FAQ's



General

Q. Can I place my order by telephone?
A. Yes we are happy to take telephone orders, please call our sales team on 0844 8809 393.

Q. Do you have a showroom?
A. We have showrooms in Richard James Ltd, 144-146 Hawthorn Road, Kingstanding, Birmingham, B44 8PX

Q. What if I change my mind
A. We accept cancellations with no charge whatsoever prior to delivery.

Q. What if I change my mind after delivery
A. We will make a refund, however we would ask that you pay the delivery charge. We will also need to charge if we are required to collect the products.

Q. What if the product is damaged during delivery
A. We will refund you in full or arrange a re-delivery.



Delivery

Q. Can I collect my order in person?
A. We are happy for you to collect your order in person but would recommend you contact us first to ensure we can reserve any stock for you.

Q. What time can I collect my order?
A. To arrange the collection of your order simply call one of our showrooms and they will make the necessary arangemenets.

Q. What kind of transport will I need if I am collecting?
A. You MUST use a transit van or similar to collect any Limestone or Marbel Fireplaces. These items are crated and will be forklifted onto your vehicle.



Our Courier Services

Q. What time will the courier call?
A. All couriered items will be delivered anytime between 9am - 5.30pm

Q. What if I am not available when the courier tries to deliver?
A. The courier will leave a card to say they have called. This will provide you with details of the couriers nearest depot and contact details including a reference number. This will enable you to arrange a re-delivery directly with the courier.

Q. Can I nominate a day for delivery for non-standard orders?
A. Our scheduling department will ring you to arrange a convenient date for delivery and will advise when they are next in your postal area.

Q. Can I nominate a time for delivery?
A. No. We can confirm a day of delivery but not a precise time.

Q. Will I be contacted on the day of delivery?
A. Our driver will contact you approximatley one hour before delivery.

Q. What if I cancel my delivery?
A. Your delivery will have to be re-scheduled and this could considerably delay your final delivery day.

If you still have problems regarding delivery please ring our customer services team on 0844 8809 394.



Technical Issues

Q. Are marble and limestone fire surrounds suitable for Solid Fuel?
A. We have a number of surrounds suitable for Solid fuel. Please refer to Solid Fuel Fireplaces section on the website for information on these products.

Q. What are the measurements of the backpanel openings?
A. All backpanels are precut to a standard 16.5" W and 22.5" H.

Q. Are fireplaces supplied fully assembled?
A. NO. They come in sections that will require assembly and fitting!

Q. Can I change or upgrade the fire shown with the Fireplace packages?
A. All the fires shown on our website are 16" and compatible with any of the packages shown with the exception of the casts. Please contact our sales office to discuss any upgrades or changes.

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