delivery
DELIVERY & RETURNS


Covid-19 Update

If you’ve already placed an order it should be delivered as planned, but please bear in mind there may be some delays on the courier side. All deliveries are made by a 3rd party carrier between 8am-6pm to the kerbside and will, of course, be following social distancing rules. Deliveries will be to the closest point of access to your property. This restriction applies to all deliveries – including larger ones, such as bathroom products – so you may need to get someone to help. In addition, we’re also operating a no-touch policy, so you won’t have to sign directly for packages.


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: [email protected] / +44 (0)1295 814270
    Overseas Deliveries: [email protected] 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 [email protected] 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 advise of any restrictions when you place your order. Alternatively, contact us for help and advice.

    Q. I live in a flat or up several flights of stairs, can you still deliver?
    A. Our standard delivery service is to offload at kerbside only. However, if you need assistance offloading into a property, please make us aware at the point of placing your order and we’ll do our best to accommodate your request. Our home delivery team will contact you to discuss any delivery restrictions or likely issues before delivery; but if you suspect the team may struggle to deliver to your address, call us as soon as possible to discuss any concerns on +44 (0)1295 814270

    Q. I am expecting a delivery today; can I track my order?
    A. Our carriers operate a standard service of anytime between 8am and 6pm Monday to Friday (unless otherwise agreed) and some offer a tracking service or a text message to inform you of the likely delivery time. 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. Please call +44 (0)1295 814270

    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 currently up to 10 working days

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

    £4.95 per order currently up to 10 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 carefully selected third party carriers. Day-time deliveries are carried out between 7am and 6pm Monday to Friday only. Morning or afternoon slots are available for an additional charge.
    • 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 delivery on the agreed day.
    • Whilst we will try to accommodate your preferred delivery window, this cannot be guaranteed. Any indication given by us as to the date for delivery of goods, is given as an estimate only. No liability can be accepted by us in respect of late deliveries.
    • Please do not commence any installation work, book plumbers or other tradespersons until the Goods have been received and thoroughly checked for damage or discrepancies.
    • Deliveries will be made onto the nearest access point to your property at the discretion of the driver, which may be kerbside. Please notify us of any access restrictions that may affect delivery. It is your obligation to ensure a responsible person is at the property at the time of delivery to supervise the offload and sign for the goods.
    • 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 e.g. garage or outhouse. All orders will be wrapped to withstand inclement weather for a short period of time.
    • Due to the fragile nature of some 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 a call or via email. If you are worried you have not received a call, please contact 01295 814270 for assistance.

    Irish and Export Deliveries
    All non UK mainland deliveries will be classed as an export order and will require an export quote. We tender for the best possible shipping price, which can take up to 5 days. Please contact your local showroom or email [email protected] to discuss your options. Alternatively, you can arrange for your own shippers to collect from our Adderbury warehouse at your cost. Please discuss this when placing your order.

  • Collections

    Collections from our Adderbury Warehouse:
    Due to the fragile 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 at least 2 working days before you intend to collect, to allow us sufficient time to pick and pack your order.
    • In special circumstances a same day or 24 hour collection can be arranged. This must be agreed directly with the Adderbury showroom team prior to ordering.
    • To avoid disappointment, we ask that you call the showroom to confirm that your order is available for collection before setting out on your journey.
    • Upon arrival, our team will ask you for your name and order number. If you purchased your goods over the phone, the team will also ask you to present your payment card upon collection.
    • You must ensure that your vehicle is suitable for carrying the goods. We reserve the right to refuse loading if we determine that this is not the case.
    Collections can be between Monday and Friday, 10am to 4pm.
    Adderbury showroom: 3 Twyford Mill, Adderbury, Nr Banbury, Oxfordshire, OX17 3SX.
    Tel: 01295 814399

    Collections from your local showroom:
    Due to the fragile 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 name and order number. If you purchased your goods over the phone, the team will also ask you to 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. We currently have stores in Sweden, Norway, Denmark and Switzerland. Please contact these stores directly if you wish to place an order to be delivered to one of these countries.
    If you wish to place an order for delivery to a UK island or outside of the UK, including Ireland, please get in touch with us to provide you with a quotation. We tender for the best possible shipping price, which can take up to 5 days. Please note that quoted prices are only valid for 30 days.
    Export Deliveries: [email protected]

  • Returns and Refunds Policy

    We hope you are fully satisfied with your Fired Earth products, however in the unlikely event that the product is unsuitable or that you are not fully satisfied please refer to our full terms and conditions.