Order Confirmation

When we receive your order, we provide you with a confirmation to your email. In addition, when you receive your order confirmation we have pre-authorised your payment method. We check with our warehouse or suppliers to make sure that your desired item is available and can be despatched. In the event that your items are unavailable for immediate despatch, we remove the pre-authorisation from your credit card and send you an email informing you of our actions. When items are available to be dispatched, we process the charges and prepare to despatch your order.

How Will My Order Be Delivered?

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at:        

sales@expertfires.co.uk   

Our delivery partner will call you once your item has been dispatched to arrange a delivery time and date to suit you.  

Where Does Expert Fires Deliver?

We deliver anywhere in the UK (United Kingdom).

There may be additional charges for the 'offshore domestic regions' and ‘Scottish Highlands’:  Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland.

If your address is outside of the UK mainland please contact for a delivery quote, either by email sales@expertfires.co.uk or by phone 020 3488 7840. 

Should I let you know if there are any obstructions for delivery?

Before delivery, our email notifications to our customers will always include requests to confirm any obstructions and/or additional instructions that may restrict delivery (for example, steps, narrow staircase etc). If in the unlikely event that the delivery is unsuccessful due to access issues, additional charges will be incurred.

What is a kerbside delivery?

A kerbside delivery is via a freight company and the item will be delivered just to the kerbside, so please make sure there are people on site to accept the goods.

For kerbside deliveries, it is important to ensure the goods are checked before signing for the item. In the event the goods arrive damaged, please refuse delivery.  Once the goods are signed for we cannot guarantee the claim for damage will be accepted.

Damages

We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to sales@expertfires.co.uk ,so that we can open an insurance claim on your behalf.

Signing for items at time of delivery

It is extremely important to check all items for damage before signing and accepting them. We will not be able to accept any claims for damaged items if you have signed the delivery paperwork and accepted goods.

Please take the following steps:

1. If our delivery team have not already done so, please take the item out of its packaging (do not just look at the packaging)
2. Inspect goods carefully (all the sides, corners and doors if applicable)
3. If there is no damage, accept and sign
4. If there is damage do not accept or sign (you can instead write Delivery refused as item damaged)

Once goods are signed for we cannot be held responsible for any damages and the customer is required to prove to us the damage was there before delivery. 

Please make sure that anyone who might accept a delivery for you understands this, please also make sure the person who is signing for goods on your behalf is over 18 and if it is your 'acceptor' you are obliged to make sure they know they have to inspect the goods properly before signing.

Regarding re-delivery

If there is no one at the delivery address to receive the goods, and if you have not made an agreement that the goods can be placed at the address, the Courier Company will take the goods back and try to re-deliver. If you refuse reception in order to have the order delivered at another time without an agreement with Expert Fires on this, this is also considered a re-delivery. The price for a re-delivery varies from £45 to £100.

Cancellations & Refunds

Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.

Items Under £200

For any items under the value of £200, a delivery charge will apply to send these out.

Damaged or Faulty Items Received By You

If you received a damaged or faulty product, please notify us immediately for assistance.  

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:
Phone: 020 3488 7840

Email: sales@expertfires.co.uk

Don't get burned. Get Expert Fires' Price Check Promise!

We work hard to make sure our prices are the best in the UK. But if you happen to find a better price from another retailer, we'll match it!*

Seriously. We're so confident in our competitive pricing, we guarantee that we'll match or beat the price on any identical product from any UK-based online retailer.

The only thing you have to do? Show us their deal, and we'll not only match their price but we’ll also give you an extra £10 off your purchase.

See, not many retailers will do this for you, because they'd rather just keep the price high than offer you a fair deal. But we get it: shopping should be easy and fun (not stressful), and saving money always feels good. So that's why we want to earn your trust by offering our Price Check Promise.

Expert Fires is all about giving customers a great experience, so if there's any way we can make your life easier while still delivering amazing products, we're going to take it. So when you're comparing prices on similar items, be sure to check out Expert Fires first—you may find that you save more by buying from us than anywhere else!

*Our Price Check Promise terms and conditions: We will match any competitor's online price within 7 days of your purchase. Make sure you have proof of the lower price via direct link or screenshot with a date. We will not match prices for products that are shown as 'out of stock. This does not affect your statutory rights.

To use our Price Check Promise:

• You must purchase the item from our website before requesting your Price Match Guarantee
• Promotions such as rebates and buy one, get one free offers are not eligible
• The item must be in stock on the competitors' website
• The competitor must be an online store, they may not have a retail location
• The website can not be a discounter or auction website (ie; eBay, overstock, etc..)
• The competitor must be an Authorised Retailer for the product in question
• The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax

Exclusions To This Price Match Promise:

• Refuse our Price Match Promise, in the event of a blatant error, mistake, or typographical error.
• Refuse our price check promise, which would result in financial loss to us as a business

Please note:

We have the right to withdraw or change the terms of this price match guarantee at any time.

Placing An Order FAQs

Will I get confirmation of my order?

As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase.

I placed my order but did not receive a confirmation email. Why?
If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into:

1. Our emails might be going to your junk or spam folder
2. There might have been a misspelling when you entered your email address during checkout
3. Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.

To be on the safe side, we encourage our customers to provide an alternate email to sales@expertfires.co.uk  

What happens after I receive my order confirmation?
We check with our warehouse or suppliers to make sure that your item(s) are available and can be despatched as soon as possible. If your item(s) are available for shipping (within 5 business days), we'll process the charges and prepare to ship your order.

In the event that your item(s) are unavailable for immediate despatch, we remove the pre-authorisation from your payment method and reach out to you via email or telephone.

Why do you need my phone number?
Some of our deliveries our couriers require a contact number to ensure a smooth delivery of your order. We won't give to anyone else, it’s kept private and confidential. Plus if there's any issues with your order we can contact you quickly and easily.

Is it safe to buy online through your website?
Absolutely. Expert Fires strives to provide our customers a safe and smooth customer experience. This site uses SSL encryption technology so that you never have to worry about credit card safety.

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Delivery FAQs

Where do you deliver?
We deliver to the United Kingdom only.

Please Note: There may be additional charges for 'offshore domestic regions': Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Islands and Northern Ireland.

Do you deliver outside of the United Kingdom?
No sorry, currently we only deliver within the United Kingdom.

How long does it typically take for your products to be despatched?
Usually within 48 hours of processing your order but it can vary for different suppliers.

How long does it typically take for my purchase to arrive once it’s despatched?
Usually 4-7 business days, however some larger items can take longer.

Can my order be delivered to a PO Box addresses?
Unfortunately, we cannot deliver to PO Boxes.

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Electric Fire FAQs

Do I need a chimney or flue if I get an Electric Fire installed?

Electric fires are the future of home fires. They don't emit fumes, so you don't need a chimney or flume to install an electric fire in your house. You simply plug it in and turn it on—then sit back and enjoy your new electric fire!

Who can install my new Electric Fire?

If you are confident in your DIY skills and have access to the correct tools, this should be an easy process for you. Our fires come with a comprehensive user manual that gives clear instructions on how to install the fire yourself. 

If you would like an expert to install your electric fire for you, we recommend using Rated People. This site allows you to find a tradesman in your local area and read reviews from previous customers.

How do I clean my Electric Fire?

Cleaning your electric fire is a breeze, but it's important to follow the steps carefully. Here are some tips to help you keep your fire looking great:

First, make sure the fire is unplugged and has cooled completely before you start cleaning. Using a damp cloth (not wet), gently wipe over the fire.

You can use a standard household glass cleaner on the glass of the fire, but be careful not to use any abrasive cleaners that could damage the fire.

And remember: while our fires are designed to give you warmth and comfort, they should not be used as a primary heat source.

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Media Wall FAQs

Q: Can the TV opening sizes be changed?

A: Yes, provide us with your TV’s length and width we will design the top section of the media wall around these sizes leaving a gap all around.

Q: Can I add a soundbar cutout?

A: Yes, provide us with your soundbars length and height we will design the top section of the media wall around these sizes leaving a gap all around.

Q: How do I access the back of my TV when it is fitted in place?

A: Your TV needs to be fitted onto an extendable bracket which allows you to bring the TV forward to access the cables.

Q: Were can I place my Sky Q box?

A: The Sky Q box can be fitted behind your TV.

Q: Can the electric fire be plugged into an extension lead.

A: No, the electric fire must be plugged into its own socket.

Q: Is there a cavity behind the bottom section of the floor standing media walls for a socket to be fitted?

A: Yes, the socket should be installed approximately 8 inches from the floor to the bottom of the socket.