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Fireplace Designer - Design your own fireplace

Frequently Asked Questions

Delivery

Can you deliver overseas?

We do deliver overseas, however please contact us for delivery costs before placing an order.


How long will it take for my order to arrive?

Normally we estimate 1-3 weeks delivery for our fireplaces. Bespoke or adjusted size mantels can take a little longer but we will always try to get your order to you as soon as possible. We can sometimes offer a quicker delivery depending upon your location and availability of the product.


Are there any delivery charges?

Because of the size of fireplaces a typical courier just won't do so we deliver everything ourselves to ensure your order arrives in full and in perfect condition. Because of this we do have delivery charges which we believe are fair and reasonable. We could hide our delivery costs in out product prices however we believe this is an underhand tactic to make you believe you are getting something for nothing. To see how much delivery is to your area please see our delivery page here.


How are your fireplaces delivered?

Our fireplaces are hand delivered by us in our own vans. For more information on our outstanding delivery service please see our delivery page here.


Privacy & Security

Privacy

We are committed to safeguarding the privacy of our website visitors; and we have a strong privacy policy which we uphold to ensure your privacy


Security

Our website uses a 256bit encrypted SSL connection to ensure the information sent from your computer to our server is secure.


Returns & Replacements

Returns

We have a returns policy which is second to none and probably the best available in the fireplace industry! If you are unhappy with your fireplace you have 14 days from delivery to change your mind and we will collect it FREE of charge. Subject to terms and conditions.


Replacements

If something is delivered damaged or faulty we will take the necessary action to ensure it is change as soon as possible. Just call us on 01522 569641


Ordering

How to Order

Ordering online from Victorian Fireplaces couldn't be simpler. When you are on a product page you select the relevant options (if there are any) and click the "Add to Basket" button. This will place the product into your shopping basket where you can review the item. Once you are happy you have everything click the "Proceed to Checkout" button and follow the on screen instructions. If you get stuck at any stage just give us a call on 01522 569641.


How do I know if my order has been received?

Once you place an order online an email will be sent to you confirming the order. We will also receive a copy of the email notifying us of the new order. We will then contact you within 2 days to arrange payment.


Payment and Pricing

What payment methods do you accept?

We accept all major credit cards, debit cards and cheques. Please note that cheques must clear before an order can commence. This will normally add 3-5 working days on to your delivery time.


Payments

We prefer to speak with every customer before any payments are taken to ensure the order is correct which is why we don't actually process payments online. This also prevents any possible security threats.


Pricing

We check our prices regularly and we believe them to be competitive and reflective of the quality of goods and service. However if you do find something cheaper we will try our best to match or beat it.


Viewing Orders

If you create an account online you will be kept up to date with the process of your order and can view the status of it at any time. To log into your account click on either the "My account" or "Log in" links above the search box on every page. This will take you to your account overview where you can manage your account and order(s).


Account Information

How can I edit my account information?

When logged in to your account click the "My Account" link, which is found at the top of every page above the search box. From here you can edit everything in your account.


How can I change my password?

When logged in to your account click the "My account" link. You will then be sent to an account overview page. Within this page there is a link to "Account Information". From this page you can change your password.


I have forgotten my password, what should I do?

If you forget your password click the "forgot password?" link found in the login page. You will need to enter the email address you used when creating an account, this will then send a new password.

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