We are here to help and can provide guidance, advice or even direct you towards relevant information. If you have any queries relating to the fire safety needs of your home or business, please contact us. Although we will always endeavour to give you the best possible advice, the responsibility for ensuring that you are adhering to fire safety legislation, building regulations, other regulations or best practice remains with you.
We believe that you have a right to be given clear and unmistakable pricing information. We display both, VAT exclusive and inclusive prices, where possible. Our shipping charges are clearly displayed on every page and shown in the shopping cart the moment a product is placed in it.
We will always attempt to describe products in plain English in a condensed format to help you choose and compare products easily. On top of this we display, wherever possible, all technical data sheets, manuals and certifications to allow you to fully research the products displayed by us. Henry Wolfe staff are trained to advise you on technical issues and are happy to assist you over the phone or by email. We strive to reply within one working day. For more complex products, we have introduced interactive technical help guides, which will break down the complex purchasing decisions into easy chunks and will guide you through the purchasing process.
No customer wants to be passed around from one telephone operator to the next, so here at Henry Wolfe we assign a dedicated customer liaison to every customer. From that point, your advisor will be there to answer all queries and support you through the buying process. Our sales staff are trained to deal with all aspects of customer service. They will advise about products, take orders, deal with any complaints without passing you on to other staff members. Should a staff member not know the answer to your question, they will find out for you and will ring you back. They can also speak with the manufacturer on your behalf and let you know their answers. Should you wish to speak to a manager, they will of course transfer you to the relevant manager to deal with your query.
We have a very user friendly one-step checkout. Our customer care staff will ring you if there is any problem with your order, be it that payment failed or that your goods are delayed. At that point you can also request changes to the order. We offer multiple payment options, including most payment cards, PayPal and cheques. Any personal data you pass to us is protected very carefully.
If you change your mind, we offer twice the legal requirement for the returns period without quibbling. See also our Returns Policy.
We will always try to do everything right first time. Sadly, errors can still happen. If we make an error, we promise that we will do our best to rectify the situation as soon as possible. We will discuss the possible solutions with you and then agree the corrective actions together. We will also keep a record about what has been agreed in our customer database so that we can always continue our discussion with you at a later date should the need arise. Please notify us of any complaints by e-mailing us at firstname.lastname@example.org and we will do our best to help you. Your complaint will be treated confidentially. We will acknowledge your complaint within 5 working days and will advise you about the length of time it will take to resolve the complaint. We will also keep you informed throughout the process.
The delivery charge for your order depends on where you live, the total weight of the order and your selected shipping method. Please see table below.
We offer free delivery on certain products. When an item with "free delivery" has been added to an order, the whole order will be shipped without delivery charge.
There may be a higher delivery charge if you live in the Islands or a remote location of in the UK. Please see our list of "Islands and remote location" postcodes.
|Mainland UK||Islands and remote locations Includes Northern Ireland|
Islands and remote location postcodes:
|Weight Range||Shipping Type||Shipping Cost||Shipping type||Shipping Cost|
|0 to 2kg||Economy||£3.90 ex VAT||Economy||£3.90 ex VAT|
|0 to 10kg||Next Working Day||£6.50 ex VAT||Courier||£15.00 ex VAT|
|10 to 20kg||Next Working Day||£7.50 ex VAT||Courier||£18.00 ex VAT|
|20+kg||Next Working Day||£9.00 ex VAT||Courier||£22.00 ex VAT|
Please note: Fire Doors supplied to England have a delivery charge of £80.00 (ex VAT) per batch, independent from the quantity. Fire door deliveries to Scotland, Northern Ireland and Wales might require a transport surcharge. We will contact you should this be the case to allow you the choice of either cancelling the order or to agree to the surcharges.
Fire safes have free standard delivery (for mainland UK, only), with additional, individually priced options for delivery over steps or hand-carried deliveries.
If you add special delivery instructions, please leave a signed piece of paper with the same instructions on the outside of your door, as the driver is otherwise not able to leave parcels eg in a porch etc. If you have left a delivery instruction to, for example, 'leave parcel in porch if not in', we cannot provide you with a proof of delivery, should the parcel go missing. We will, however, provide a proof of shipping, if requested.
You are responsible for any losses suffered as a result of a parcel being left in a location at your specific request.
We offer a range of payment options including Visa, Visa Debit, Mastercard, Solo, Maestro, Visa electron, American Express, Google Checkout, PayPal and Proforma
All our credit card transactions handled by Sagepay, one of the market leaders in secure online transactions. The transfer of the purchase details from our website to Sagepay are encapsulated using Sagepay's own encrypted and digitally-signed protocol. Any communication between the shopper and Sagepay is encrypted to the maximum strength supported by the shopper's browser using 128 Bit encrypted sessions. Shoppers are also protected from fraudulent use of their card in a "cardholder not present" environment by their card issuers. The card issuer provides the right for a shopper to dispute a transaction if the goods/services did not arrive or if the card was used fraudulently.
If you should have any questions regarding security, please contact our team on email@example.com
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We are voluntarily registered as Data Controllers in the Information Commissioner's public register. Our Registration Number is Z9733716. You can visit this register on https://ico.org.uk/esdwebpages/search
We collect information about you for a variety of reasons.
The type of information we will collect about you includes:
Henry Wolfe analyses customer journeys in an anonymous form using Google Analytics and Google Remarketing. The data gained cannot be traced back to individual visitors.
Cookies, also known as browser cookies or tracking cookies are small text files which are downloaded to your device (computer, SmartPhone tablet, etc.) when you visit a website. The cookies then send data back to the that website or other website that recognises the cookie.
Cookies have many different uses, such as remembering a user's preferences, allowing efficient navigation and generally improving the user's online experience. They also help companies to identify how many people visit their website, and how they found it. Cookies cannot identify you personally.
More information about cookies and how to manage them can be found at: www.allaboutcookies.org
|__utma||This cookie contains a unique ID which is used to determine unique visitors to our site. The cookie is updated each page view.||2 years from set/update|
|__utmb||This cookie is used to create and continue a user session and determines the amount of time a user is on our site||30 minutes from set/update|
|__utmz||This cookie contains information about how users reached our site. i.e. referring link, direct traffic or website search etc.||30 minutes from set/update|
|PHPSESSID||This generic cookie allows us to create and maintain user's shopping carts and order information||When the browser is closed or restarted|
|jssCustomer||This cookie is used if a customer logs into our site and allows us to identify their session||24 days from set/update|
Any returns within the UK should be sent, together with your original order details, to:
We charge UK VAT at 20% (VAT no GB827 6397 88).
Customers from the Channel Islands can ask for the VAT to be removed from the invoice total. Please ring our office to place your order, emphasising the Channel Island delivery location.
We would ask you to please check the condition of your package before signing for the receipt of the goods. If you see damage on the outer packaging, this must be noted on your copy of the delivery note and on the copy for the carrier. You can refuse damaged parcels without signing for these.
If you find the transport damage after the carrier has left, please inform us instantly. If the claim is made on the same day as the delivery, we will still accept liability. Failure to note damage might affect replacement or refund from us for items damaged in transit.
All of our products are covered by manufacturers warranty. For more information on warranty periods please see the individual product pages of our website.
The warranty still applies; the goods, however, must be sent to us at the customer's expense for repair or replacement and the return shipment must be paid for by the customer.