FAQ

Firepit Haven – Frequently Asked Questions (FAQ)

1. Ordering & Payment

Q: What payment methods do you accept?
A: We accept all major credit and debit cards, PayPal, and Apple Pay. All payments are processed securely.

Q: Can I modify or cancel my order?
A: Orders can be cancelled within 24 hours of placing them. After this, we may not be able to stop dispatch due to supplier processing times. For cancellations, please contact support@firepithaven.co.uk immediately.

2. Delivery

Q: How long will my delivery take?
A: Delivery times vary depending on the product and supplier. Each product page displays an estimated delivery timeframe. Once dispatched, you will receive tracking details where available.

Q: Do you deliver to my area?
A: We deliver across mainland UK. Additional charges may apply for Scottish Highlands & Islands, Northern Ireland, Isle of Wight, Isle of Man, and other remote locations. Contact support@firepithaven.co.uk for a quote if unsure.

Q: Are large items delivered inside my home?
A: Most larger items are delivered on a pallet for kerbside delivery only. Drivers may assist at their discretion, but we cannot guarantee placement inside your property.

Q: What if my property has difficult access?
A: It is your responsibility to notify us of any access restrictions for large vehicles. Failure to inform us may result in additional charges or delayed delivery.

3. Returns & Refunds

Q: Can I return my order?
A: UK customers have a statutory right to cancel orders within 14 days of receiving the goods. Items must be unused, unassembled, and in their original packaging.

Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

Q: What items are non-returnable?
A: Non-returnable items include:

  • Custom or personalised products
  • Items that have been assembled or installed
  • Products exposed to outdoor conditions
  • Sealed items where hygiene or safety laws prevent resale.

Q: How long does it take to get a refund?
A: Refunds are issued to the original payment method within 5–7 working days after the return has been inspected.

4. Product Information

Q: Are your fire pits safe for use on decking or patios?
A: Always follow the manufacturer’s instructions. Use a heat-resistant mat or barrier where necessary and ensure proper clearance from combustible materials.

Q: What fuels can I use in your fire pits?
A: Our products are compatible with the specified fuels in the product description, typically wood, charcoal, gas, or bioethanol. Never use fuels not recommended for the product.

Q: Do your products come with a warranty?
A: All products include a minimum 12-month manufacturer’s warranty in addition to your statutory rights.

5. Damaged or Faulty Items

Q: My item arrived damaged. What do I do?
A: Contact support@firepithaven.co.uk immediately with your order number and photos of the damage. We will arrange a repair, replacement, or refund at no cost to you.

Q: What if I receive the wrong item?
A: Contact us immediately. We will correct the error and ensure the correct product is sent as quickly as possible.

6. Additional Support

Q: How can I contact Firepit Haven?
A: You can reach our support team via email at support@firepithaven.co.uk or by phone at 0800 912 4848, Monday–Friday, 9:00 AM – 5:00 PM.