Shipping and Returns
How long will it take to process my order?
Fay Fireplaces and Stoves aim to Process and pack small to medium orders the same day if received before 12pm. Items ordered after 12pm, will be packed and dispatched the following day. We will also dispatch orders to our delivery partners the same day.
Larger orders such as stoves and cookers are not held in stock. We use the Just In Time (JIT) inventory management system. For online orders, where a stove was purchased this takes on average 3-5 days to arrive with us, before forwarding onto you.
How long will it take for my item to arrive?
Small items, once dispatched, take between 1-3 Working days to arrive. Up to .5kg in dimensional weight.
Medium items, once dispatched, take between 1-3 working days to arrive. From .6kg to 19kg in dimensional weight.
Oversized items, once dispatched, take between 1-3 working days to arrive. From 20kg to 30kg in dimensional weight.
Large items / orders such as pallets, once dispatched, take between 2-5 Working days to arrive. From 30+ kg to 500kg in dimensional weight.
Services are tracked and a tracking number is provided for small to oversized items only. Large pallet items do not have tracking numbers.
Deliveries take place on business days only. Weekends and bank holidays are excluded.
We would ask our customers for patience at this time. Covid19 is causing delays nationwide. Due to the move to online purchasing there is extra pressure on delivery companies and supply lines. We endeavour to uphold our dispatching obligations.
Click and collect
We're an exclusively an online store, but we do understand that smaller items like fire cement, stove ropes and flue pipe can be needed in a hurry. For requests like this, please contact us directly for purchasing and we can arrange collection from a depot in either Drogheda or Laytown.
What happens once my item is dispatched?
Once your item has been dispatched you will receive a notification by text, Whatsapp or email.
For small to medium items you will receive a tracking number.
Our freight partner does not provide direct tracking to the end consumer. They do however have your contact details and will notify you by call when they are expecting to deliver.
Who do you partner with for deliveries?
We partner with various carriers to pass on the savings to you.
Our partners include: An Post, Fastway and Ace Express.
Delivery Prices
Small .1kg - .5kg - €6.80 - An Post
Medium .6kg - 20kg - €8.70 - Fastway
Over Sized Parcels 20kg - 30kg - €15.50 - Fastway
Large 30kg+ - €68 (Pallet Delivery) - Ace Express
What happens if I'm not at home to receive my order?
An Post - An post will attempt to deliver again if they miss you the first attempt. Upon the second missed attempt, they will leave you with a missed attempt card. If you receive one of these, you will have to correspond with an post directly and collect your item from their local depot.
Fastway - If you miss a delivery, they will attempt to deliver the next day on the same route. If you miss it a second time, you will have to call Fastway directly to make alternative arrangements or collect the item from your nearest centre.
Can I make changes to my order once it is placed?
This is a case by case. It depends if your order has already been dispatched, quantity's of orders and time of year. Call us for more information.
I have ordered multiple items. Will they arrive together?
If you ordered several small to medium items they will be dispatched at the same time. Depending on the size of your order each item will have its own label. Therefore, they could arrive at different times as we're not in direct control of the distribution centres. Again, best efforts will be made to send everything together.
Large orders, like complete stove sets including flues, chimney liners and components will arrive altogether, as these will be sent on the same pallet.
There is a problem with my order, what should I do next?
If an item is missing from your order, please check your order confirmation email to review your order. If we are not able to fulfil all or part of your order, we will advise you about this with a phone call and follow up email. If you paid using a credit or debit card you will not be charged for the item(s) that could not be sent and any shadow charge relating to the order will drop off your account in 5 to 7 working days.
What do I do if my package arrives damaged?
If your package is damaged on arrival do not accept it. However, if you do accept it, take photos of the packaging before you unpack it, as it may be just the packaing. If the item itself is damaged take photos of the damaged item too.
Email fireplacesandstovesdrogheda@gmail.com with your photos and your order number.
Please understand that if you call, there is very little we can do without photographic evidence first. Once we have all your photos and order number, we will call you with the solution.
I no longer want the item that I purchased as I have had a change of mind.
Under consumer law you have 14 days from the date of receipt to change your mind. We're happy to facilitate returns under change of mind if they meet the following criteria:
We're notified in writing - fireplacesandstovesdrogheda@gmail.com
Item is unused and unopened in original packaging
Under change of mind we will not refund you until the items arrive safely with us. You can arrange your own delivery or we can deduct the delivery costs from your overall refund
I have had a change of circumstances and need to cancel my online stove order.
Be advised we can only refund 80% of your stove order if you choose to cancel your order before its delivered. As mentioned above, we use a Just in Time inventory management system, meaning that stoves are not held on premises. The 20% hold back is a restocking fee, to pay for the return of your stove to the manufacturer.
If you have ordered multiple items, best efforts will be made to dispatch items together. If the case arises that we are waiting for stock to complete an order, we will not dispatch until all items are together.
If you are availing of our fitting service, delivery is included. Your items will be collected and brought straight to your door by the fitters.