmas deliveries

Orders placed by Thursday 5th December should get to you by Christmas but there is no guarantee. At this time of year the warehouse and couriers are all stretched to maximum capacity. This means that delays are likely and parcels can go missing.

We are closed from 19th December and come back to work on the 5th January. Orders placed in that period will be processed as soon as we return.