FAQ
We are receiving a lot of questions that recur. We have therefore gathered the most frequently asked questions on this page, to make it easier for you.
If your question is not answered here - then you are always welcome to contact us.
1.0 Generally
1.1 How do I get in contact with you?
During our opening hours, you can always contact us via live-chat, mail or phone. If it's outside our opening hours, we can be contacted by e-mail or via an offline message on our chat. We will do our best to respond to all inquiries within 24 hours.
OPENING HOURS:
Monday - Friday: 8am - 5pm
Saturday: 9am - 2pm
1.2 Where can I see your fireplaces?
We have a showroom in Greenwich, London. Our address is 53 Norman Road, SE10 9QF.
1.3 Do you offer price quarantee?
Yes, we offer a price quarantee on all our fireplaces. This means, that if you find a fireplace cheaper on another website, we can match the price. In you want to take advantage of a price quarantee, please contact customer service by chat or e-mail. Here you can send a link to the site you have found the fireplace cheaper.
For the price quarantee to apply, it requires that the fireplace is in stock and ready for delivery at the dealer you have found the fireplace at. In addition, the fireplace must not be a part of a discontinuation sale.
2.0 Questions for the products
2.1 The product is sold out - when will it be back in stock?
We are always trying to have as many items in our warehouse as possible, however, this is not an option for all our fireplaces and some will therefore be non-Inventory items, and will be ordered as soon as an order is specified. But, there can be situations with sold out items, in these cases the expected delivery time will be stated on the product.
If you are in doubt about whether an item is in stock or not, you are always welcome to contact customer service by either e-mail, livechat or phone.
2.2 Need further information?
As far as possible, all our products are listed with as much information as well as images and video material. But, there can be a few products with exceptions - in these cases our customer service would love to help.
3.0 Shipping and delivery
3.1 Who is my order shipped with?
All our orders will be shipped with external freight companies such as UPS and Palletforce etc. at a minimum price of £9 per order under £100. When you order an item, you have the option of choosing the delivery method you want. Smaller orders are sent by parcel post, whereas larger orders are sent on pallets.
3.2 How long is the delivery time?
If the item is in stock the delivery time will usually be 1-3 business days. Non-Inventory- and customized items will have a varying delivery time of about 2-8 weeks.
4.0 Prices
4.1 How will the payment be done?
You can pay with credit card, bank transfer or Paypal.
4.2 Prices on products
All prices shown on the webshop are including VAT and other charges. The prices are daily prices.
4.3 Reservations are taken for
Printing errors, price changes, discontinued goods and delivery failure from third parties.
5.0 After ordering
5.1 How can I cancel my order?
Have you regretted your order? So hurry to contact customer service by either e-mail, phone or chat. We usually ship our packages the same day we receive the order. If you therefore wish to cancel your order, you should contact us as soon as possible.
5.2 How can I return my order?
If you want to return you order, you must fill out our return formular, to get the fastest service.
5.3 Transport damage - what do I have to do?
We always try to pack our orders securely so that they are secured during the entire shipment. But, unfortunately, that is not always enough. If you have received an order that has been damaged during transport, it is important that you contact customer service as soon as possible. here you will be asked to send some pictures of the package and the damage. Then, in collaboration with you, we will find out if necessary spare parts need to be sent to repair the damage, or if a new replacement product needs to be sent.
6.0 Collaboration
6.1 I'm a reseller and want a B2B collaboration
If you are a dealer and want to work with us - the you can apply to become a B2B customer. If you are approved, you will receive exclusive discounts on a wide range of our products.
6.2 I'm a producer and want a collaboration
We are always looking for new and interesting products for our range. If you think that your products is missing in our range - then you can contact us at the following e-mail address: info@electric-fireplace.co.uk.
6.3 I'm an influenccer/blogger
We love social media, and are always open for collaboration requests. If you have a blog or other SoMe platform what will match our products, you are always welcome to send your bid for a collaboration and what you will be able to offer to info@electric-fireplace.co.uk. Then we will take a look on it and get back to you as soon as possible.