Shipping policy

PRODUCT SHIPPING AND DELIVERY
 
All shipments will be made by the method deemed most advantageous and at the sole discretion of Firefly Direct. Deliveries of our products are typically made Monday through Friday between the hours 9-6pm. Delivery dates are approximate and subject to delay due to events beyond reasonable control of Firefly Direct. We accept no liability for loss of income or revenue, loss of business, loss of profits or contracts, loss on anticipated savings as a result of delay in delivery.
All goods must be signed for upon delivery. In the event there is no one present to sign then delivery may be rescheduled. It is strongly advised that you unpack each part before signing. Upon delivery you have 30 minutes to check the goods and report any discrepancies to the delivery team. It is your responsibility to check the goods on delivery to ensure they are of satisfactory condition.

All deliveries will be delivered to ground floor level only and our delivery team will not take any product up any stairs.

Please make sure all items that are purchased fit inside your home you can contact us sales@fireflydirect.co.uk to get product dimensions before you purchase.
Please ensure access into your property is safe and adequate for delivery. If there is no safe and adequate way into the property, the product may be left at the nearest safe place.
Unless otherwise specifically requested, deliveries shall be made at ground floors only.
Our liability for any damage that occurs in the delivery process as a result of our gross negligence shall be limited to making good the damaged area only.
Firefly Direct shall not be responsible for insurance of the product if the customer chooses to arrange their own shipping or collection.
 

CANCELLATIONS & NON-DEFECTIVE RETURNS

Return requests for fireplace suites, Wall mounted Fireplaces and electric fires must be made within 14 days of delivery. Firefly Direct will not approve a Return request if such request is received more than 14 days after delivery. You may contact Firefly Direct for a Return Authorization Number (RAN) by calling our Customer Service at 0151 245 0697 or email us sales@fireflydirect.co.uk. 

While Firefly Direct includes free shipping on all products at no extra charge, you are responsible for all shipping costs tied to the return of the fireplace back to Firefly Direct please check out our return policy to see the costs for returning your product. The product must be returned in its original packaging and packed safely for shipping.

In the event that your purchase does not meet your expectations and you wish to initiate a return or exchange, Firefly Direct allows a 14-day window for our valued customers to avail of this option. The 14-day period commences from the date of delivery receipt. To initiate a cancellation of your order, kindly notify us via email info@fireflydirect.co.uk Our dedicated team is readily available to guide you through the necessary steps and provide the requisite assistance you can also check out our return policy.

In the event that your returned unit is found to be missing parts or exhibits damage, the corresponding value of these components will be subtracted from your refund amount. This clause is established to ensure that returned units are in the same condition as when originally purchased, and to fairly account for any missing or damaged components. Your understanding and compliance with this provision are appreciated, as they contribute to a smooth return process and facilitate accurate refunds.

 

CUSTOM MADE PRODUCTS

All media walls, inclusive of TV cut-out sizes, soundbar cutouts, and similar items, are considered custom-made products. As such, units that deviate from standard sizes are ineligible for return. Firefly Direct extends a color match service for our products, aiming to accommodate your preferences. However, it's important to note that failure to meet your color matching preferences does not meet the criteria for a return under this policy.