THE FIRE ARCADE DELIVERY INFORMATION

The Fire Arcade Delivery Information At The Fire Arcade, we pride ourselves on offering a FREE delivery service to all mainland UK postcodes. Many of us are used to seeing delivery charges especially for larger items and even more so if you live in a remote location. At The Fire Arcade, it is FREE. While we would love to extend this service to everywhere in Great Britain, unfortunately in selected areas, we are unable to absorb the costs in our very competitive pricing structure. We do unfortunately have to charge our customers for deliveries to the following locations, Northern Ireland, The Channel Islands, The Isle of Man, The Isle of Wight, and all other Offshore Islands. In these cases, we will contact you to update you with the delivery charge (We will soon be updating our website so this will be updated at checkout so please bear with us while we move to this change). We can deliver free to mainland UK shipping agents that specialize in offshore deliveries. We suggest you arrange this before placing your order and specify the name/ delivery address/reference number for your chosen agent in the delivery address. We can of course advise you of companies we are aware of and have experience of but cannot take any responsibility for their actions or pricing. The Fire Arcade and our Direct Delivery partners aim to deliver all our orders on the selected delivery date that you have been advised with from our Direct Delivery Partners or Our In-House Team. At present, as you might be aware there has been increased pressure on delivery networks especially those involving heavy goods primarily due to the shortage of drivers, but other local factors can come into play. While we regret any delay these incidents are beyond our control but rest assured, we will work with you to secure the best outcome we can and will get back to you as soon as we have a response. Please bear with us as we do not necessarily get an immediate response to delivery enquiries from depots directly or via our partners. Most of the Gas and Electric Fires are delivered by parcel couriers due to their size and while not directly affected in terms of the delivery vans you see; their larger transfer vehicles could be delayed due to driver pressures. Most of our products have estimated delivery dates or lead times that we are working to. This is an indication of the expected time we expect the goods to arrive but is not a guarantee. Our team is constantly updating these times with information received from our suppliers, but unfortunately due to factors that are beyond our control sometimes our suppliers find that they are unable to keep to them for a particular product which we can only apologise for. We are constantly following up on all our customer orders and we will update you with any changes that occur. Occasionally we make mistakes and if the lead time is incorrect on our site, we apologise in advance for this and will do our best to resolve any issues that we have caused. PLEASE NOTE THAT WE STRONGLY ADVISE THAT YOU DO NOT BOOK ANY CONTRACTORS, PLUMBER’S, OR FITTERS UNTIL YOU HAVE RECEIVED YOUR GOODS AS UNEXPECTED DELAYS CAN OCCUR. DELIVERY INFORMATION KEY POINTS – PARCEL DELIVERY 1. FREE DELIVERY to All UK Mainland Postcodes 2. Low-Cost Delivery to Northern Ireland, The Channel Islands, The Isle of Man, The Isle of Wight, and all other Offshore Islands. Due to the nature of certain products for transportation or warranties offered by the manufacturers on electrical items, we might not be able to offer delivery to your location and we will advise you of this as soon as we are aware. Delivery times to these locations might be longer than the estimated dates on our site. 3. Most gas fires and electric fires are delivered directly from our suppliers via parcel couriers such as DPD, UPS and TNT as examples due to their size. 4. You will receive an order confirmation and subsequently delivery information from our in-house team once the supplier has confirmed your order with us (please check your junk email if you do not receive a confirmation). You will be contacted by the supplier or their agent to arrange delivery of your order as soon as they are able to do this, and your goods have been prepared for dispatch. Please let us know or the supplier if you have any delivery restrictions such as access codes that could affect your delivery. 5. Most parcel deliveries offer a text service that will approximate a delivery time for your goods which is usually updated on the morning of the delivery depending on the service offered by that courier. 6. Please inspect the goods on arrival to see if there has been any visible damage during the delivery process and contact us immediately (details below). Following delivery please check the goods within 48 hours, so if there is any damage that could not be seen at the point of delivery, we can log it with the supplier and resolve any issue. Failure to do this can limit our ability to deal with issues after this time. 7. If the goods have been shipped and are on the way to you in line with the preferred delivery date, confirmed date or estimated date any cancellation or amendment to the order after this time will result in the goods being returned to us or a supplier will be treated in the same way as a return. The costs for returns are in our return policy. DELIVERY INFORMATION KEY POINTS – PALLET DELIVERY 1. FREE One-Man Delivery to All UK Mainland Postcodes. (Please see Points 8/9 if you are not in on the selected delivery date.) 2. Low-Cost Delivery to Northern Ireland, The Channel Islands, The Isle of Man, The Isle of Wight, and all other Offshore Islands. Due to the nature of certain products for transportation or warranties offered by the manufacturers on electrical items, we might not be able to offer delivery to your location and we will advise you of this as soon as we are aware. Delivery times to these locations might be longer than the estimated dates on our site. 3. You will receive an order confirmation and subsequently delivery information from our in-house team once the supplier has confirmed your order with us (please check your junk email if you do not receive a confirmation). You will be contacted by the supplier or their agent to arrange delivery of your order as soon as they are able to do this, and your goods have been prepared for dispatch. 4. The goods are delivered by a national pallet delivery service arranged by us or our suppliers depending on the goods you have ordered. The majority of lorries are fitted with a tail lift and are the equivalent size of a fire engine. Please note that if you live in a property that might have access issues for this type of vehicle, please let us know in advance to avoid disappointment. We would recommend using the 2-man delivery service in these cases as they use smaller vans and can help you in to your house with the items. If we are unable to deliver due to access issues, we would have to charge a redelivery fee which would be dependent on costings for arranging a non-standard vehicle. 5. Most pallet delivery firms are updating their customer notification systems, and many offer a text message service to let you know an approximate time of delivery. The larger vans often do a morning and afternoon run so if you have not had a text by 10 am you would be on the afternoon run and you would be texted from 1 pm. (Please note that not all depots have this service, and we cannot promise that the times can be kept to due to local conditions on the day). 6. The drivers are contracted to deliver the item to your property and must use a pallet truck to lift/move the goods which are normally quite heavy and can be up to 1mtr wide (occasionally larger). If they cannot operate the pallet truck safely due to gravel/stone drives, steps, or slopes as examples they will only be able to leave the item at the first available access point. They will try to assist as best they can but can only stay at each property for a limited period. They will try to assist as best they can but can only stay at each property for a limited period. They cannot bring the goods inside your house and will leave the goods with you on the delivery pallet. 7. The drivers will ask you to sign for the goods. Please check them thoroughly and sign for the goods noting the condition they arrived in. Please contact us on 01229 445214 or email info@thefirearcade.co.uk if you believe the product is damaged on arrival. 8. Following delivery, can we please ask you to check the goods thoroughly within 48 hours so if in the unlikely event that there is any visible damage, we can contact the manufacturer so we can jointly resolve any issues. Any reports after this timescale limit our/the manufacturers' ability to accept responsibility for any damage. Please contact us on 01229 445214 or email info@thefirearcade.co.uk if you believe the product is damaged. 9. If you are not going to be in at the time of delivery and require the item to be left, please email us confirming this. Please note that if the item is left under these circumstances, we cannot take any responsibility for any damage that might have occurred in the delivery process or for any other events because of us leaving the stove with your permission. 10. If you are not in on the designated delivery day, we will try, if possible, to contact you so we can make delivery. Drivers will only stay on site for a short period (5-10 minutes approximately) as they have other customers to deliver to. If we are unable to deliver the item, we will have to charge a £40 re-delivery fee. 11. If the goods have been shipped and are on the way to you in line with the preferred delivery date, confirmed date or estimated date any cancellation or amendment to the order after this time will result in the goods being returned to us or a supplier will be treated in the same way as a return. The costs for returns are in our return policy. ONGOING PALLET NETWORK DELIVERY ISSUES 1. As you might have seen on the news the UK Delivery Networks are facing unprecedented issues mainly because of a lack of trained delivery drivers for larger vehicles. This unfortunately is an issue that cannot be quickly resolved and affects all delivery depots across the UK and will potentially have a bigger impact in the later months of the year. We know the Road Haulage Association, Delivery Companies and Government are working on some short-term solutions such as increasing drivers working hours and various providers are training and testing drivers as quickly as possible. 2. We work very closely with our delivery partners as do our suppliers to try and alleviate any issues that do occur but along with other users of these networks’ delays are beyond our control and we/our partners might not receive these updates until the day or even after the delivery has been missed. I am afraid that we cannot take responsibility for any costs involved in your order missing its delivery day/slot. 3. We will try and contact you if we know that your delivery will be subject to a delay, or the selected date cannot be met. We can only apologise in advance if you are affected but we will ensure that we will work with you and the delivery companies to try and resolve any issues. 4. Certain postcodes are affected more than others and we have noted that delivery companies will let us know in advance if they cannot offer the standard services. We will let you know in any delivery confirmation email if your area is affected, and we cannot make the selected delivery date. In these cases, deliveries are usually offered on a book in service by delivery depots and they will contact you directly. 5. While parcel delivery vans are unaffected at present, we are aware that the transfer vehicles might be affected by a shortage of drivers which could have a knock-on effect on your advised delivery date. 6. WE STRONGLY ADVISE THEREFORE THAT YOU DO NOT BOOK ANY CONTRACTORS, PLUMBER’S, OR FITTERS UNTIL YOU HAVE RECEIVED YOUR GOODS DUE TO THESE ISSUES. If you have any questions or need to enquire about the services we offer, please email info@thefirearcade.co.uk.