Delivery and Returns

Palletized Deliveries:

Stoves and other palletized deliveries may be transported to your address on a heavy goods vehicle. It is your responsibility to ensure that a vehicle of this size has access to your requested delivery address. The majority of our orders are delivered on a timber pallet, this allows the item to be protected whilst in transit. The delivery driver will not be able to carry the item up or down steps, through the property, wheel the pallet across a gravel driveway or up steep driveways. Unfortunately, the delivery company will be unable to remove items from the pallet or take the pallet away with them. The driver will normally only be able to wheel the pallet as far as physically possible which may even be the kerbside. If the delivery address is on a narrow street (less than 3m clearance in width) or with a vertical restriction of less than 4m or is on a steep incline please advise us prior to ordering.

On the day of your delivery it is important you make sure someone is present to inspect and sign for the goods. You will incur an additional delivery charge if you fail to be present on your pre-arranged delivery date. If a delivery is subsequently returned to us due to the pre-arranged delivery being unable to take place, we reserve the right to deduct any delivery costs incurred by ourselves from any refund.

We aim to dispatch all stocked stoves within 48 hours of receipt of your order. If your order is out of stock at the time of purchase, you will be notified as soon as possible so the necessary arrangements can be made.

 

Stove / Palletized Delivery Days:

Customers ordering stoves or other palletized items will be contacted by us to arrange a delivery date that best suits you! Deliveries are made between 8.00am – 5.00pm, Monday – Friday.

On the day of your palletized delivery, it is important you make sure someone is present to inspect and sign for the goods. If our courier is unable to obtain a signature and no one is present to accept the delivery, then your order will not be left. You will incur an additional delivery charge if you fail to be present on your pre-arranged delivery date. If you wish for us to leave your delivery unsigned for, written permission is required

We suggest you have at least one other person with you to assist in accepting the delivery. Our couriers are not insured to take stoves or any other items into your property and the placement of your product is at the discretion of the driver.

If a delivery is subsequently returned to us due to the pre-arranged delivery being unable to take place, we reserve the right to deduct any delivery costs incurred by ourselves from any refund.

Declaration of Damages:

Upon the receipt of your goods, you have 48 hours in which to declare any damages. Any damages reported outside of this window are subject to possible rejection, resulting in the denial of a replacement or refund.

For stove and any other palletized deliveries, we advise that you check the goods while the driver is present. If the driver refuses to wait with you while you examine the pallet, then please make sure you sign for the goods as UNCHECKED as this will cover you for all eventualities. If you have checked the delivery over and it is found to be damaged, please clearly mark this on the delivery note signature and contact our offices immediately.

If you have any damages that you need to report, then please email us at info@firefly-london.com

Please note: we will require photographic evidence of all damaged item claims.

Returns Information for Standard Items:

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. You will be responsible for paying for your own shipping costs for returning your item. 

If you wish to return an item please contact us first by either calling us, or sending in an email to info@firefly-london.com along with your order number and we can ensure you have the correct returns address.

 

Made-to-Order, Special Order and Non Stock Items

Made-to-Order, Special Order, and Non-Stock Items have extended delivery times. Please check the Delivery & Returns details on the relevant product page for more information.

Certain made-to-order items, like cut to size hearths and fireplace surrounds, will require special delivery arrangements and may incur longer lead times of up to 2 weeks. Once you have placed your order, our customer services team will contact you to advise.

Made-to-order and Special Order items are not returnable and non-refundable, unless they are found to be faulty or damaged. Please check the Delivery & Returns details on the relevant product page for more information.

 

Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Please note that any postage charges incurred to originally send your goods out are non-refundable.

If your refund is approved it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days.

 

Late or Missing Refunds (if applicable):

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@firefly-london.com

Exchanges (if applicable):

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@firefly-london.com. We will arrange a replacement and collection of the original item. Photographic evidence of defects or damages will be required prior to replacement.

Shipping:

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, any original shipping costs on your order will be deducted from your refund.

Depending on your location, the time it may take for your exchanged product to reach you may vary.

Missing Delivery / Items:

If you feel you are missing any items from your order, or that the order itself has not been delivered, please send us an email to info@firefly-london.com

All our deliveries are tracked. Once your order has been marked as delivered, you have a 48-hour period in which to declare any missing or undelivered items.

 

Promotions and Free Gifts

From time to time we may run promotions and gift packages which may apply in respect of any, or certain specified purchases made though this Website. Refunds & exchanges are subject to our normal terms and accepted only when the full gift set is returned, including the free gift, with receipt.