Fireplace World Customer Charter

We aim to provide each and every one of our customers with exceptional service and value for money. 

WHAT THIS MEANS FOR YOU

• Fantastic prices on quality products with up to 50% off the recommended retail price.
• Knowledgeable, helpful and experienced staff who will happily answer any questions.
• Accurate and helpful product information to help you choose the right product for your home and your lifestyle.
• The product you order will be the product you receive and fit for purpose.
  

WE PROMISE

• Contact within 7 workings days to arrange delivery of larger items.
• Next working day delivery of lighter items if ordered before 2pm
• Delivery within advertised lead times - any unforeseen delays will be advised immediately.
• An amazing 14 day no quibble money back guarantee – Don’t want it? Don’t keep it!
• Inspect your product on delivery.  Any damage or fault and we will immediately arrange a replacement.
• A speedy resolution to any comment or complaint about our service, confirming receipt within 48 hours and a full investigation and resolution within 14 days.
• Honesty - if we let you down we will tell you with candour the reason why and what we will do to rectify the situation.
  
• THE BEST PRICE ONLINE - FIND THE SAME PRODUCT FOR SALE ONLINE ELSEWHERE FOR LESS AND NOT ONLY WILL WE MATCH THE PRICE... WE'LL BEAT IT BY 5%!
  

HELP US TO HELP YOU

So that we can meet all of the above we ask that you provide us with accurate information.  Please make sure you give us the correct email, address, telephone number and access details. 

TALK TO US…

We welcome your comments and suggestions.  We also welcome your complaints!  We are always looking at ways to improve our products or the service you receive so your feedback is crucial.

To make a comment, suggestion or complaint you can:

• Call us on 08448 809 301
  
• Email us at customer.support@fireplaceworld.co.uk
• Write to us at
  

AND OTHERS… WRITE A REVIEW!

Why not let others know about your experience with Fireplace World.  If  you are happy or unhappy with your purchase write a review against the product you purchased and help future customers make informed decisions based on your comments.