F.A.Q

What Happens To My Personal Details?

Your personal details will remain strictly confidential and will not be passed on to any third parties except for any delivery and payment purposes. You have the option to be kept informed of new lines and special offers when placing an order.

Can I Select A Different Fire With My Chosen Fireplaces Package?

Yes you can simply email us your request and we will calculate the new price and check the new fire and fireplace is suitable for your home.

Can You Make Special Sizes?

Most marble and granite hearths can be made to measure to suit such problems existing for example, to fit a carpet cut out. Please email us your details and we will check if your request is possible.

How Do I Tell What Flue I Have?

Please see our guide and remember you can speak or email a specialist technical adviser and we will endeavour to answer any technical queries you may have.

What Are Your Policies?

Cancellation Policy

All stock items can be cancelled prior to delivery without any charges and a full refund will be made. For orders that have already been despatched, you will be charged for delivery. For items that have been specially made or ordered a cancellation fee of 20% will be charged.

Pricing Policy

All stock items can be cancelled prior to delivery without any charges and a full refund will be made. For orders that have already been despatched, you will be charged for delivery. For items that have been specially made or ordered a cancellation fee of 20% will be charged.

Delivery Policy

Most fireplace deliveries will be at your home within 28 days via our own delivery team. This ensures we have enough time to manufacture and quality check your order prior to despatch. After you place your order, we will contact you within 2 working days to arrange a scheduled delivery date.

For fire only orders, we may use a carrier company with full tracking and guaranteed delivery systems to provide you with a quicker delivery time.

After Sales Service Policy

We hope you will be completely satisfied with the fireplace goods you have ordered and your shopping experience with newfiresandfireplaces.co.uk. If, however, you are unhappy with any part of your dealings with newfiresandfireplaces.co.uk, please do not hesitate to contact us on 01325 382771.

Returns Policy

We want you to be completely satisfied with your new fire or fireplace from newfiresandfireplaces.co.uk and offer a 7-day money back guarantee. Any goods delivered by our own transport, which are found to be defective on delivery, will be taken back and a new delivery time arranged. It is therefore important that you inspect your goods prior to acceptance.

Should goods delivered by a third party carrier be found to be defective, please make a note on the delivery paperwork of any damage or defect and if you are not satisfied simply return the products to us in their original condition and packaging and we will refund the purchase price.

Guarantee

All goods supplied by newfiresandfireplaces.co.uk carry a one-year manufacturers guarantee against materials and workmanship.