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DELIVERY & RETURNS


If you have placed your order and have a delivery query please contact your local showroom or our Delivery Planning team.

  • General Delivery Contacts

    Nearest showroom click here or call +44 (0)1295 812088, option 1
    Transport: transport@firedearth.com / +44 (0)1295 814270
    Overseas Deliveries: +44 (0)1295 814337 / exports@firedearth.com or contact one of our Fired Earth showrooms.

  • General 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 +44 (0)1295 814337; 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 +44 (0)1295 812088.

    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.

  • Mainland Delivery Charges

    Listed Below

    Paint

    Paint sample pots

    Free of charge up to 3 working days

    Paint (750ml, 2.5l, 5l tins)

    £4.95 per order up to 3 working days

    The delivery charges for all other products are based on the weight and size of the order placed.

    Delivery times are dependent upon stock availability. Fired Earth Web Support will contact you in

     the event of stock being unavailable.

    All other products

    up to 4 samples: Tile and Wood colour samples

    up to 4 - Free of charge

    3-5 working days
    Orders up to 10kg (external carrier)*

    £10.50 per order

    3-5 working days
    Orders 11-20kg (external carrier)*

    £16.00 per order

    3-5 working days
    Orders 21-30kg (external carrier)*

    £26.25 per order

    3-5 working days
    Orders 31-50kg (external carrier)*

    £30.00 per order

    3-5 working days
    Orders 51kg - 200kg by Standard Delivery (Fired Earth transport)

    £45.00 per order

    7-10 working days
    Orders 201kg - 500kg by Standard Delivery (Fired Earth transport)

    £84.00 per order

    7-10 working days
    Orders 501kg - 1000kg by Standard Delivery (Fired Earth transport)

    £114.00 per order

    7-10 working days
    Orders 1001kg - 2000kg by Standard Delivery (Fired Earth transport)

    £162.00 per order

    7-10 working days
    Orders 2001kg - 3000kg by Standard Delivery (Fired Earth transport)

    £240.00 per order

    7-10 working days
    Orders 3001kg - 4000kg by Standard Delivery (Fired Earth transport)

    £300.00 per order

    7-10 working days
    Orders 4001kg + by Standard Delivery (Fired Earth transport)

    Price on application

    7-10 working days
    Orders 51kg to 3000kg by Express Delivery (external carrier)*

    From £78 per order

    3-5 working days

    * External carrier deliveries are not available for bathroom products other than Accessories, Taps and Mixers 

    due to the potential for damage. External carrier deliveries are made to the nearest access point.

  • Delivery Details

    Fired Earth Scheduled Transport
    UK Mainland:
    These deliveries are made by our own fleet of Fired Earth trucks and vans wherever possible. Day-time deliveries are carried out between 7am and 6pm Monday to Friday only, and a morning or afternoon slot is allocated to your order to help you plan your day around the delivery:
    • Simply place your order with your local showroom or the on-line store and confirm a suitable delivery date.
    • We aim to deliver your order within 7-10 days of your order being placed (subject to stock availability)
    • We will endeavour to contact you 2 days before your proposed delivery to confirm a morning or afternoon delivery time on the agreed day/days.
    • Whilst we will try to accommodate your preferred delivery window, this cannot be guaranteed. Our sales teams are unable to guarantee delivery times as the scheduling of our vehicles is outside their control. Our scheduling system routes orders to ensure we make best use of the available driving time and vehicle space.
    • Wherever possible we will deliver your order onto your premises, and will always deliver inside your home if safe to do so, if you have ordered furniture or wood products. Due to the heavy nature of our tile and bathroom products we strongly recommend that these are delivered and stored in a dry external location i.e. garage, outhouse or on a driveway until needed. All orders will be wrapped to withstand inclement weather for a short period of time.
    • Some products can only be delivered to the nearest access point due to their individual weight; our store teams can advise you if your product is affected by this restriction. NB: due to the breakable nature of our products, it is important to reduce any unnecessary handling. If we are unable to make contact with you to confirm your scheduled delivery time, we will remove your order from the schedule to avoid a failed delivery. Our Home Deliveries team will make every effort to contact you via our text service, a call which will display on your handset as 01295 812088, or via email. If you are worried you have not received a call, please contact 01295 814270 for assistance.

    Scotland, The Highlands and Islands:
    For Scotland, the Highlands and Islands we use a carefully selected carrier for deliveries. Orders are shipped to the transport hub each week for distribution to customers the following week. As soon as they have received your order they will make contact with you to arrange a suitable delivery time. If for any reason you are unable to accept delivery within a reasonable time, the carrier will return your order to us on the next available service.
    • Day-time delivery between 7am and 6pm Monday to Friday.
    • Simply place your order with your local showroom or the on-line store and confirm a suitable delivery date.
    • We aim to deliver your order within 7-10 days of your order being placed (subject to stock availability)
    • Our carrier will contact you once they have received your goods to arrange a suitable delivery date and time.
    • Whilst they will try to accommodate your preferred delivery window, this cannot be guaranteed. Our sales teams are unable to guarantee delivery times as the scheduling of these deliveries is outside their control. Our carrier’s scheduling system routes orders to ensure they make best use of the available driving time and vehicle space.
    • Wherever possible our carrier will deliver your order onto your premises, and will always deliver inside your home if safe to do so, if you have ordered furniture or wood products. Due to the heavy nature of our tile and bathroom products we strongly recommend that these are delivered and stored in a dry external location i.e. garage, outhouse or on a driveway until needed. All orders will be wrapped to withstand inclement weather for a short period of time.
    • Some products can only be delivered to the nearest access point due to their individual weight; our store teams can advise you if your product is affected by this restriction.
    NB: some remote areas have a reduced service, your store will be able to advise you if your order is affected and additional time is required to deliver the order.

    Third Party Express Carrier
    As the name suggests this is a no frills delivery service. It’s a great service if you need goods immediately and in particular if you have help on site to manage the delivery when it arrives. The service standard for this transport method is as follows:
    • Delivery is to the nearest access point only. Please note this could be some distance from your front door if you have a long drive or live in a restricted access road. Please do check with our Home Deliveries team if you have any concerns.
    • Delivery is made between 8am and 6pm Monday to Friday. A Saturday am service is available at a higher cost if required; our store teams will be able to advise you.
    • Delivery time slots are not available for this service.
    • Goods are palletised and the driver will drop the goods at our nearest access point loaded on the pallet.
    • This service is not suitable if you require assistance handling the goods into your property. • Delivery is made within 2-3 days of receipt of your order.

    Small Parcel Express Service
    This is a quick and efficient method of transport for all small orders typically up to a maximum of 50kg in weight. This method is ideal if you have a small order and require the goods urgently; there are a few products that are unsuitable for this method of transport and we would rather deliver on our own services i.e. mirrors. Your local store will be able to advise you whether your order is suitable for this method of transport. The service standards for this transport method is as follows:
    • Delivery is typically to your front door.
    • Delivery is made between 8am and 6pm Monday to Friday. A Saturday am service is available at a higher cost if required; our store team will be able to advise you. • Delivery time slots are not available for this service. • Delivery is made within 2-3 days of receipt of your order. If you order is received by 12 noon, the delivery could be as soon as the following day.
    • Orders despatch via this method can be left with a neighbour or in a nominated safe place.
    • If the delivery driver is unable to deliver for any reason, the order will be returned to the depot and despatched on the next available service.
    • If two attempts at delivery are made unsuccessfully, the goods will be returned to our warehouse. NB: due to the breakable nature of our products, it is important to reduce any unnecessary handling. If we are unable to make contact with you to confirm your scheduled delivery time, we will remove your order from the schedule to avoid a failed delivery. Our Home Deliveries team will make every effort to contact you via our text service, a call which will display on your handset as 01295 812088, or via email. If you are worried you have not received a call, please contact 01295 814270 for assistance.

  • Collections

    Collections from our Adderbury Warehouse:
    Due to the breakable nature of many of our products, most customers prefer to use one of our direct delivery services. If you would prefer to collect and have your own transport, we also offer a self-collection service from our Adderbury warehouse and showroom for orders under 50kg. In order to ensure your collection is ready and waiting for you at our warehouse, please place your order before 12 noon the day before you intend to collect to allow us sufficient time to pick and pack your order. You can place your order through your local showroom, our Adderbury showroom or by calling our online sales team. Orders placed for collection after 12 noon on a Thursday will be ready for collection from 9.30am on the following Monday.
    Upon arrival, our team will ask you for your order number and name so please have this to hand or available electronically. If you purchased your goods over the phone, they will also ask that you present your payment card upon collection.
    NB: our warehouse does not operate over the weekend and our Adderbury showroom team are not qualified to use the specialist handling equipment in the warehouse, therefore we regret we are unable to fulfil same-day orders on Saturdays. Orders placed for collection after 12 noon on a Thursday will be ready for collection from 9.30am on the following Monday.
    Adderbury showroom: 3 Twyford Mill, Adderbury, Nr Banbury, Oxfordshire, OX17 3SX.
    Tel: 01295 814399
    Normal opening hours: Monday - Saturday 9.30 - 5.30 (please contact the showroom directly for Bank Holiday and seasonal opening hours) To find us click here

    Collections from your local showroom:
    Due to the breakable nature of many of our products, most customers prefer to use one of our direct delivery services. If you would prefer to collect and have your own transport, we also offer a self-collection service for small orders (up to 50kg) from most of our stores (please check with your local store to confirm the service is available). Our store teams will confirm when your order will be available for collection.
    Upon arrival, our team will ask you for your order number and name so please have this to hand or available electronically. If you purchased your goods over the phone, they will also ask that you present your payment card upon collection.
    Due to space limitations in stores, we regret we cannot keep orders for extended periods. Orders for collection must be collected from your chosen store within 5 working days. Any orders not collected within this timeframe will be returned to our warehouse for safe keeping.
    Please note: Our showroom teams are not permitted to leave the showroom unattended so may not be able to assist you with transferring your order to your vehicle. To find your local showroom click here

  • Overseas Deliveries

    We can ship our products almost anywhere in the world, provided we do not have a distributor in that country.
    If you wish to place an order for delivery to a UK island or outside of the UK* please get in touch with us to provide you with a quotation. Please note that quoted prices are only valid for 30 days.
    Export Deliveries: +44 (0)1295 814337, exports@firedearth.com or contact one of our Fired Earth showrooms.

    Europe
    Export deliveries ‘door to door’ are made on tail lift lorries and offer kerbside delivery only. Goods will not be taken into a building (flat or house). When the goods have arrived in the vicinity of the overseas address, the shipping agents will contact the customer directly to arrange a suitable day for delivery.
    Within the EU we keep the VAT on our orders, however if you have a trade VAT number our Finance department will verify the number and we can exempt the order from UK VAT when this number is accepted, provided the order is being delivered using our export delivery service.
    Countries in Europe but not in the EU, e.g. Turkey, will need extra paperwork to get passed by Customs & Excise and therefore may need extra time upon arrival in Customs & Excise before delivery can be made. UK VAT will be removed from the order, the customer will need to pay local taxes and duties prior to receiving the goods.
    Some of our products are classified as dangerous goods for transport purposes and as such we are only able to deliver these by sea or road freight within Europe. We are unable to offer air freight deliveries for these products.
    Customers are welcome to arrange their own transport and collect the goods from our warehouse in Oxfordshire. If you choose this option, please advise us when placing your order so that the goods are packaged according to export requirements. We can then provide you with a quote for this service.

    Rest of the World
    Export ‘door to door’ deliveries are made on tail lift lorries and offer kerbside delivery only. Goods will not be taken into a building (flat or house). When the goods have arrived in the vicinity of the overseas address, the shipping agents will contact the customer directly to arrange a suitable day for delivery.
    For an order being delivered to outside the EU we will remove UK VAT, provided that the order is being delivered using our export delivery service. Local taxes and duties will need to be paid by the customer upon arrival of the goods to the destination country.
    Some of our products are classified as dangerous goods for transport purposes and as such we are only able to deliver these by sea or road freight. We are unable to offer air freight deliveries for these products.
    Customers are welcome to arrange their own transport and collect the goods from our warehouse in Oxfordshire. If you choose this option, please advise us when placing your order so that the goods are packaged according to export requirements. We can then provide you with a quote for this service. UK VAT will be applied for such orders, the customer is able to reclaim the VAT upon the production of proof that the goods have been delivered outside the UK and within the HMRC timescale.

    *Please note :-
    A ‘door to port’ delivery option may only be available to certain countries and occasionally we are not able to offer any export delivery option to a country.
    Normal Fired Earth delivery charges apply to deliveries made to UK sea-port and UK air-port addresses, UK VAT remains on the order in this instance.

  • Returns and Refunds Policy

    We hope you are fully satisfied with your Fired Earth product(s) however in the unlikely event that the product(s) is unsuitable or that you are not fully satisfied please follow the returns procedure below.

     
    RETURN OF GOODS (EXCLUDING SPECIAL ORDER ITEMS)
    1.1  The following items ordered in store or online returned in perfect condition to a showroom within 60 days of purchase will be refunded in full with proof of purchase: tile samples, wood samples, unopened tins of paint and bathroom or home accessories.
    1.2  If you wish to return your order following delivery you may do so by informing us within 60 days of receipt of delivery by calling your showroom. We ask that you take reasonable care when handling the goods and return the goods unopened and unused.
    1.3  Goods should be returned in their original packaging where possible. 
    1.4  Where we have sold goods as full boxes, only full unopened boxes can be returned.
    1.5  Goods should be returned to us at the address provided below, and the cost of returning goods once delivered is at your own cost and risk:
    1.5.1  We are not responsible for any loss or damage to any returned goods in transit and as such we recommend that you return the goods through a recorded delivery service;1.5.2  If returned goods are received damaged, we reserve the right to charge you for any damage.

    1.6  Goods accepted for return at our discretion outside the 60 days in perfect condition will be refunded but will incur a 25% re-stocking charge.

    1.7  Where we have agreed to the return of goods, these goods must be returned within 14 days of the notice of intent.

    1.8  Returns to our showrooms cannot exceed 50kg in weight.

     
    Returns address:
    Fired Earth Returns
    3 Twyford Mill,
    Oxford Road,
    Adderbury,
    Nr Banbury,
    OXON
    OX17 3SX

     This policy does not affect your legal rights, for more information about your legal rights, please contact your local Citizen’s Advice Bureau or visit their website at www.citizensadvice.org.uk.