FAQs

Yes, FAS provides both technical support and marketing support and is open to opportunities to collaborate with like-minded partners for mutual benefit. FAS actively works with distributors, installers, contractors, manufacturers and other industry stakeholders to support product knowledge, promote best practice and help raise standards across the passive fire protection sector. The company welcomes collaborative partnerships and joint venture opportunities that align with its commitment to delivering high-quality fire stopping and fire door solutions whilst promoting best practices within the fire industry.

Yes, of course. If you require a Proof of Delivery (POD) for your order, please contact our Customer Services Team by emailing [email protected] and include your sales order reference number (for example, S1234). Our team will be happy to assist with your request. For more information about our delivery services, shipping procedures and order tracking, please visit our Orders & Deliveries page.

No, Fire & Acoustic Seals supplies fire stopping, fire door and acoustic sealing products but does not provide installation services. Products should be installed by a competent person in accordance with the manufacturer’s installation guidance and certification.

All product datasheets, certificates, technical documentation and other available product information can be downloaded directly from the relevant product page on the Fire & Acoustic Seals website. Simply navigate to the product you require to access the latest technical data, certification, installation guidance and supporting documentation. If you cannot find the document you need, please contact our team for assistance. [email protected]

If you have received an incorrect order, wrong item or products that do not match your order confirmation, please contact our Customer Services Team as soon as possible by emailing [email protected]. To help us resolve the issue quickly, please include your sales order reference number (for example, S1234), a description of the issue and photographs of the items received where applicable. Our team will investigate and advise on the next steps to help rectify the order.

If your order arrives damaged, defective or appears to have been damaged in transit, please contact our Customer Services Team as soon as possible by emailing [email protected]. To help us investigate and resolve the issue quickly, please provide your sales order reference number (for example, S1234), a description of the damage or defect, and clear photographs showing the affected products and packaging where applicable. Our team will review the information and advise on the next steps to resolve your damaged goods claim.

Details of our Returns Policy, including information on eligible returns, refunds, exchanges and return procedures, can be found on our dedicated Returns Policy page. We recommend reviewing the policy before returning any products to ensure you meet the applicable requirements and timescales. For further assistance, please contact our Customer Services Team.

Returns Policy:
Returns Policy

Yes, enquiries from customers located outside the UK are welcome. If you would like to discuss an international order, export enquiry or delivery requirements outside the UK, please contact our Sales Team by emailing [email protected]. Our team will be happy to discuss your requirements and advise on product availability, delivery options and any applicable export arrangements.

If you have placed an order and it has not yet been delivered, please contact our Customer Services Team by emailing [email protected]. To help us investigate your enquiry as quickly as possible, please include your order reference number (for example, S1234) along with any relevant order details. Our team will review the status of your order and provide an update on your delivery.

If you would like to apply for a business credit account with Fire & Acoustic Seals, please contact our Customer Services Team by emailing [email protected]. Our team will provide you with a credit account application form and advise you on the application process. Once completed, your application will be reviewed in accordance with our account approval procedures.