COVID – 19, Delivery Service Impact

Due to the current situation we are experiencing some delay in fulfilling orders in the usual timescales.
Please allow 2 to 3 days from dispatch. For non stock items we will confirm a delivery time, we will be in contact to advise of the forecast delivery date, or feel free to contact us by email on info@firefly-london.com

 

DELIVERY AND RETURNS POLICY

UK DELIVERY

We are delighted to be able to offer our UK customers free delivery on stoves and barbecues.  The service is a one man kerb side pallet delivery.  If you require the item carried into your property, a two man delivery service is available for a nominal fee.   

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.

Our standard delivery time is 3-5 working days. We aim to ship UK orders placed before 11.30am (GMT) Monday – Thursday the next working day, providing card security checks are complete, and stock availability is confirmed.

Orders placed on Friday we aim to ship on the following Monday.

Orders placed after 11.30am will be shipped the following business day.

All deliveries require a signature. 

If an item cannot be delivered it will be returned to our warehouse and a delivery return fee may be charged.

In rare cases where we encounter a stock error, an item may not be available. We will notify you and

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

The following items are not eligible for next day delivery: non standard colour stoves, stoves which are not held in stock.

Certain made-to-order items, like cut to size hearths, 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 help.

Made-to-order items are not returnable and non-refundable, unless they are found to be faulty.

DELIVERY CHARGES AND LEAD TIMES

 

Delivery Charges & Lead Times

Charges

Delivery

Stoves and large accessories

Free

3-5 days

Flues and associated components (free if order is placed with a stove)

£ 25

TBC

Prices are quoted in GBP and  include VAT at 20% (UK tax) and are subject to change if the rate of VAT changes before your order is accepted.

RETURNS

If you are unhappy with your purchase, under Distant Selling Regulations you can return the items to us within 28 days of receipt of your goods for a full refund.
Items bought online are returned at your own expense, unless damaged, and should be unused, returned in their original packaging and in a fully resalable condition.

To authorise a return:

  • Contact us by email or phone
  • Include your order number & telephone number.

Please note: Any goods received without authorisation will not qualify for a refund and be rejected on delivery to our returns centre.

Once your return has been received, your refund will be processed. Refunds can take up to 10 working days to be received following receipt of the goods into our warehouse.

We are unable to provide refunds for any items found to be missing from the package on arrival at our warehouse.

DAMAGED ITEMS

If the item is damaged, please send an email to info@firefly-london.com sending photographs clearly showing evidence of the damage. State your order number as a reference and include your telephone number. 

PROMOTIONS & 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.