At Flames Direct we always want your shopping experience to be pleasant, easy and fluent. In order for us to achieve this, we would like explain the delivery procedure, receiving of goods and our returns policy to you, so that you know precisely what to expect from our delivery service
Delivery
When we receive your order, our experienced sales and service team will check over all of the details carefully and precisely. This will give us the opportunity to answer any queries or special information you have sent through to us, regarding your purchase. Once we have completed this and full payment has been received we can promptly start to process your order and aim to dispatch your order to you as quickly and as soon as possible.
We provide free delivery to most of the UK mainland, some areas may be subject to a delivery charge, for example, areas of the Scottish Highlands, Scottish Isles, Isle of Man & Channel Islands. If your location does fall outside the area of free delivery, you will be notified during the checkout process on this website.
We use a range of couriers and services to deliver our products in the fastest, safest, and most reliable methods available, based on the products ordered and location of the delivery. Our dispatch system will select the most appropriate service based on these variables. Typically, within 2 working days of placing your order, you will receive a dispatch email from Flames Direct detailing how you will be contacted about delivery of your order.
We strongly recommend that you do not book or schedule contractors or fitters to install products purchased until you have received and inspected your goods for damage, incorrect or missing items as Flames Direct cannot be held liable for any costs as a result of this.
Upon delivery you will be asked by the Driver to sign the delivery note. Upon signing this consignment/delivery note, you are indemnifying the freight company of any responsibility and acknowledging that you have received the goods in “Good Condition”. We recommend and advise that you unpack and check the goods as soon as you can. In the unusual instance where the delivery driver refuses to wait for you to unpack then please mark the goods as damaged on the delivery note, so you are covered for all eventualities.
Our standard delivery will be a one man delivery from a nationwide reputable courier company. We usually advise that you have somebody there to help assist the driver upon delivery. Unfortunately due to insurance, health and safety reasons the driver is NOT able to move or place the product inside your property.
A number of the items sold on our website are delivered directly from our suppliers; this is clearly indicated on the relevant product page. Lead times for these items do vary from 3 working days up to 28 days. Selected suppliers will contact you directly to arrange a suitable day for delivery; this is highlighted on the order confirmation e-mail once your order has been placed.
Certain products include a free 2 man delivery service, this will be indicated on the product page. For products that include this delivery method you will be contacted directly to arrange a suitable day for delivery and once at your property the delivery drivers will take the product to your room of choice, unpack the item and remove any unwanted packaging for your convenience.
A dispatch confirmation email will be sent upon dispatch and this will include tracking details of your order. If you’re a registered customer you can also find these details by logging into your account and viewing your order history.
In the unlikely event that your order hasn’t arrived, or arrives incomplete, or the goods are damaged, please mark this clearly on the delivery note and either email our customer service team at info@flames-direct.co.uk, or use the form on our contact page.
Returns
Flames Direct offers a 14-day money back guarantee on all of our products. That means if you’re not 100% happy with the quality of the items you receive, you can return them straight back to us.
In order to return your product to us, you must notify us within fourteen (14) days from the day your order is delivered. We are unable to arrange exchanges or refunds outside of this period. If you wish to return a product please notify us by email to returns@flames-direct.co.uk, a model cancellation/returns form can be found in our Terms & Conditions of Sale. On receipt of your email, we will advise the steps to follow. Please note that you, the customer, will be responsible for any costs incurred to return the product, which will be deducted from the amount we refund to you.
To qualify, all we ask is that the goods are returned by you are:
- Unused
- Uninstalled
- In the same condition as you received them
- In the original packaging
Products which are made to measure or manufactured to your requirements, or otherwise customised or made to your specifications will not be exchanged or refunded unless they are faulty or incorrectly delivered.
Products which become mixed inseparably with other items after delivery (which may be the case where the Products are installed) will not be exchanged or refunded unless they are faulty.
We ask that customers make a full inspection of all products received on the day of delivery. We must be notified of any items that arrive faulty or damaged within 48hrs of receipt. For this we advise that you email returns@flames-direct.co.uk detailing the damage with images if appropriate. We will then acknowledge the email and advise you on the next steps to be taken.
Please note: All goods reported as faulty will be tested by manufacturers, if it is determined the goods are not faulty or if the faults are deemed to be caused by damage or abuse this will void any warranty and no refund or replacement issued (goods will then be returned at the customers expense).
We will refund the price paid for the returned order (or part of the order), less any collection or return costs or charges (if any) within fourteen (14) days of receipt of the returned order. If only part of an order is returned, we may recalculate any applicable delivery charge and deduct this from the refund. We will be unable to provide a refund if the Products are not returned to us or if they are damaged when they arrive.
We are required to process all refunds to the original payment method applied when you placed your order. This is the case even if the payment card used has now expired, or your account has been closed or cancelled.
