Frequently Asked Questions

I've ordered my Valiant fireside accessories. When will they arrive?

We know how exciting it is to buy the latest fireside accessory, so we’ll try our very best to process and send your order to you as soon as possible. At times we can be inundated with orders but however busy we are, we’ll aim to get your order dispatched within 3 working days.

As soon as we hand your parcel to the courier you will receive an email with tracking information letting you know that your order is on its way.

If your order was made more than 5 workings days ago, contact us enquiries__AT__valiantfireside__DOT__com  and we'll be happy to give you an update on your order.

What are your delivery charges?

UK (mainland) costs:

  • £3.95 for 1 item
  • £5.50 for 2 or more items
  • FREE for orders over £100.00

For international orders please call the Valiant office on +44 (0)1763 284184 or email enquiries__AT__valiantfireside__DOT__com .

How can I pay?

We accept payments by most credit and debit cards via SagePay online; we also accept payment via PayPal. It’s easy to order online but if you do encounter any difficulties you can call our internet sales on +44 (0) 1763 284184 to place your order over the telephone.

What currency will I be billed in?

All prices on the Valiant website are in £GBP (Great British Pound) Sterling.

WILL I NEED TO PAY VAT IF I AM ORDERING FROM OUTSIDE THE EU?

All items include VAT at U.K rate. If VAT does not apply to you (e.g: You are ordering from outside EU) then please contact the Valiant Office to place an order. Call: +44 (0) 1763 284 184.

Will I need to pay customs duty on my order?

Items being shipped outside the UK will be subject to import duties, taxes, and tariffs as imposed by the country the product is being imported to. The customer (the person importing the product) is responsible to pay the import duties and taxes incurred by customs when the product reaches the country of destination. Valiant Fireside Accessories is not responsible for any duties, taxes, or tariffs incurred by the importation of products into countries other than the UK. The customer is responsible to pay all duties, taxes, and tariffs as billed by the courier and imposed by the customs and import department of their respective country.

How do I return my product if it is not suitable?

Valiant Fireside Accessories aim to provide a Returns service that is totally hassle-free for you.
If you are not totally satisfied with your purchase for any reason, you have the right to cancel your order within 14 working days from date of delivery for full refund. The only condition is that the returned product must be in perfect order in saleable packaging. For more details see our Returns Policy.

Please note: this returns service is only available for purchases made directly from the valiantfireside.com website.

My Valiant product is faulty. Can I get a refund or replacement?

Valiant products are manufactured to a very high standard but sometimes it's possible for a fault to slip through.

If you believe there is a fault with your product please email us at enquiries__AT__valiantfireside__DOT__com  with photographic evidence of the fault and we will advise you of our returns procedure.

If you wish to return the product as it does not suit your requirements the item(s) will only be accepted if the product is in new, unused condition within 14 days of the delivery date and with the original receipt.

Can I change my order or delivery address?

The delivery address you have entered in to our system is the address your order will be dispatched to unless otherwise stated. We regret that we are unable to change an order or delivery details once your order has been placed online.

How do I find out when you’re releasing new fireside products?

We’d love to give you a definitive answer but the truth is that we don’t always know ourselves and we’d hate to give you a date that we couldn’t meet.
If one of our products is out of stock the best solution is to sign up for an email notification (click on “out of stock – notify me” on product pages) and we’ll let you know as soon as we can.

How do I get in touch?

You can contact us at enquiries__AT__valiantfireside__DOT__com or alternatively call our internet sales on +44(0)1763 284184.

I’m trying to reach you; are you closed?

Our customer service team is available 9am – 4pm (GMT), Monday to Friday. We do take a break at weekends and on Bank Holidays.