If you have placed your order and have a delivery query please contact your local showroom or our Delivery Planning team.
To find your nearest showroom click here or call 0845 366 0400
Delivery Planning: firstname.lastname@example.org / +44 (0)1295 814313
frequently asked questions
Q. I live overseas, can I still buy from you directly?
A. Yes, provided we do not have a distributor in your country of residence we can arrange the export of your order for you. If we do have a distributor, whilst we cannot export directly to you, we can certainly assist you with an introduction to our local team who will be able to assist you with your purchase.
Our export team can be contacted on 01295 814272; and will be happy to explain how to arrange an overseas delivery.
Q. My property is difficult to access in a large vehicle, can you still deliver to me?
A. Yes, we can certainly still deliver to you, however we may need to organise a specific type of vehicle. Please contact us for help and advice.
Q. I live in a flat or up several flights of stairs, can you still deliver?
A. This shouldn’t be an issue, but please do make us aware at the point of placing your order. Our home delivery team will contact you discuss any delivery restrictions or likely issues before delivery; but if you suspect our delivery team may struggle to deliver to your address, call us as soon as possible to discuss any concerns on 01295 814399.
Q. I am expecting a delivery today; can I track my order?
A. If you are waiting for a Fired Earth delivery on our own vehicles, we can only give you an AM or PM delivery slot prior to the delivery date. We can give you a rough indication of time but this will be estimated as there are so many elements outside our control. If you are waiting in for a delivery, we will happily check our vehicle tracking systems to see if we can assist you any further.
If you have booked a carrier delivery, our carriers operate on a service standard of anytime between 8am and 6pm Monday to Friday (unless otherwise agreed) and do not offer a tracking service. If you are concerned about your delivery because it is getting late in the day, we will check with our service provider for an update.
Q. I missed my delivery, what happens now?
A. Please contact your local store as soon as possible and our team will help arrange a new date for the delivery. We may have to charge an additional delivery fee for this service if our delivery team attempted the first delivery at the pre-agreed time.
Q. Can I have my goods delivered to an alternative address?
A. If you have previously bought from us and arranged delivery to your account address, we can deliver your order to an alternative address for any subsequent deliveries. Sadly, if this is the first delivery for you, we can only deliver to the account address linked to the payment card used. This is to protect you from fraud or card misuse.