Contact Burner Hub
How to reach us
If you have a question about a stove or fire, or you need help with an existing order, we are happy to help. You can contact Burner Hub by email, WhatsApp, or our contact form, and we will get back to you as quickly as we can. Most questions are straightforward to answer, and we would rather you ask before you buy than guess and end up with the wrong model.
Here are the main ways to get in touch.
| Method | Details | Best for |
|---|---|---|
| orders@burnerhub.co.uk | Orders, queries, and anything with detail | |
| Phone | 0333 (see note below) | Quick questions during opening hours |
| Available via our contact page | Photos, measurements, weekend support | |
| Contact form | Online form | General enquiries at any time |
A note on our phone number: the 0333 number shown here is a placeholder while we confirm our published line. The most reliable way to reach a member of the team is through email or our contact form, and our full phone number is also shown at checkout when you place an order.
Opening hours and response times
Our team is available during the following hours.
- Monday to Friday: 9am to 5pm UK time
- Weekends: support via WhatsApp where possible
We aim to reply to all weekday enquiries within 24 hours. In practice many are answered the same day. If you message us over the weekend, we will pick it up as soon as we can, and where possible we offer WhatsApp support for urgent questions outside normal hours.
If you do not hear back within a working day, please check your spam or junk folder, as automated replies can sometimes be filtered there. You are also welcome to follow up using a different method if one route has not worked for you.
Advice before you buy
Choosing a stove or fire involves a few decisions, and we would much rather talk them through with you first. There is no obligation to buy, and we will give you a straight answer even if that means pointing you towards a smaller or cheaper model.
Common things people ask us about before ordering include:
- Sizing: how many kilowatts you need for your room, so the stove is neither too small nor too large
- Fuel type: the differences between wood-burning, multi-fuel, gas, electric, and bioethanol, and which suits your home
- Model selection: comparing two or three options to find the right fit for your space and budget
- Installation considerations: flue, chimney, hearth, and clearance questions
If you can send us your room dimensions and a couple of photos, ideally by WhatsApp or email, we can usually give you a clear recommendation. The more detail you share, the more useful our reply will be.
Technical questions are welcome
Please do not hold back on technical questions. Whether you are asking about heat output, efficiency ratings, DEFRA approval for smoke control areas, flue diameters, or compatibility with an existing setup, these are exactly the questions we expect. If we need to check something with a manufacturer before answering, we will tell you and come back to you with a proper reply rather than a guess.
If you already own one of our products and have a query about use or maintenance, get in touch and we will help where we can or direct you to the right resource.
Live chat
Where live chat is available, you will see it on the website during our opening hours. If the chat window is not showing, it means no one is currently online, and email or the contact form remains the best way to reach us. We do not want you waiting on a chat window that nobody is watching, so we keep it switched off when we cannot staff it properly.
Orders and delivery
For questions about an existing order, please include your order number if you have it, as this helps us find your details quickly. We can confirm dispatch timings, delivery arrangements, and any updates on stock.
For reference, UK delivery is charged at a flat rate of £100 per order. If you have a question about delivery to your area or about arranging a suitable delivery day, let us know and we will talk it through. You can also read more on our delivery page.
However you choose to contact us, you will reach a real person who knows the products. Ask us anything, and we will give you a clear and honest answer.