Frequently Asked Questions

How do I return an item?

Please check out of Returns page for more information.

When will I receive my refund?

Refunds will only be processed once goods have been received back and have been inspected. Once processed, refunds usually appear back within your account within 3-5 days of the refund being processed.

Can I cancel my order?

Yes, but this needs to be done asap, please call us directly on 0161 4249 940. Once your order has reached a certain point within the dispatch process, we are unable to stop it from being dispatched. If your order has been dispatched, then you can return it to us – please see our Returns page for more information.

Can I change my order?

Yes, but this needs to be done asap, please call us directly on 0161 4249 940. Once your order has reached a certain point within the dispatch process, we are unable to stop it from being dispatched. If your order has been dispatched, then you can return it to us – please see our Returns page for more information.

My order has arrived, and an item is faulty, what should I do?

Firstly, this is disappointing to hear and we’d like to get this resolved for you. Please email info@thealfrescochef.co.uk with your order information, a description of the damage and images of the damage where possible to allow to resolve this for you.

My order has arrived damaged what should I do?

This isn’t what we like to hear. Please email info@thealfrescochef.co.uk with your order information, a description of the damage and images of the damage where possible to allow to resolve this for you.

What payment methods do you accept?

Credit / Debit Card and Paypal. We also offer finance via Klarna (see below).

Do you offer any finance options?

Yes, we work with Klarna to offer you a Pay in 3 option for any orders over £150 to £1000. Pay in 3 allows you to spread the cost of your purchase over 3 equal payments. These will be automatically collected from the debit or credit card you entered at checkout. The first instalment will be collected when your order is dispatched and instalments 2 and 3 are then scheduled for 30 and 60 days later.

When is payment taken for an order?

At the time of ordering.

How secure is my information when I place an order?

Fire & Food BBQ Store fully comply with the data protection act.

Can I visit your showroom to view a product?

Unfortunately, our showroom is still under construction. We have plans to open this during 2021.

Delivery

When will I receive my order?

Orders are normally delivered on a next working day basis or on your selected date. This can change for non-UK mainland orders, please read more on our delivery information page.

My order has not arrived?

If you have yet to receive your order, we’re sorry. Check with your neighbours first to see if they’ve signed for your parcel. For any orders that are delivered to a neighbour a calling card will be put through your door to advise you of the property name or number it has been delivered to. If you’re still not able to locate your parcel, don’t worry, please click here to contact us.

What are delivery costs?

Please check out our delivery page for more information.

Where do you deliver to?

We currently offer delivery throughout the UK mainland, Channel Islands, Northern Ireland and Ireland. Delivery charges will be quoted for at the checkout.

When is your cut off for next day delivery?

Our cut off for next day delivery is 11am.

Can you deliver to a different address than my billing address?

Yes, but your billing address must match the address that your payment card is registered to.

Can I track my order?

At the point that your parcel is dispatched from our warehouse you will receive an e-mail/text confirmation giving you full tracking information and a link to the courier partner’s website.

I will not be home for the delivery, what will happen?

For parcel deliveries the courier will leave you a card with their details and consignment number giving full information on how to re-arrange the delivery.

If your order is being shipped by pallet someone needs to be in to check and sign for this. A member of our team will call you on the day of delivery with an estimated slot. If no one is present then you may be subject to a delivery recharge.

Where will my order be dispatched from?

Your order will be dispatched from our warehouse in Manchester.

I have ordered a large item that is due for delivery on a pallet, how will this arrive?

All larger items (grills/ BBQs/ Pizza Ovens) will be delivered by our 3rd party pallet service. A member of the team will call you on the day of delivery with an estimated time slot.

Deliveries will be dropped at curb side and the outer packages must be checked before signing. If there are any signs of damage. Please sign as damaged and inform us immediately.