Frequently Asked Questions

How can I contact you?

The fastest way to contact us is via email at sales@woodstockfires.co.uk we will endeavour to respond to all enquiries within 24 hours.  

Can I place my order over the phone?

Orders can be placed over the phone but a variable handling fee will be charged.

Can I subscribe / unsubscribe from your newsletter?

Yes, please follow the newsletter link on our Home page to subscribe to our newsletter. To unsubscribe please follow the link on the Newsletter email from us.

My order has not arrived, what do I do?

If your order was despatched via the UK Courier service, please contact our customer services team at sales@woodstockfires.co.uk. If your order was despatched via our standard delivery service, please first check your order status within ‘My Account’ to check the delivery status of your order. If you need further assistance, please contact our customer services team at sales@woodstockfires.co.uk.

Can I change my order once it is placed?

We cannot guarantee to change an order once it is placed, please contact us via email to sales@woodstockfires.co.uk immediately after placing the order via email as it may be possible.

Can I cancel my order?

You can edit or cancel your order up until the point when you confirm your order in the checkout process. After this stage, you will need to wait for your order to arrive and then follow our standard returns procedure.

Can I track my order?

Yes, once we have diapatched your order you will be sent an email from our designated courier service.

Which delivery methods do you use?

We use UK Couriers or Royal Mail. For small, light and / or low value orders we will send them via Royal Mail. To find out which service we used to send your order, please login to your account using the link on our Home page..

How can I pay for my order?

We accept credit / debit cards and Paypal only.

Can I come in to your shop and collect my order?

Once an order has been placed it has to be posted and cannot be collected. All the items available online are also available in our store, however website prices can be different to shop prices.

What is Verified by Visa and Mastercard Secure Code?

Woodstock Fires Ltd has introduced Verified by Visa and MasterCard SecureCode to give you even more confidence when shopping online. These services give you extra protection against unauthorised usage when shopping online. All you need to do is set up a private password with your card issuer. During the checkout process you will automatically be asked to provide the password when you make a purchase. To register for these services you must first register with the bank or organisation that issued your card.

What is a credit card security code?

Some cards have a security code; this is a three digit number found on the reverse of your card on the signature strip. It is preceded by part or all of your card number, but is always the last three digits. This security code gives extra protection when shopping online – only the person who holds the card will have access to the code, as it is not printed anywhere and does not appear on normal receipts. We regret we cannot proceed with your order without this security number.

How do I know if my order placed with a credit or debit card has been successful?

Please check your email inbox for an order confirmation, if you have not received this, please contact us straight away at sales@woodstockfires.co.uk.

How do I know if my order placed with Paypal has been successful?

Please check your email inbox for an order confirmation, if you have not received this, please login to your Paypal account, if the payment has been sent but no confirmation email received, please forward your Paypal transaction I.D to sales@woodstockfires.co.uk if no money has left your Paypal account then again, contact us immediately at sales@woodstockfires.co.uk.

Can I place my order by phone or fax?

We do not accept faxed orders. Order can be made over the phone however we would prefer if they were placed through our online shop and a handling fee will be applied.