Frequently Asked Questions

Can I print off datasheets and installation guides?
On each of our product pages you can find a Downloads tab which will provide you with datasheets, instruction manuals, and certifications.
Do you offer bespoke items?
We can accommodate bespoke orders on request. Call our technical team on 02920 857 959 or email sales@firesealsdirect.co.uk
Do you offer a trade account?
For customers who spend £500+ per month, it is possible to open a trade account with us. If you would like to become a trade member, please fill out our trade application form.
How much is delivery?
We offer the following delivery options at the checkout:
  • Economy 2-3 working days: £6.95 inc.VAT
  • Standard next working day: £9.95 inc. VAT
  • Free Click & Collect from our warehouse in Ystrad Mynach
  • Free next working day delivery for orders over £250
When is the cut off time for next day delivery?
Orders must be placed before 4pm to be picked, packed and dispatched that day in order to reach you the next working day. Any orders placed after 4pm will be processed the following day.
Can I track my delivery?
Once your order has been despatched from the warehouse, you can track your order here by entering your tracking number and your delivery postcode. On the morning of delivery you will also receive a text message to the phone number entered at the checkout with tracking details and a 2 hour delivery window.
Can my package be delivered to a safe space?
Delivery instructions can be added to your order when you checkout to request delivery to a designated safe space. However, please note you will not be entitled to make a claim for any loss if your order goes missing under these circumstances.
What happens if I miss my delivery?
If our courier is unsuccessful in delivering your parcel, they will leave a calling card, requiring you to contact them to re-arrange delivery.
Do you deliver to Ireland?
Unfortunately we are unable to deliver to Ireland, the Scottish Isles, the Channel Islands  and the Isle of Man. However you have the option to arrange your own courier to collect the items from our warehouse and deliver the goods to you.
When will my order be ready to collect?
Your order will be ready for collection the same day provided the order is placed within our opening hours Monday to Friday. This will be within an hour of placing the order.
Where is the collection point?
Our collection address is:
Duffryn Park
1 Alder Ave
Ystrad Mynach
Hengoed
CF82 7TW
What do I need to bring with me?
You will need your order confirmation.
How long will you hold my order?
Your order will be held for a week after which time it will be returned to stock and you will be given a full refund.
Can I return items to the pick-up location?
Yes these can be returned to the warehouse once the returns form has been completed and we have set up a return on our system.
Can I exchange?
We currently do not  offer exchanges. You will need to return the goods within the 30 day period and reorder what is required through the website.

If you have a trade account with us, we can process the alternative product for you.
How do I return items?
To return your order, fill out the returns form and our customer service team will be in touch regarding the information you need to include in your return for it to be processed once we receive it. The customer is responsible for sending back the return via their chosen courier and must cover the cost of return.
Are there any products that cannot be returned?
Only unopened or unused items can be returned for a refund, in their original packaging. Bespoke orders are non-refundable, which you will be made aware of upon enquiry.
How long do I have to return my items?
You have 30 days from the day you receive your order to return the goods to us.
When will I receive my money back?
You will receive your refund 3 – 4 working days after receiving the products back in our warehouse.