Delivery & Returns

Delivery

Gosforth Fire Station offer free delivery on all order overs £100.00 to mainland UK. Unfortunately at this time we are unable to offer free delivery to the following locations. Northern Ireland (not stoves), The Channel Islands, The Isle of Man, The Isle of Wight, and all other Offshore Islands. If you are ordering from one of these locations please proceed with the order and once received a member of the team will be in touch to advise the delivery cost should you wish to go ahead.

Part of the reason why we can keep our prices so low is that we don’t hold huge amounts of stock. Due to this, most orders are ordered in from our suppliers on request. We therefore aim to dispatch orders from our showroom 5-10 days after the order is placed. We are working hard to bring this lead time down.

Once the order is placed you will receive an order confirmation with an estimated delivery date.

Once we are in the position to offer a firm delivery date a member of the team will be in touch to book a convenient delivery day with you.

Large Item delivery Information

Large items such as stoves, fires and outdoor lifestyle products will be delivered by a national pallet delivery service.

These items usually arrive on a large 7.5 tonne truck with a tail lift. If you think access for the delivery vehicle may be an issue please let us know at the time of ordering and we will work with you to find a solution.

The driver is contracted to deliver the item by pallet truck and will therefore be unable to move the item across uneven ground, grass, gravel and narrow openings.

Due to the weight and insurances drivers will not be able to assist with carrying any of the items into your property. It is the responsibility of the customer to prepare a suitable area for the goods to be left before they are taken inside. All goods must be checked while the driver is on site. They are obliged to wait with you for up to 15 minutes while you carry out these checks.

If the driver refuses to wait please mark the goods as “damaged”. On the rare occasion that the goods are damaged please mark the delivery note as “damaged” and refuse the delivery. Please take photos of the damage and contact a member of the team as soon as possible to report the damage. Damages must be reported within 24 hours of the delivery taking place.

Failed Deliveries

If for any reason you are not in when the delivery arrives on the pre-arranged delivery day a re-delivery charge will be payable.

Unfortunately if an order is cancelled after it has been dispatched, even If it has not yet reached you, the cost of the return delivery to us will be taken from the refund amount.

Smaller item delivery

Smaller items such as barbecue / fireside accessories will usually be delivered by DPD. They will contact you directly by email and text message to advise of the delivery day and time.

For larger items on the national pallet service deliveries take place Monday-Friday 9am-5pm.

Smaller items delivered by courier can be delivered Monday - Sunday.

Collections

Collections are Tuesday – Saturday 10am-4pm from our Gosforth Showroom and must be pre-arranged.

Returns

Our returns policy is simple and aims to make things as smooth as possible should you wish to return an item. You have the right to cancel any order from the time of placing the order up to 14 days after delivery. Cancellations must be submitted in writing either by post or email to online@gosforthfirestation.co.uk, quoting your order number which appears on the invoice/receipt.

You can return your order to the address on your invoice. 

Under the Consumer Contracts Regulations 2014, you have the right to receive a refund within 14 working days of cancellation. We normally pay refunds within 7 working days of cancellation or when goods have been returned safely (whichever is the latter). You are advised to retain the packaging. You will find it difficult to return the item without appropriate packaging.

The goods must not have been fitted, installed or used in any way and must be unmarked and free from blemishes of any kind.  You must return them in a saleable condition. All spare parts and painted appliances are non-returnable and non-refundable due to being a bespoke order. The cost of returning the item to us is your responsibility.

Gosforth Fire Station reserves the right to charge a restocking fee for all goods brought into stock and subsequently cancelled by the customer. This charge will be based on our cost to return the items to the supplier.

Gosforth Fire Station reserve the right to cancel an order if a product is unavailable or any pricing errors occur.