Delivery and Returns
Do you deliver to my post code?
All orders to UK mainland addresses are delivered for free. Orders to some more remote areas are subject to a supplemental delivery fee to cover the extra cost of delivering to these regions.
Delivery areas subject to this supplemental charge include some Scottish regions, Scottish Highlands, Channel Isles, Northern Ireland, Isles of Man, Wight, Scilly, Orkney and Shetland (postcode areas beginning: AB, BT, HS, IM, IV, KW, PA, PH, PO, ZE). This will be automatically calculated and applied in the checkout once you have entered your delivery address postcode.
How will my order be delivered?
Someone will need to be available to receive, check and sign for your order.
Large heavy items (eg garden and conservatory furniture sets and large barbecues) will be delivered on a pallet to the nearest publically accessible kerbside of your property. For these items please ensure you have the resource/assistance required to take them into your property.
As standard our items are delivered Monday – Friday; however we may be able to make special arrangements with our courier (extra charges may be applied), please contact us before ordering.
How quick will I get my order?
99% of orders are picked and dispatched within 1 working day of ordering and are delivered 1-3 working days after dispatch. However, please allow up to 5 working days for delivery of your order.
We only dispatch orders on week days (Monday to Friday) and we do not dispatch items on weekends or bank holidays.
At times of peak demand orders containing cushions may experience a small delay due to manufacture.
How can I track my order?
When your item has been dispatched you will receive an email with the courier details and a tracking number. You can follow the link on your email to see when your item will be delivered and also if it has been delayed.
My parcel is missing, what should I do?
We will do everything we can to get your parcel to you as soon as possible; however, if you believe your parcel is missing, please reach out to us within 14 days and let us know so that we can investigate the matter for you. To contact us, please follow this link.
My parcel has arrived damaged, what should I do?
Any damage in transit must be advised within 24 hours. If your packaging looks damaged on arrival, please sign for it as “damaged” with the delivery driver. Please check all contents on arrival and let us know straight away if any parts are damaged or missing and we will resolve this for you. To contact us, either respond to your order confirmation email or please follow this link.
How do I return an item?
We understand that sometimes you may change your mind about an item or not like how it looks when it arrives and so returns are accepted within 30 days. To return unwanted items please contact us before sending your item back with your order number and reason for return. You may be responsible for the cost of returning items to us. Items must be returned in their delivered condition, unused and in original packaging (i.e. unbuilt and boxed suitable for courier transit).
Refunds will only be given after the returned item has been received and inspected and you should use a registered post or recorded delivery when returning goods.
The address for returning items is:
Fire Mountain Returns
Vale Mill (Rochdale) Ltd
(Please contact us before returning any item and, once the return is confirmed, ensure your name, address and order number is included with the package)
I’ve received a faulty item, what do I do next?
If you receive a faulty or damaged item please contact us within 14 days, we may ask for information and images of the damage.
All items and packaging are checked upon leaving our warehouse. In the unfortunate event your item arrives damaged please notify the courier in all instances. Please do not accept delivery if there is apparent damage - tell the couriers and then contact us with details of the issue.
We can then advise how to proceed and arrange for a replacement or refund where necessary.