We Are Open Monday - Friday 9am - 5pm

Customer Service

Shipping & Delivery

All items bought on the site before 3pm on the same working day, are eligible for next working day delivery (UK mainland only, subject to stock availability)*.

We will endeavour to dispatch all goods purchased the next working day (unless premium delivery services requested) by DX 24 hour courier service subject to stock availability.

Please ensure there is someone available at the delivery address on the specified date to receive and check the items are in good order. Please check all outer packaging while the delivery driver is in attendance and if you are in any doubt please sign the delivery note as damaged.

Please open and inspect all items delivered as soon as possible after receipt and inform us of any shortages or damages within 24 hours of delivery. Deliveries can be left in a safe place by prior arrangement if requested but no responsibility can be taken by us for any loss or damage if this has been requested. 

DO NOT book any builders or installation engineers until you have received all goods and have checked them as some deliveries can go wrong and we will not compensate for any builders or installation engineers time.

Please note: it is sometimes necessary to substitute some items depending on manufacturer’s supply any substituted items will be of equal value and quality to the item ordered.

 

Delivery Times

Deliveries are made between 8am and 6pm so unless an AM option is chosen at checkout we cannot guarantee a delivery time. If your order has arrived before 3pm on the delivery date please contact us and we may be able obtain a guide time from the courier.

DX operate a 24 hour service to England, Wales and parts of Scotland. If you wish to check the delivery service we offer to your area please feel free to contact us with your postcode and we can advise your expected delivery service.

Delivery charges are calculated dependant on your geographical area and will be automatically reduced as calculated in the shopping basket as the value of the order increases.

Please Note: We cannot make deliveries outside the UK and Ireland.

All goods will be dispatched to the address stated at time of order. Should you wish to change your delivery address after your goods have been dispatched there will be a one off £10.00 fee to cover admin costs.

Privacy & Security

Flexifluedirect respects your privacy and recognizes your need for appropriate protection and management of your personal information such as your name, address, credit card, and e-mail. We recognize that when you choose to provide us with information about yourself, you trust us to act in a responsible manner. Simms Flexifluedirect has created this policy to inform you how your personal information will be treated as you make full use of our web site.

Returns/Cancellations & Replacements

You have a 14 consecutive day cooling off period when we will happily receive returned goods that have been over ordered or ordered by mistake (with the exception of bespoke items and Flexible flue liners as these items are manufactured and cut to your specific length)

 

Goods returned after the 14 day cooling off period will be subject to a restocking charge as detailed below.

All goods returned must be accompanied by a returns form available to download from the Flexiflue Direct website or can be e-mailed by request.  Please send all items to the address at the bottom of the returns form.  No deliveries will be accepted at our trading address.

Please note goods returned to us should be accompanied by all relevant customer contact details and within the items original packaging. Any credits due could be delayed if contact details are not sent with the item.

Goods must be returned in a resellable condition and in its original packaging. It is the customers duty to take reasonable care of all goods being returned to us and must be returned at the customers own cost. If the item is damaged when we receive it back we will contact you directly within a reasonable amount of time to enable you to make a claim to your courier.

We advise you take insurance with your courier when returning goods. If your items damaged when we receive them we will be unable to offer a refund for the items.

Please note your right to return within the cooling off period ends on the 15th day after delivery. Any goods returned after this day will be subject to a restocking charge of up to 25%.

If you wish to cancel your order prior to dispatch this must be done by way of letter/telephone/email or any other durable form. 

Once items have been dispatched we reserve the right to charge a one off £10.00 charge for refused deliveries by the customer to cover costs incurred by us.

Ordering

Orders may be cancelled within 7 working days without giving a reason. The customer is responsible for all charges incurred returning goods, which will differ from that of the delivery charge. All other monies paid will be refunded within 30 days, The 7 day cancellation period will commence on the day following the customer receives their order. Goods must be returned in the same condition as delivered, therefore protection should not be removed and goods not be cut or drilled or in poor condition. Boxed items must be returned complete. There are re-stocking charges to take into consideration (if applicable)

Up to 14 calendar days after date of delivery – No restocking charge

Between 14-21 calendar days after date of delivery – 15% restocking charge

Anything after 21 calendar days after date of delivery – 25% restocking charge

Payment, Pricing & Promotions

Please be aware that anything bought online is done through our hosts and Natwest secure servers ..... We do NOT retain any details of your credit cards. If you do not want to pay online please email your order to us and we will phone you to make payment arrangements. All online credit payments will show on your credit card as Flexiflue.

All prices are stated in GB pounds including delivery charges.

All prices are subject to VAT at the current rate at time of purchase.

Viewing Orders

To view the status of any order or to view open, past or pending Orders, please visit the My Account section of this website. You can see the My Account link at the top right of any page. You can see your order status by selecting "Order History" or "Invoice History" on the left navigation and search for the order in question. You will see a column titled "Order Status".

Updating Account Information

You can update your account information at any time by visiting the My Account section of the website (look for the link at top-right of any page). Select "Personal Information" to update your password. To update your billing address, please visit "Address Book" link on the left navigation panel.