Frequently Asked Questions

 

Q: What countries do you ship to?

A: Free shipping on all orders within mainland UK (postcode-specific).

 

Q: What is the cost of delivery of your fires and fireplaces?

A: Delivery is included in the total price on the majority of our products when being delivered to England, Wales and Mainland Scotland. The is delivery charges to Scotish Highlands and IOW  and unfortunalty we do not deliver to IOM, Scottish Islands or anywhere in Ireland. 
Please contact us with: sales@hofeny.co.uk before placing your order from these areas.

 

Q: When will my order be delivered?

A: Orders are typically processed within 24-48 hours on working days and delivered within 3-7 business days (standard UK express shipping time).

 

Q: I It has been longer than the estimated arrival time, and I still haven't received my order. What should I do?

A: If your order is delayed beyond the expected delivery time and you haven't heard from us, log in to your account and go to "My Orders" to check the latest dispatch/delivery status.
If you can see the order has been dispatched and you've not yet heard from the courier, get in touch and we can resolve this for you.

 

Q: Can I have any combination of insert, surround and hearth?

A: Every fire surround will fit with every insert - please call for advice. The medium large hearth fits every fireplace, but there are other sizes of hearth available. Don't hesitate to contact us if you have any queries.

 

Q: Is your payment section secure to use my credit or debit card on?

A: Yes, our website adheres to the most stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process. We also now operate 3D Secure credit and debit card authentication process operated in partnership with your card issuer.

 

Q: Can I have the delivery made to another address other than my home?

A: No, for security reasons we will only ship to the card registered address. This is a precautionary measure we had to implement to protect our customers. Unfortunately fraudulent use of credit cards continues to exist and this is one of the ways we try and ensure that no one is using your card illegally. We do however accept Cheque's and Bank transfers or if you want to discuss further email: sales@hofeny.co.uk

 

Q: Do you have a showroom?

A: Yes, we have a showroom in Manchester. If you need to visit our showroom, please contact us to arrange a better time to visit. Email: sales@hofeny.co.uk

 

Q: Where can I find my invoices?

A: If you need an invoice, please contact our customer service team. You will receive via email the invoice within 24h: sales@hofeny.co.uk

 

Q: What happens if I don't like the fireplace or it doesn't fit when it arrives?

A: If an item is not suitable for any reason then we are happy to provide a full refund and collect the item for you. However, you will liable for the full delivery cost and carriage cost to return the item back to us. It is therefore very important that you measure your space carefully (see dimensions listed on the website), and are confident that you have made the right choice prior to ordering.

 

Q: How do I cancel an order or make a return?

A: Ordered the wrong item? Or not happy with the product? Simply contact us within 30 days from the day after delivery to return your order.
We'll get back to you within 48 hours to authorise the return.
You can then send the product back to us via a secure courier. You’ll need to arrange and pay for the courier, you should also make sure the product is insured with the courier and securely packaged for the journey.
Once we've received the product back we’ll check it over and then contact you with the next steps.
If the item has been used or installed we will only make a partial refund to cover the diminished value of the product.
Our Easy Returns policy is for consumers only, if you are one of our business customers, please check our Commercial Terms and Conditions.

 

Q: My item arrived damaged

A: Please contact us immediately on sales@hofeny.co.uk to report any damage.
It's rare that a product arrives damaged but if it does you can refuse the item at the point of delivery and it will be returned with the driver.
How to report a damaged product:
1. Contact us create a return request
2. Upload any pictures of the damage via the return portal
3. We will respond to you within 48 hours to inform you of the next steps

 

Q: My item is not working properly

A: If you receive a product that is not working properly, please contact our customer service department for technical assistance. We will provide relevant guidance. If the problem persists and the product still doesn't work, you can request a refund or replacement. If the product received is defective, our customer service will provide technical support or propose a solution. If you are able to repair it yourself or through a local store, we will provide some compensation accordingly.

 

Q: How to change my receive items?

A: If you wish to exchange an item, please place a new order for the item you want before returning the original. This will ensure that your new item is in stock and on its way to you as quickly as possible.
Contact us if you have any questions on how to return your item to us, contact our Customer Service team at sales@hofeny.co.uk.