We love transparency and would like to help you answer your questions. Below you will find our frequently asked questions about ordering, payment, shipping and returns. No answer to your questions? Feel free to contact us through our many contact options.
1.1 What are the shipping costs to the address of you or your customer?
All orders above € 200 are shipped free of charge within the Benelux. Is your order less than € 200? Then shipping costs are calculated based on dimensions and weight of the ordered items. The minimum shipping rate for fireplaces is € 15 and for fireplace accessories is € 9.95. For an overview of our international shipping rates (outside the Benelux), please contact our customer service.
1.2 Can I order without an account?
Ordering with an account is required. You can log in with your unique customer account. An account offers many advantages:
- Do not enter your details every time you buy items via our portal
- Manage newsletters and your personal data
- Always an overview of the status of your order(s)
- Find and print your invoices
- Benefit from many discounts on items
To get a personal customer account, you need to contact our customer service.
1.3 What happens after my order?
After you place an order, it will be processed in our warehouse. If the ordered items are in stock, your order will be shipped within 24 hours (working days) to the delivery address provided by you. If items from your order are not in stock, they will be sent on the communicated delivery time. From the moment we deliver your order, you will receive a shipping confirmation and your order will be delivered within one working day (Benelux). Want to know more about the ordering process? View our shipping and returns page.
1.4 Adjust my order. How do I do that?
Have you placed an order and find out that you would like to add and / or change items? No problem! As long as your order has not yet been shipped, we can make the desired changes for you. You can easily contact our customer service via one of our contact options.
2.1 What payment options are there?
We offer a varied number of payment options, so that there is at least one known payment method for everyone. The available payment methods can be found on our payment methods page.
2.2 Is payment safe? Do I have guarantees?
At Luxuryfires.nl the payment is always safe. We work with a secure payment provider that manages all payments for us. In addition, we only use payment methods from certified companies. More information can be found on the payment methods page.
2.3 Payment failed or declined. What now?
Has your order failed or your payment been declined? Or is it simply not possible to order? No worries! Send us an email to [email protected] with the problem so that our customer service can immediately make your order or find out what causes the payment problem. If you experience a technical malfunction, we would also like to hear it.
2.4 How do I get refunded?
Are you not satisfied with your order? Then you can return the items within 14 days after receipt of your order, provided the fireplace has been custom delivered and / or installed. During your return request, we always request your bank details to refund the (partial) purchase amount when we have received the items back in our warehouse. The money will be refunded to your account within 7 working days after receipt of your return. You can find more information about returning your order at “4. Returns ”.
3.1 What is the status of my order?
More information about different order statuses can be found under point 1.4.
3.2 Can you deliver on specific days?
In-stock items can be delivered on your desired day (excluding Sundays). This should be coordinated with our planner and carrier. If items are not in stock, you are unfortunately bound by the relevant delivery time. Of course we can arrange a delivery date after this delivery time. You can inform our customer service of a desired day of delivery during or shortly after placing an order. The delivery of your order will then be scheduled in consultation with you and one of our fireplace specialists.
3.3 Is the order delivered assembled?
If no specific fireplace project has been discussed for you or your customer prior to placing an order, most fireplaces are delivered unassembled and / or installed on site. Most fireplaces are easy to assemble and are supplied through an authorized or own carrier. You must then assemble the fireplace yourself using the supplied manual, with the exception of the fireplaces that are installed on site. Have we coordinated a custom project? Then the ordered configuration will be delivered, assembled and installed in accordance with the agreed delivery address.
3.4 Can I collect my order myself?
Picking up orders is possible on part of our range. Not all brands can be picked up in our showroom or warehouse. We are a wholesaler with an online portal where we accept and deliver orders through our warehouse or warehouses of our manufacturers. All orders above € 200 are delivered free of charge to your desired delivery location.
3.5 Do you deliver internationally?
We can deliver to (almost) all European countries. To request international shipping rates, please contact our customer service.
3.6 Can I have a fireplace built in?
Yes you can. If you have made an interior design for your customer - or yourself - we can help you with a suitable fireplace for this project, as well as installing the fireplace at the location of your choice in the Netherlands or Belgium. This can also be done in combination with all materials that are required to deliver the project as desired. It is important that all prices on Luxuryfires.nl are exclusive of installation. Let us know your ideas and wishes and request a quote, then our fire specialists will be happy to help you with the realization of the project.
4.1 Do I have a cooling-off period?
Yes, you have a 14-day cooling-off period. You can use your right of withdrawal during this period. This does not apply to orders that are (custom) delivered and installed. The 14 days start as soon as you have received your order. If you use your right of withdrawal, then only the costs of return shipment are for your own account. During your return request, we always request your bank details to refund the (partial) purchase amount when we have received the items back in our warehouse. The money will be refunded to your account within 7 working days after receipt of your return.
4.2 How do I return / exchange an item?
Do you not like your purchase completely and have you not yet used the article? At Luxuryfires.nl you have up to 14 days to change your mind. This means that you can decide within 14 days of receipt of your order whether to return it or keep it. To return an order, our online return form must be completed. Based on your data, we can then process your return request and prepare the refund (if applicable) after we have received the items back. Some items are subject to exceptions (such as custom projects or factory customization such as made-to-order production). We hope you understand that you cannot return these items.
To ensure that your return will be processed properly, we would like to clarify the following points before you return your items:
- Use the original packaging. This is to ensure that your return will return to us in good order. You as a customer are responsible for the correct return of the items.
- Pack the return in the same way that you received it. By packing it in the same way, you avoid unnecessary damage.
- An incomplete return and / or a damaged return will not receive a full refund. We ask you to put all items that you received back in the box or the appropriate packaging. We can only process your return when all parts have been returned. This prevents delays in processing your return.
- Are any items damaged? Please contact our customer service and enclose a clear photo of the damage. This way we can see that the damage has not occurred during the return shipment.
4.3 When will I not be refunded?
An incomplete return and / or a damaged return will not receive a full refund. We request that you return all items that you have received to the box or the appropriate packaging. We can only process your return when all parts have been returned. This prevents delays in processing your return. Are items damaged? Please send a photo of the damage in response to the return email you received from us. Returns that are damaged or contain traces of use will not receive a (full) refund. We will contact you after reviewing the photos sent. More information about our conditions can be found on our general terms and conditions page.
4.4 What is the status of my return shipment?
We will keep you informed. Not only with an order, but also with a return. As soon as we have received your package, our warehouse employees or suppliers will send a confirmation of receipt by e-mail. This can take up to 5 business days. It is possible that your item has arrived in our warehouse according to the track & trace information and that you have not yet received confirmation of receipt. Don't worry, it can take up to 48 hours before we process your return. Then we will work with the solution you require. We will keep you informed by e-mail.
4.5 Item delivered defective. What now?
Is your item delivered defective or damaged? Then we recommend that you read the user manual again. Perhaps you can already solve the problem yourself and you do not have to return the item. Did this not help? Damage is a very annoying issue and unfortunately cannot always be prevented. Although we always strive for this. When you receive your order, we always recommend that you carefully check it for any damage. In the unlikely event of damage to one of your ordered items? Report this to our customer service as soon as possible with some photos of the situation (if possible). The problem can then be assessed to be resolved with you as soon as possible.
4.6 Order delivered incomplete. What now?
If your order is delivered incomplete, please complete the online return form. Clearly indicate what is missing and which of the solutions below you would like:
Exchange the item: you will receive your new item as soon as possible after receipt of your return.
Delivery of the missing part: we request the missing part in our warehouse or send it directly from our manufacturer. In most cases you will have the missing part within 2 weeks. If this takes longer, we will let you know.
After your request, we will keep you informed by email about the status of your backorder. Then we will work with the solution you require. We will keep you informed by e-mail.