Shopping Help

How to order

When you see a product you like simply type in the quantity you wish to buy and click the 'add to basket' button.

You can view your basket at any time by clicking the 'view basket' button at the top of the page.

You can remove items from your basket by entering a quantity of '0' next to the product and clicking the 'update basket' button or by clicking on the waste bin icon.

You can change the quantity of each product. Remember to click the 'update basket' button.

You will need to enter your country and choice of delivery option to calculate total order value.

When you have finished shopping click the 'checkout' button.

Either login using details from an existing account (if you have forgotten your password click on the link and we will send it to you) or create a new account at I&S Stoves.

Choose your method of payment: either securely online using a credit or debit card, Paypal  or create an easy to print order to send by fax or post.

If you are a new customer please enter your invoice and delivery details. If you are returning customer you can choose existing addresses to use for invoices and deliveries or add new ones.

Enter your credit or debit card details. We accept Maestro, Mastercard, Visa, Visa Electron, Solo and Delta. This is a secure system provided by SagePay (formerly Protx). We do not store your credit card details on our server. Click 'continue'.

Review your order and add notes if you would like to.

You will need to agree to the Terms of Sale before proceeding.

Click the 'Place order' button to complete the transaction.

You will be sent an email message with your order details. We will also send notification to you by email when you order has been despatched.

We aim to despatch your items within 24 hours on working days, if we are out of stock will will contact you to let you know

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How to pay

I&S Stoves web site allows you to order directly over the internet in a few easy steps.

You will need your credit or debit card details to hand, when you start to order.

We also offer customers the choice to pay for items by Paypal or by sending a cheque. Simply choose the relevant option in the checkout section of the site, print out your order and send it to us.

You will receive an email confirmation of your order and payment if you order online.

Title of goods remains with I&S Stoves until payment is made in full. We reserve the right to alter prices, specifications and conditions of trading without prior notice. All sizes are approximate.

Goods are to be paid for in full before order is dispatched, either by cheque (cheque is to clear before order is despatched) or card payment taken over the phone.  Please make cheques payable to I&S Stoves.

All prices include VAT (wood incurs vat at 5%). If your order is international and you would like to reclaim the VAT please provide a VAT number when ordering (in the order notes). Please note: this will not reduce your order total, VAT will be deducted before your order payment is processed.

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Ordering by phone

Simply call 01886 812452 between the hours of 9am and 5pm Monday to Friday. When ordering, have the quantities and product names you require and your credit/debit card details ready. We accept Maestro, Mastercard, Visa, Visa Electron, Solo and Delta.

You can phone outside the above hours and leave a message and we will call you back; your order will be processed the next working day.

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Postage and packaging

Our charges for postage and packaging are based on order wights and the delivery method will vary according tho these, under 2kg are usually sent out Royal Mail while heavier items will be sent via a chosen courier.These costs differ according to the country where the items are sent.


Delivery

Express items are delivered 1-2 working days, at busy times please allow 24 hours for us to despatch.  Standard orders are delivered within 3 - 5 working days of receipt.


Product descriptions

We have taken great care to make sure that product descriptions and specifications are correct. However, we reserve the right to make any changes, technical or otherwise to product specifications.

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Cancellation and returns policy

You have the right to cancel your contract within seven working days of the receipt of the goods. This cancellation must be notified to I&S Stoves in writing or by e-mail. If you cancel the contract within seven days of the receipt of the goods you should return the goods to I&S Stoves at your expense within 30 days.

You are recommended to return the goods in the original packaging or similar and should take reasonable care of the goods. A full refund (less postage) will be issued by I&S Stoves within 30 days if the goods are received in resaleable condition. If the goods are not received in resaleable condition, I&S Stoves reserves its right to deduct an amount from the refund for any resulting loss in value.

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Privacy - our mailing list

Our policy is to respect the privacy of our customers. We do not make our mailing list available to any other company. Please read our Privacy Statement.

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Customer services

Our Customer Services telephone line is open Monday to Friday 9am - 4pm. To contact us please call 01886 812452, send an email to info@is-stoves.co.uk or alternatively you may write to us at: I&S Stoves, Steps Farm, Clifton-upon-Teme, Worcester, WR6 6EN, UK.

If you have a complaint about our services or products please contact Customer Services. All complaints will be dealt with in a fair and confidential manner. It is our policy to acknowledge your complaint within 5 working days and we will endeavour to resolve the dispute within 30 days, keeping you informed along the way.

We welcome any comments which help to improve our services.

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