IMPORTANT UPDATE – PALLET NETWORK
Since the easing of lockdown restrictions in the UK increased road traffic has affected some areas of the UK pallet network which may cause a delay to your scheduled palletised delivery, we will do our upmost to keep you informed and updated, deliveries from our own vehicles will always be our preferred option as this mode of delivery is unaffected.
Generally, if we have the item in own warehouse (this is generally indicated by an actual number shown on the page), delivery can be expected within 5 to 10 working days. If we have to obtain goods from the manufacturer, delivery is usually within approximately 10 – 15 working days.
Based in the UK, West Country Fires can deliver to any address within mainland England and Wales free of charge. Should you require delivery to any areas outside of mainland England and Wales please contact us for further details. We pride ourselves on outstanding customer service with a personal touch, so we contact you individually to arrange a convenient delivery day to suit your needs, we will not despatch your order until you have confirmed that it is convenient to do so.
Standard delivery which is carried out on Tuesday to Friday is free of charge for deliveries within mainland England and Wales. Deliveries to Scotland may incur an additional charge. Deliveries can be arranged Tuesday to Friday inclusive. We can deliver on a Saturday but this will attract a separate charge. Please enquire for delivery costs to any area other than mainland England and Wales. However, we do run ‘Free of Charge’ promotions from time to time in additional areas such as Scotland.
Spare parts, accessories and sundry items will incurr a delivery charge.
Europe, USA and Rest of the World
We also handle orders and inquiries from all over the world and we are pleased to offer an ordering service (international restrictions notwithstanding) where overseas customers may arrange their own transportation of goods from our warehouse.
Estimated Delivery Lead Times
Delivery times can vary depending on availability and time of year. We recommend you contact us on 02380 333818 for an up to date lead time prior to placing your order.
Generally, if we have the item in stock, delivery can be expected within 5 to 10 working days. If we have to obtain goods from the manufacturer, delivery is usually within approximately 10 – 15 working days.
Certain special order items, enamelled items and bespoke items can/will take longer. The lead time for these items would be checked upon enquiry.
If you need to book an installation date, we strongly advise waiting until you have received and accepted the delivery before making a commitment.
Delivery of Products – Terms & Conditions
Please read carefully our Important terms and conditions regarding deliveries
Deliveries are made using reputable carriers and we will arrange delivery to any mainland UK address as designated on your order form. For security and health and safety reasons, it is required that someone is present to receive the goods in all cases at the billing address. A convenient delivery day will always be arranged prior to dispatch. Our fires are dispatched from our warehouse on pallets. It is advised that at least two persons are present to accept delivery, as the drivers are only allowed to place the pallet at the entrance to the property. Unpacking and moving of goods is the responsibility of the customer, and the pallet is left for customers to dispose of themselves.
All deliveries require checking and a signature stating ‘received in good condition’ as standard. Please open and inspect goods in the presence of the delivery driver, as the courier company have informed us that they will accept no responsibility for damage after the driver has left. Once goods are signed for they are deemed the responsibility of the customer, therefore checking the goods on arrival is VITAL.
Please do not sign for any delivery that shows any sign of damage on the outer packaging as this is a clear indication that there may be damaged goods within the packaging. In this instance please either refuse delivery and return to driver or sign for goods as damaged and inspect the contents immediately. Please report any damages to us as soon as is possible within 24 hours.
If for any reason the goods are delivered damaged, such damage must be reported by telephone and/or email within 24 hours of arrival, whereupon arrangements will be made for such replacements as deemed necessary.
If any parts are missing from the delivery, and can be proved to have been ordered in the first instance, then these also need to be reported by telephone and/or email within 48 hours of arrival. Failure to comply with this may incur further delivery charges for any parts missing.
Failure to advise us of access issues or road weight restrictions or your unavailability to accept the delivery on the pre-arranged day will incur a re-delivery charge from £50.00.
For customers who are able to visit our showroom in Southampton we offer a free collection service. If you would prefer to collect your order please enter code “Collect” at the checkout, this discount is only available on selected items. Once your order has been placed we will process it and place any necessary purchase orders with our suppliers. If the items are already in stock you will be contacted to inform you that your order is ready to collect. If they are out of stock we will place an order with our supplier and notify you as soon as it comes in to our warehouse.
When collecting please bear in mind the size and weight of your order compared to that of your vehicle and ensure you will have adequate space to safely transport the product. Our transport team will be able to help you load your vehicle at West Country Fires but you will need sufficient man-power to unload it at home. The address for collection is:
- West Country Fires
- 27-33 High Street
- SO40 9HL
Please visit the showroom on arrival and present the card that the online purchase was made using for verification purposes.
West Country Fires promise that when you place an order with us, or make an enquiry, you will receive a response within twenty-four hours.