Frequently Asked Questions

  • How can I contact you?
    • The fastest way to contact us is via email at We will endeavour to respond to all enquiries within 24 hours. *

      *The online shop can be used 24 hours a day 7 days a week. We offer a speedy response and customer service and will endeavour to answer all of your questions within 24 hours but please do be aware that staff is only here from 9am-5pm Monday-Friday so it may take a few extra days to receive a reply if emails are sent over the weekend and holidays.

  • Can I place my order over the phone?
    • Orders can be placed over the phone but a variable handling fee may 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 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

  • Can I change my order once it is placed?
    • We cannot guarantee to change an order once it has been placed but will try to do so. Please contact us via immediately after placing the order to increase the chance of this being 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. Courier deliveries can be tracked. Once we have dispatched your order you will be sent an email from our designated courier service with a tracking code which can be used on the couriers website,

  • Which delivery methods do you use?
    • We use UK Mail for our courier deliveries.  We use Royal Mail for standard 1st class deliveries.

      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, Paypal and cheque.

      Please note: cheques should be made payable to Woodstock Fires Ltd and sent to:

      Woodstock Fires, 3 Station Road, Heathfield, East Sussex, TN218LD

      Orders that are paid via cheque will not be processed until the cheque has cleared which may extend the delivery time of your order up to 10 working days

  • Can I come in to your shop and collect my order?
    • If you wish to have an item held in store for you we can accept card payments over the phone. Please call 01435 868686 for this service and a member of staff will assist you. 

  • 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

  • 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 If no money has left your Paypal account please contact us immediately at

  • Can I place my order by phone or fax?
    • We do not accept faxed orders.

      Order for collection can be placed over the phone. Some customers do prefer to use a card payment over the phone rather than online and we do offer this service but please not that a handling fee of £1.50 may be applied.



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