Here at Tuscany Fires we pride ourselves on excellent customer service. We know that you don’t want to wait days for your order to arrive. That’s why we send every order within the UK Mainland by DPD, Hermes or Royal Mail Second Class Post. Which means that, all being well, you should receive your parcel [the following working day after it has been dispatched or within 5 days]. [What’s more, any order that we receive before 3pm on a working day will be dispatched on that day or the next working day. However, although we promise to dispatch your order quickly, it should be remembered that delivery is not guaranteed within this timescale and parcels can occasionally take longer to reach their destinations. Parcels sent to Northern Ireland, the Isle of Man, Isles of Scilly, the Channel Islands, certain parts of Scotland, Europe and the rest of the world will usually take a little longer to arrive. There are certain items that we are unable to post overseas and if this is the case with any part of your order we will contact you by email.
How will my parcel be sent UK mainland? Please see below * for list of Postcodes that our Couriers do not count as UK Mainland and therefore charge us extra.
How will my parcel be sent Highlands & Islands, Channel Islands, Isle of Man and Northern Ireland? Postcodes included within this section are: • AB31 – 38, AB41 – 45, AB51 – 56. • FK19 – 20 • HS1 – 9 • IV1 – 32, IV36, IV40 – 49, IV51 – 56 • KA27 – 28 • KW1 – 17 • PA20 – 49, PA60 – 78, PA80 – 88 • PH1, PH5 – 10, PH15 – 26, PH30 – 44 • ZE1. We have managed to secure extremely good courier rates to the Republic and therefore all items will be sent using DPD.
How will my item(s) be sent Western Europe? All items will be sent using [DHL, FedEx or UPS] so that all items are traceable. Please note our shipping charges do not allow for any charges levied by Customs in the destination country, nor do we accept responsibility for paying such charges.
How will my item(s) be sent rest of the World? Due to the fact that Royal Mail Air Mail is not tracked and can sometimes take up to 1 month for delivery, we have taken the decision to send all items to the rest of the world by Courier. This does mean extra cost but a much better and more efficient service. Please note we have made every effort to make our shipping charges as accurate as possible, however occasionally the amount charged may be insufficient to cover the cost. If this is the case, you will be given the opportunity to either pay the additional amount or alternatively we can cancel your order and issue a full refund.
How will I know when my order has been dispatched? When your order has been dispatched you will receive [an e-mail notification] advising of this, also giving the courier and tracking number.
Help! I haven’t received my parcel, what should I do? Contact us – we will do anything we can to help.