Firesmiths
Contact Us2024-04-10T12:37:24+02:00

Contact Us

At Firesmiths, we are dedicated to providing you with the highest quality fireplaces and heating solutions. Whether you’re looking for product inquiries, after-market services, or interested in becoming a stockist, we’re here to assist you. Your satisfaction is our priority, and we welcome all questions, feedback, and partnership opportunities.

Contact Information

Monday – Friday: 8am – 6pm
Saturday & Sunday: Closed

Office Hours

Monday – Friday: 8am – 6pm
Saturday & Sunday: Closed

Contact Information

General Enquiries

If you have any questions about our products, services, or need assistance with anything Firesmiths related, our friendly and knowledgeable team is here to help. Feel free to reach out via email or phone, and we’ll get back to you as soon as possible.

After-Market Services

Our commitment to excellence extends beyond the sale. If you require maintenance, repairs, or have any concerns about your Firesmiths product, please don’t hesitate to get in touch. We’re dedicated to ensuring your investment continues to provide warmth and comfort.

Becoming a Stockist

Are you interested in becoming an authorized Firesmiths stockist? We’re always on the lookout for passionate partners who share our dedication to quality and customer satisfaction. Contact us to explore potential opportunities.

Feedback and Suggestions

Your feedback is invaluable to us as we continuously strive to improve our products and services. If you have suggestions, comments, or ideas that can help us serve you better, please don’t hesitate to share them.

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Frequently Asked Questions

Payment

Which currency will I be charged in?2023-09-28T13:47:45+02:00

We currently only support South African Rand (ZAR).

Is it safe to use my credit/debit card at this website?2023-09-28T13:47:19+02:00

We use third-party payment processing services to process all credit/debit card payment transactions. These payment intermediaries are PCI-compliant, which is the most stringent level of certification standard that ensures all cardholders’ data is stored, processed, and transmitted securely by using industry-standard encryption technology.

What payment methods do you accept?2023-09-28T13:45:59+02:00

You can make payment on our website using a valid debit card, credit card, EFT, Zapper or via PayJustNow.

Shipping

How long will it take to ship my order?2023-08-17T08:56:24+02:00

Due to high demand, all orders currently take a minimum of 6-8 working days to fulfil for main centres, 9-11 working days for regional areas and 12-15 working days for remote areas.

My order has been Returned to Origin (RTO). What does that mean?2023-08-17T08:56:03+02:00

Shipments are reflected as RTO (returned to origin) under the following circumstances:
– Delivery was attempted more than once but it could not be delivered due to either the wrong address be provided or no one being present at the given address to accept the package – The address could not be found because it was incomplete  – You or someone at your delivery address refused to accept the order.  Under these circumstances, our customer support team would try to contact you on your registered phone number. If there is no response on that number or it is not reachable, then the package is returned to the origin.

Where do you ship?2023-08-17T08:55:40+02:00

We currently ship within South Africa only. For shipping outside of South Africa, please reach out to our customer support through the “contact us” form.

What is the status of my order?2023-08-17T08:54:42+02:00

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email along with the link to track your order.

Or, you can track the status of your order from your “order history” section on your account page on the website

Returns & Exchanges

How do I make a return?2023-11-01T14:05:30+02:00

We only provide exchanges of items as per our Returns Policy. Before placing the order we suggest that you read our shipping and returns/exchange policy.

Can I exchange an item?2023-09-28T13:52:13+02:00

We do accept exchanges and they follow the same conditions as returns.

– The item must have been sold on our online store
– The item shouldn’t have been used in any way
– The item should have in its original packaging with all the tags etc.
– The return or exchange request is made within 30 days of delivery

Do you accept returns?2023-09-28T13:49:18+02:00

Yes, we do accept returns subject to fulfilment of the following conditions:

– The item must have been sold on our online store
– The item shouldn’t have been used in any way
– The item should have its original packaging with all the tags etc.
– The return or exchange request is made within 7 days of delivery.

To request for a return, please reach out to support by submitting your request via the “contact us” form. A member of our support staff shall respond as soon as possible.

Order

Can I change my delivery address after I have placed my order?2023-08-17T09:00:40+02:00

If your order has not been shipped yet, then we can deliver to a different address as per your request. To know further, you can contact us through the ‘contact us’ form.

How do I track the progress of an order?2023-08-17T09:00:13+02:00

Once your order has been shipped, you will receive an email notification with details of the order. You can track the shipment by clicking on the link provided in the email.

How do I add or remove products after placing my order?2023-08-17T08:58:05+02:00

Once you have placed your order you will not be able to make modifications on the website.
Please contact our customer support team through the ‘contact us’ form for any modification of the order.

How do I cancel my order?2023-08-17T08:57:29+02:00

If you wish to cancel your order, you can send an email or call customer support.

Can I change my order?2023-08-17T08:57:04+02:00

We can only change orders that have not been processed for shipping yet.

To make changes to your order, please reach out to support by submitting your request via the “contact us” form.

General

Is there a warranty?2023-11-01T14:02:49+02:00

Yes. We offer a 2-year limited warranty. Please review our limited warranty policy for more information.

Do you have physical stores?2023-11-01T15:37:08+02:00

Firesmiths products is available to view and purchase at our authorised dealers

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