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Frequently Asked Questions

​1. Do you Install?

Yes, Not only do we supply the fires and stoves, we also offer a full installation service. To see our current installation package offers click here.

2. Do your prices include VAT?

Yes, all prices shown on the website include VAT

​3. How will my stove or electric fire be delivered?

Bigger products will be delivered on a pallet. All our pallet deliveries are to kerb side on a large truck with a tail lift. This means that although the driver will endeavour to get the pallet as close as they can to your house, they will be unable to get into your house or up steps or over uneven terrain. For smaller items your delivery will be made by either DPD or Royal Mail.

4. What are your delivery times?

We aim to ensure delivery of all in stock items within 5-7 working days. Please email for an expected lead time for out of stock items before placing an order.

5. What size of liner do I need when installing a stove?

For most stoves with 6 inch or smaller outlet will need a 6 inch chimney liner or twin wall system. This is in accordance with building regulation document J. DEFRA approved woodburning stoves with a 5 inch or smaller flue can be used with a 5 inch chimney liner or twin wall system

6. I have received a damaged item; how do I get it replaced?

We have a dedicated warranty team who can help get any issue resolved for you. If you have an issue with an electric fire follow this link to fill in our warranty form.

If you have an issue with any other product Email with as much information as possible, this will help get your query resolved quickly. Send us your order number, the name on the order, which item is damaged and if you can include an image of the damage that will help process your return or replacement as fast as possible.

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