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COVID19 Update

Flames.co.uk COVID-19 Updates

We understand this is an extremely challenging time for everybody and want to update you on a series of new measures to protect both you and our team. Unfortunately, this may mean delays to our service compared to normal, so please bear with us.

Online Orders & Deliveries
Our Online Sales and Customer Care teams remain available to support you with any issues or queries you may be experiencing. However, as we take measures to protect our team we have fewer advisors than normal taking calls right now, this may mean a longer wait than usual. We are also experiencing occasional staff absences due to the need to follow self-isolating protocols. As such, response times to emails or phone calls can be longer than normal.

We will always endeavour to call or email a response within 1 working day, however this can be longer depending on the complexity of the query and the speed in which we receive information from suppliers. It would help us improve communication speeds if you can please refrain from chasing emails or phone calls within a 48 hour period to allow us time to get the correct solution for you.

Order lead times shown on the product pages of our website should be used for guidance only during these unprecedented times. An unexpected outcome with COVID is a shortfall of stock across many, if not all, manufacturers and especially those that were forced to close their doors and temporarily ceased manufacturing their products for 4-6 months over spring / summer. This is now being felt with delays for orders, stock arrival and manufacturing of items across several industries.

Showroom
The Stove Industry Alliance believes that the provision & maintenance of heat during the winter months is an essential service & therefore that stove & fireplace retailers will be able to remain open during the current lockdown so that they can continue to install & service appliances in people's homes during the winter months.

Should you wish to visit our showroom, we are operating a strict appointment system with only ‘one household’ in our showroom at any one time to ensure guidelines are adhered to. We adopted full COVID-safe practices in the early days of the pandemic and these still apply with masks, hand sanitisation and social distancing all in place in our showroom. This is a mandatory requirement if for any reason you are unable or exempt we would respectfully ask you to delay your visit at this time.

If you wish to arrange a visit to our Manchester Showroom or have any enquiries specific to the showroom or installations, please call the showroom direct on 0161 654 1616 or email us at showroom@heatdepot.co.uk

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