Frequently asked questions

Do you have a question?

At Firepit-online.com we regularly get questions about payment, shipping and of course our products. Do you have a question? Perhaps it has already been answered below. If not, please contact us. We’ll be happy to help you with your question!

1. Is ordering at Firepit-online.com safe?
2. Can I pick up my order myself?
3. Can you tell me when my order will be delivered?
4. I haven’t yet received my order but the delivery time has past. What now?
5. What are the shipping costs?
6. Do you deliver to companies?
7. Do you offer a discount if I decide to order multiple articles of the same kind?
8. I'm looking for a specific item which I cannot find in the web shop. Can you special order this item for me?
9. Do the quoted prices include VAT?
10. How can I pay?
11. How do I cancel an order?
12. I want to return an item. What should I do?
13. I have a complaint. Where can I go?

Is your question not listed? Please contact us by email or phone.

 

Is ordering at Firepit-online.com safe?

Firepit-online.com always handles your personal information with care. This means that we only use your data for the delivery of your order, checking payments and promotional purposes (such as sending the newsletter). Your personal data is processed through a secure server, identified by "https" in the address bar. As a member of the quality mark "Webshop keurmerk"  we are also required to adhere to a set of rules that guarantee safe and reliable online shopping. You can read more about safe shopping at Firepit-online.com here.

 

Can I pick up my order myself?

At Firepit-online.com you can also collect your order yourself. Orders can be collected on working days from 9.00 to 17.00. In order to do this, you’ll need make an appointment with one of our employees. They’ll always confirm the appointment by email. You can choose to collect your order at the checkout. There will be no shipping costs.

 

Can you tell me when my order will be delivered?

Over 95% of the items in our store are in stock and can be delivered within 24 hours when you order on normal working days before 17.00hrs. Unfortunately we can not say in advance during which part of the day your order will be delivered. You’ll be able to follow the progress of the shipping process with a Track & Trace number. You’ll receive this number by email once your order has been shipped. Here you can read more about the delivery.

 

I haven't yet received my order but the delivery time has past. What now?

You’ll usually receive your order within a few days if you order on working days before 17.00. This is an indication and not a deadline. The actual delivery time may vary due to unforeseen circumstances during the shipping process (in particular the handling by DHL). If you have not received your order after two working days (and the expected delivery time was 24 hours), you can contact us by email or phone. Then we’ll try to figure out why the delivery was delayed as quickly as possible and do whatever is necessary in order to deliver the product to you.

 

What are the shipping costs?

Firepit-online.com keeps it simple. For all deliveries within the UK you pay only € 12,50 per order. In case of pallet shipment, there are other price calculations. Find the rates for international orders here .

 

Do you deliver to companies?

Yes, Firepit-online.com supplies both individual and corporate clients. For major customers, we often have special rates. With every product you may request a quote. We’ll inform you as soon as possible about the price. For example, Firepit-online.com regularly supplies fire pits for Christmas business gifts.

 

Do you offer a discount if I decide to buy multiple articles?

For major customers, we often offer discounts. For each product you can request a quote when you’re planning on ordering at least five items. We’ll inform you as soon as possible about the price.

 

I'm looking for a particular item that is not available in the webstore. Can you you order this item for me?

If you are interested in an item that is not in our online store, you can always contact us. Then we’ll look for the item you’ve requested and tell you the price and delivery time. It’s also possible that we’ll have a similar alternative in our online store.

 

Do the quoted prices include VAT?

Yes, we’re legally obliged to show you the price plus VAT. On the order overview and in your order confirmation you can find the amount excluding VAT and the total VAT amount. This data is especially useful for business customers.

 

How can I pay?

Firepit-online.com offers you various payment methods: Visa, MasterCard, Paypal, in advance or even afterwards with Klarna. Here you can read more about our payment  options.

 

How do I cancel an order?

An order can be cancelled or modified as long as it hasn’t yet been transferred to DHL. You should contact us as soon as possible for a change or cancellation. You can read more about the cancelling or changing orders here. 

 

I want to return an item. What should I do?

It can happen that you change your mind about a product after receiving it. You then have the ability to return one or more articles within 14 days. In this case, you will be responsible for the shipping charges. Some conditions apply for returning goods. You should therefore read the return procedure before you return items.

 

I have a complaint. Where can I go?

Of course we do our best to satisfy you with our products and service. If you are not fully satisfied, then you can make your complaint(s) by email. Your complaint will be handled as quickly as possible.