Help Center

We accept all major credit and debit cards, PayPal, Apple Pay and Google Pay.

If you selected "Tracked Delivery" at checkout, once you receive your shipping confirmation email, this will include your tracking details. If you purchased your order with "Standard Delivery" you are unable to track the whereabouts of your order, you can however check the status of your order by logging into your account using the same email address that the order was placed with. Click here to create an account or click here to login if you already have one.

You can edit your order immediately after the purchase, before any items have been shipped. You cannot edit after this time and must wait for your items to arrive at your address, before returning them to us within 30 days of receipt for a replacement.

Please reply to your order confirmation email or drop us an email at sales@firecraftwestlondon.co.uk.

You can cancel your order immediately after the purchase, before any items have been shipped. You cannot cancel after this time and must wait for your items to arrive at your address, before returning them to us within 30 days of receipt for a replacement.

Please reply to your order confirmation email or drop us an email at sales@firecraftwestlondon.co.uk.

You can request us to change the delivery address before it has been shipped, however, we cannot change the billing address. If your order has already been dispatched, we cannot change its destination.

Please note: We have a system that checks addresses, therefore incorrectly entered addresses are not liable for re-shipment or a refund. It is the customer's responsibility to ensure that addresses are entered correctly. 

That's great to hear! We offer free local delivery of our log packages to W5, W7, W13 & TW8 postcodes.

For more information on our log delivery service, please contact us at sales@firecraftwestlondon.co.uk

Our delivery is free for orders over £50 and £5 for orders under.

Please note: some locations in the UK may be subject to additional postal charges.

We will be in contact with you directly to organise a specific delivery date and time, but we aim this to be within 5-10 working days from the date of your order being placed.

For more information, please contact us at sales@firecraftwestlondon.co.uk or drop us a message on live chat.

Our smaller accessories will be made via a third-party postal service, so these will be delivered directly to your door.

Our bespoke and made to measure items can take up to 8 weeks to be created. For more informations, please contact us at sales@firecraftwestlondon.co.uk or drop us a message on live chat.

If you think that your order should have something else in it, please send us an email: sales@firecraftwestlondon.co.uk

Please ensure to let us know within 60 days of the date you placed your order, or we will not be able to resolve this for you.

Of course you can! We replace all items that arrive broken, damaged or faulty. Please send us an email to sales@firecraftwestlondon.co.uk and we'll get this sorted for you!

Please note we cannot replace an item until it is returned to us.

For fireplaces, stoves and other large items, please ensure to let us know within the first 24 hours of delivery and for smaller items, within 30 days of the date you placed your order, or we will not be able to resolve this for you.

Of course! If the item you are returning is in its original condition and hasn't been used, drop us an email at sales@firecraftwestlondon.co.uk and we'll talk you through how you can return this to us.

We ask you return your items to us within 30 days of receiving them.

Once we have received your return, we can either issue you a refund or an exchange.

Please note: Bespoke and made to measure items cannot be returned or exchanged.

We ask you return your items to us within 30 days of receiving them.

Yes, the customer must pay for postage on returns. For local areas, we may be able to come and collect your return - for more information on this, please contact us at sales@firecraftwestlondon.co.uk

Refunds are usually processed within a few days of us receiving the goods back.

Please allow 5-7 working days for the amount to show on your account. We do apologise if this seems a little long, but this time-frame is dictated by your bank or card issuer and we have no control over it.

We’ll refund you by the same method as payment (e.g. same card, PayPal)

If you think the item you received is faulty, damaged or broken, please get in touch with our Customer Service team and we'll see what we can do about it. Contact us at sales@firecraftwestlondon.co.uk or drop us a message on live chat.

Please note: For fireplaces, stoves and other large items, please ensure to let us know within the first 24 hours of delivery and for smaller items, within 30 days of the date you placed your order, or we will not be able to resolve this for you.